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.  Watch out for duplicate profiles.

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Triad tenant will tell you which store that zip code is a match for in case the inbound number doesn't connect you to the right service titan tenant. 

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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 they 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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Credit cards on file for Rental Properties and for Commercial properties

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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 

DO NOT BYPASS CAPACITY WITHOUT DISPATCH APPROVAL FOR ANY MAINTENANCE APPT

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

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REQUIRED: 

LEVEL TAGS - use priority scheduling matrix/priority list to determine.

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AM or PM or Time Specific - a customer prefers a certain time or is only available during a certain time.  Flexible scheduling tag if it truly doesn't matter - use if customer is flexible.

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Customer took off work - use if a customer has made an appointment based around their work schedule.

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Traveled for appt - Customer is traveling to make this appointment.  They do not live there full time.  

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Rescheduled once and Rescheduled Twice - use whenever a job has been rescheduled.  Once for the first time.  Twice for the second time.  Anything beyond that - escalate to dispatch.

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

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For jobs booked in queue for same day - please send a snippet of the booked job to the dispatch group for visibility

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