PTF

Five9 Skillset: Techhotline 1

Calls Quota

Task Priorities

1. TD_SR Slack Channel 

• Maintain communication with the customer and technician

1. • The customers should be aware of any changes or updates on their schedules, follow up with the technicians, and do an outreach depending on what is being asked 

2. Monitor assigned status until it gets closed or paid

   • The primary goal is to make sure appointments are moving on time

3. Make sure that appointments are within the scheduled time frame

   • Outreach to both the technician and the customer when the appointment has already passed 

4. Sanitation

   • Review job details & notes to review appointment validity,

     • If the job is a duplicate

     • If the information required is complete and valid (Address, Name, Phone number)

     • If the job requested can be serviced

     • If the job is valid as new, (not redos, not claims)

OPERATING PROCEDURES