GBS
What is needed on a GBS ticket?
(Name at least 2)
GTA
W01
3rd Party Vendor info
Claim# ____ WO# ____ (Line Comment) including issue, size and location.
When would you give a customer their delivery stop number?
NEVER.
A customer calls in to schedule a pool table delivery, what do you do?
Warm transfer to the CRSS team, ext. 4342
When should you leave a CRM in price protection (12/31/49)?
NEVER
How many supervisors are in the call center and what are their names and initials?
There are 5,
Debbie - CBD
Chelsea - CXR
Andrew - AAI
Linda E. - LJE
Linda V. - LXV
What charge code do we use to order parts for GBS? When does it change?
Ordered in ZSS and set a timed task for 7 days out to change it to VEN.
(If part is in stock, put in VEN when keying the ticket)
If a customer asks us to move their existing furniture, what do you do?
You should explain to the customer that the delivery team does NOT move existing furniture and offer the donation options.
We should NEVER tell the customer that it's at the discretion of the delivery team.
If you get a call from a trucking company saying they are in Taunton, and have a delivery for Jordan's, what would you do?
Warm transfer to Logistic Dept. ext. 4779
4888
Who are the CO - CEOs of Jordan's?
Josh and Michael Tatelman
How do you pronounce this name?
Deysi
Daisy
When do you add an order alert on a service ticket scheduled with JBH?
If the service requires raising or lowering a powerbase, disassembly and/or setting up merchandise.
*When routing, a service ticket only allots 5 minutes. JBH needs to know how much time to allot the stop, so the truck is timed properly.
If you need to key a sale for a customer (lift pad, support legs, rails, frame, GBS replacements, etc) what store would you key the sale under?
The store the customer originally purchased from.
How do you pull up the truck when the driver calls in?
Go into Dispatch Track, click on Service Units in the dark blue ribbon on the top of the page. Then, in the cell that’s labeled "name", enter the driver truck number (i.e. 1A15, 1B29).
Where was the first Jordan's store?
Waltham Ma.
Is a scratch in glass covered under the protection program?
What should a service ticket scheduled with JBH NOT have for a cause code?
S04
If a customer calls to reschedule their delivery that is scheduled for tomorrow, what do you do before selecting a new date?
Untruckload the order in JOE - Delivery Truck Maintenance.
How many days does a customer have reselect on ANY CRM?
A customer has 14 days to reselect.
*If preference we need to get the merchandise back right away and should schedule pick up when keying CRM.
What is exclusive to just the Avon location?
Enchanted Village & Clearance
GBS approved a PO for a tabletop and base (part of a dining set), what do you do?
GBS would send the replacement over as a Part Replacement and you key an EEX.
In what situations would you warm transfer the delivery team to the JBH office?
(Name at least 2)
Incorrect Merchandise
Frozen mattresses
Fraud
No home
Merchandise or hardware missing, unable to set up
No fits
Merchandise disassembly (for no fit situations)
* If the team is done for the day or submitting a special.
If you get a tech calling in a CUSB warranty ticket and he says that he plugged in the base and paired the remote, what would you do?
Switch the ticket from warranty to courtesy.
Remove SMC, change W01 to Z01, check off courtesy box, remove any parts and labor charges, do NOT send the email to claims@customatic and bedding referrals.
What do you need to do before adding your J11 priority order alert and what must be in the alert?
You must add the comments with all the information, including, what merchandise, the issue and if it is staying in the home or not. Then your priority order alert which states "J11 - SEE COMMENTS"
How long has Roy worked at Jordan's and was he always in the call center?
46 years and no, Roy started in the warehouse and has worn many hats including, delivery, sale, store management and customer service.