Number one Priority  - BOOK THE CALL - When in doubt, book it out!

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Navigate to the call screen in the correct Service Titan tenant. Use Zip Code search to check if needed.  Search address customer provides to determine if customer is new or existing. 

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If an inbound call - make sure that the green call bubble is claimed.  Five9 should automatically link, if it does not please click inside the bubble to make sure your name is on it. ​​

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Always verify customer information even if the exist in our system. 

If they are new - Press New Customer button to add their information in.

Confirm that you are speaking with the homeowner.  

Confirm first and last name, phone number, e-mail address AND property address.

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Complete the drop down selections and answer all questions on the job summary.​

*IMPORTANT - Do not change the marketing campaign on an inbound call UNLESS you are booking a cross trade.*

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If you are booking from an outbound call, there will not be a call bubble - and you will need to select the appropriate CSR Outbounding marketing campaign. 

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If a same day service request - please use guidance given on the "Daily Updates and Announcements" spreadsheet.  

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BYPASS CAPACITY COMPLETELY IF A LEVEL 5 REQUEST COMES IN!!

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If a maintenance request - use ACP (adjustable capacity planning) for all locations EXCEPT Renfrow (it is not set up for them)

 

Always add TAGS!  Level tags and tags associated with scheduling. 

 

Press BOOK JOB - and double check that you have booked for correct date/time! 
 

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