Primary Task
I. Assigning unclaimed jobs to the technicians
Priority on the job lists
Dallas Jobs
Dallas Jobs Next Day
Unclaimed redo work
Escalated customers
Multiple rescheduled customers
Current-day unclaimed requests
Next day unclaimed requests
II. Cancelation
- Cancellation of unsupported requests based on the following
1. Requested Service
- Unsupported services, e.g. samsung mobile repairs, commercial appliance fix
2. Qualified Technician
- Technician response, multiple declines
3. Fraud/Incomplete Information
- Incomplete job information, generic address, incorrect number and email
III. Market activity report
The agent is required to report
1. Market where no technicians are responding
2. Technicians who wish to be removed from the platform
3. Technician scheduling & availability
Secondary Task
Tech hotline overflow
Expectations
1. Master the use of technician filters, heat map, and relevant tech tools
2. Constant use of Textline, Chats & Five9
3. Know the active technicians in the area
4. Know the locations that are rarely claimed
5. Understand technician activity
6. Understand common concern on jobs not being claimed