Dominion Refreshes Call Center on REALTOR Turn-On Process

In July 2011, ACAR worked with Dominion East Ohio to address the challenges REALTORS face with their standard four-hour appointment window and five-minute automated warning call for turn-ons. After taking time to thoroughly understand REALTOR concerns, Dominion created a Turn-On Process for REALTORS.

Recently, Dominion East Ohio’s Operations Manager reaffirmed the company’s commitment to the process, met with their teams and reviewed the process.

Turn-On Process:

1. REALTORS should call the Dominion Call Center at 1-800-362-7557 to schedule a four-hour window/appointment for turn on requests
2. REALTORS should identify themselves as a REALTOR and that they need a call ahead.
3. On the day of the appointment, the Dominion field representative assigned to do the turn-on will personally call the REALTOR’S cell phone (listed on the work order). The rep will provide an estimated arrival time. Note: the Dominion field representative phone number may come up as “unknown.”

This process solves three issues: narrows the window, extends the lead time and most importantly allows for one-on-one communication between the REALTOR and the Dominion field rep. Should something unforeseen happen regarding arrival time, the rep can inform the REALTOR and vice-versa. You may consider assigning someone from your office to meet the Dominion representative at the premise so that work can be completed.

Please Note:
• Dominion field representatives could encounter an emergency call or an emergency situation at the prior appointment which may delay arrival. The delay would be communicated to the REALTOR via a cell phone call from the field rep.

• Delays—even if communicated—caused by the REALTOR may result in a cancelled appointment. The REALTOR will need to reschedule an appointment with Dominion by contacting the call center at 1-800-362-7557 between 7 a.m. and 7 p.m. Monday through Friday.

• Do NOT save or reuse rep’s cell phone number.


One response to “Dominion Refreshes Call Center on REALTOR Turn-On Process

  1. Jim Camp says:

    Thank you leadership for your continued efforts to minimize the pain points that Realtors experience and to make the home buying experience better for all of the parties!!

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