On Call Duties

 When answering the phone, we need to make sure the customer feels we are paying attention to what they are saying.

Make sure our voice reflects that we are happy to take their call.

 If the customer is calling and their call can wait until Monday, and they sound like they don’t have the money to move forward for the emergency fee let's pay attention to that and offer them the option to schedule for Monday.

 Always offer both so they can feel they have a choice the emergency fee or the regular hours fee.

On-call is limited to one tech, the attending CSR must make sure to always pay close attention to the timelines and make sure the customer is always aware of where the technician is and the ETA.

Make sure to classify every call correctly as soon as the call ends.

Technician Call Back: The technician that originally did the job if its a callback has the first right of refusal. Kindly call the original technician, if he refuses, then send the on-call technician. This only is applicable to emergencies. Please call Tom or Ronnie if you're unsure!