CAMT - Certified Apartment Maintenance Technician Customer Service and Resident Relations Questions and Answers

Question 1

A technician arrives at an apartment for a scheduled repair and is met by a resident who is very angry because a previous repair for a different issue was not successful.
What is the technician's most appropriate first response?

Accepted Answer

Listen empathetically to the resident's concerns, apologize for their frustration, and assure them you will report the previous issue after completing the current task.

Answer

Argue with the resident and explain that the previous repair was done by someone else.

Answer

Ignore the resident's complaints and immediately start working on the current repair order.

Answer

Immediately call the community manager and ask the resident to explain the problem to them instead.

Question 2

Which of the following actions by a maintenance technician could be perceived as a violation of Fair Housing laws?

Accepted Answer

Consistently responding to service requests from residents in one building faster than in another based on personal preference.

Answer

Notifying a resident 24 hours in advance before entering their apartment for routine maintenance.

Answer

Wearing a company-issued uniform and ID badge when on duty.

Answer

Explaining to a resident in simple terms what repair is needed for their appliance.

Question 3

When entering a resident's apartment to perform a repair, which of the following best demonstrates professionalism and respect for the resident's home?

Accepted Answer

Bringing a well-stocked toolkit, wearing shoe covers or using a drop cloth, and cleaning the work area completely upon completion.

Answer

Using the resident's personal tools if they are more convenient than your own.

Answer

Answering a non-emergency personal phone call while in the middle of the repair.

Answer

Turning on the resident's television for background noise while working.

Question 4

A technician determines that a refrigerator cannot be repaired and needs to be replaced, but a new unit will not be available for two days. What is the MOST critical information to communicate to the resident?

Accepted Answer

A clear explanation that the unit needs replacement, the expected timeline for the new unit's arrival, and any interim solutions the property can offer.

Answer

The technical specifications and energy efficiency rating of the new replacement model.

Answer

The exact mechanical failure in complex technical terms to prove it's unrepairable.

Answer

A suggestion that the resident call the office to schedule the delivery of the new unit themselves.

Question 5

A resident calls on a busy Monday morning to report a squeaky cabinet door. The technician's schedule is already full with urgent repairs like a water leak and a non-working air conditioner. What is the BEST way for the technician to handle this non-emergency request?

Accepted Answer

Acknowledge the request, thank the resident for reporting it, explain the current workload with urgent issues, and schedule a specific time to address it later in the week.

Answer

Tell the resident it's not a priority and you'll get to it whenever you have free time.

Answer

Immediately drop the current urgent task to fix the squeaky door to keep the resident happy.

Answer

Make a mental note of the request and hope to remember it when things slow down.

Question 6

Which of the following is a primary reason for a maintenance technician to follow up with a resident after a service request has been completed?

Accepted Answer

To ensure the resident is satisfied with the repair and that the issue has been fully resolved.

Answer

To ask the resident to submit a positive online review for the property.

Answer

To provide management with proof that the work order was actually finished.

Answer

To use the opportunity to inspect the rest of the apartment for potential issues.

A technician arrives at an apartment for a scheduled repair and is met by a resident who is very angry because a previous repair for a different issue was not successful.What is the technician's most appropriate first response?

A technician arrives at an apartment for a scheduled repair and is met by a resident who is very angry because a previous repair for a different issue was not successful.
What is the technician's most appropriate first response?