Policies & Onboarding
How do we communicate with each other and leadership during business hours?
Microsoft Teams
What is AHT?
Average Handle Time
What is DRP?
Direct repair provider/process
Do you enter your password to log in to Genesys?
No, you use Microsoft single sign on (SSO)
What is CCC1?
A portal that we use to communicate back and forth with carriers
Who do you contact and how if you are not able to work a shift?
Your TPC
What do we call a vehicle that needs to be towed in?
Non-Drive
What is a Drive-In estimate and do we schedule it as "Drive-In Estimate" in Hyperdrive?
Insurance company will request a Drive -In Estimate which means a customer is not having repairs completed at our shop and we are instructed to complete an estimate only.
We schedule as "Estimate"
When do you set your status in Genesys to "Away"?
Never
Why is it important to add notes in CCC1?
Notes are important for the insurance carrier to ensure that the customer is being contacted per carrier guidelines.
The shop uses CCC1 notes for communications regarding the repairs
What systems will you log into/use everyday?
ADP, Genesys, Hyperdrive, Outlook, Teams, CCC1
Who do directly report to?
Your TPC
What is a Pay Code and which Major Carrier uses them?
Pay-Code determines if the customer can be scheduled for an ESTIMATE or a DROP-OFF. USAA
What tab in Genesys shows you your schedule with daily break/lunch times?
Performance-workspace-my schedule
Can you and another user both work in CCC1 at the same time?
No
Where can you find your role assignment for the day?
Daily Dispo
What is an RO?
Repair order
Where can you find out which insurances require an estimate first?
Carrier scheduling guidelines
If a call drops and you need to call the customer back, where can you find their number?
Call history list
What do you do when you get a "unable to open assignment. A claim office profile with office code 81 is required"?
submit Smartsheet Claim Office Profile Request
What is the sequence for requesting time off?
First in Genesys, then in ADP upon approval from WFM
What is CCS and what is their function?
A team that handle internal emails and requests from our locations and call center to assist with assignment transfers and adding assignment notes via CCCONE/Mitchell.
What insurance do we use for "Out of Pocket repairs?
Customer Pay
How many seconds do you have to select a Wrap Up code?
15 seconds, 45 for tow calls
What two fields must be entered and saved before any notes can be added in a CCC1 Workfile?
"Estimator" and "Comm. Prefernce"