Five9 Skillset: Techhotline 1
Primary Task
I. Customer outreach for offered time frames from the technicians
Priority on the job lists
Earliest unclaimed requests
Next day unclaimed requests
II. ASU (Appointment Status Update)
Notification of customer about current appointment request status
III. Cancelation
- Cancellation of unclaimed requests one hour before the time frame
Expectations
1. Unsupported requests are proactively canceled
2. On time outreach for customers on suggested time frames