Saturday 1.30.26 and 2.1.26 Booking Guidance has been updated on the Daily Updates and Announcements Page under the Job Booking Guidance Tab

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**General rules - book calls into the queue without guaranteeing dates and/or time.  SEND DISPATCH QUESTIONS

For trade specific questions - send to trade manager of each location.  See contacts tab above.​

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BE SUPER CLEAR to customers that we have them entered into the schedule and we are making safety decisions that are weather driven.  We are keeping our technicians safety in mind here.  

Be proactive - Reach out to customers who call into the answering service and don't speak to one of us

Stress to them that their jobs are booked and as soon as the weather clears up we will be able to update them with arrival dates/times

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For Monday - expect firm decision about working from home on Sunday around 6:30-

Reach out to your lead for questions.

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CSR Equipment needed to work from home if weather conditions impact safe travel into the office.

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Lap Top

An additional Monitor with an HDMI cable to connect directly to the laptop for a second screen

headset

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100 mbps upload speed and 100 mbps download speed

Ethernet cable preferred - Five9 uses a ton of bandwidth so this will improve connection.

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DO NOT USE THE FIVE9 SUPPORT - WE USE APEX IT SERVICES

FOR PASSWORD RESETS - PLEASE CALL 833.304.3036 

Troubleshooting:  Clear Cache and restart FIRST

If the extension doesn't work - on your web browser go to login.five9.com to use the web browser version

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All other IT issues - 833.304.3036

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1.31.26 - 2.1.26

CSR weekend coverage: 

Anna - Saturday and Sunday 7-7

Michelle - Saturday and Sunday 7-7 (also supporting Triad dispatch)

Cynthia - Saturday 9-6

Jessica - Saturday 7-12

Courtney - Sunday 7-12

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Marlon - "Beaches" dispatch

Sierra - Raleigh/Renfrow dispatch

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For Coastal:  Will know by 12 PM on Saturday 1/31 about HVAC service

LEVEL 5 EMERGENCIES ONLY for plumbing and electrical on Saturday and Sunday

Monday's plan will be determined by 7 PM on Sunday 2/1 based on weather

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Triad no calls Saturday- snow/ice is already falling pretty heavily - they'll reevaluate for Sunday. 

Raleigh - some calls can be ran Saturday and we will adjust as needed

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