The Work Day
All Time Off / PTO Requests must be submitted by _____________________ of the previous week.
What is Wednesday
When verifying an account, you ask for WHAT 4 things?
What is Name, Address, Phone, Relationship to the home
This person installed 2 years ago, SMART HOME, and has changed their WIFI password.
What is BLIND TRANSFER to Tech Support
A customer calls in REQUESTING to TERMINATE their ADC after 2 years and 6 months. The BSS rep would assist in what way?
Read the Termination script
Tag @ TERMIATION REQUEST DRH/CENTURY ONLY in the questions channel
Open a ticket to Terminate Request, Alarm.com
What is PinPoint, Realtor, Veteran's United, DRH-RESALE
BSS is allowed __ Ignored Calls Max/Week
What is 10 Ignored Calls Max/Week
This type of account number starts with a lowercase p.
What is PRE-SHELLED account.
The BSS Rep would BLIND transfer to appropriate concierge ring group after opening a ticket to the assigned concierge.
This TICKET + SERVICE TYPE is used when scheduling a tech out to the home
What is SHS WORK ORDER
The speed to answer rate is _____ seconds per call
What is 10 seconds. The speed to answer rate is how long it takes to answer a call while on Available status
A Lvl 1 ADT Homeowner calls with issues with their CO sensor. Installed 03/12/2024. Today is 05/13/2025. The BSS Rep would assist by taking this action.
BLIND TRANSFER to ADT Tech Support while also offering their phone number.
What are the three phone numbers you should have saved or written down in case you need to be away from your desk and you do not have access to your computer?
TANIA, MEGAN, JONATHON
A Smart Home Only service window is how many months?
A Sold Deal service window is how many months?
36 months - the SMART HOME stays with Safe Haven for the entire 3-year period
12 months - ADT takes over customer service/tech support after the first year (13 months for cancellations)
This person is having issues with their thermostat batteries- installed ADT 6 weeks ago. We would assist them in this way.
Send HONEYWELL PDF to the customer
A homeowner in a Century home wants to cancel their service and they just installed yesterday. The BSS rep would assist in this manner.
Verify 3-day ROR window on PG 10/11 on the contract
WARM TRANSFER to the Contract Specialist team
Any scheduled service over ___ miles requires a ticket to Danny Kersh for approval.
85 Miles. View the mileage of a technician on the right side of their name on the scheduler. Still schedule the appointment, but also include ticket to Danny Kersh.
Subject: Long distance approval needed
This computer software allows you to put yourself on LUNCH when leaving for your 1-hour lunch break
What is TalkDesk
What is a HIC (Builder Awareness, Smart Home) Account?
This VIEW in the scheduler allows you to see if a technician is off for the day, or has been double booked with multiple service calls. This is the view we use to schedule appointments.
What is SLOT VIEW
Customer with a ZOHO Subscription tag calls with an issue with their panel. The BSS rep would assist by moving forward with this action.
What is open a tech support ticket. Transfer to tech support if customer requests.
When the FUNDING STATUS is marked as NON-FUNDABLE - what type of account is that?
IN-HOUSE ACCOUNT
When submitting a PTO/MAKE-UP request, the calendar in which you place your request is located in this application
What is Microsoft Teams
-located under General tab
This person is tagged in the PO Questions chat when address verification is required
Who is Dawn Shour
Customer calls because their HOA is forcing them to change the location of their cameras. BSS would follow these steps
Ask for HOA LETTER
Process $59 Trip Fee
Schedule Service to the Home
This SOLD DEAL LVL 2 DR HORTON EMPLOYEE calls 3 months and 12 days after installation to schedule service to the home for camera issues.
What is open ticket to tech support using the BOOKINGS calendar. Collect trip fee if customer insists on scheduling service to the home. CAMERA issues are Tech Support Lvl II. Cameras do not prevent ADT from monitoring- it would not warrant transfer to tech support line.
A DRH SOLD DEAL from 6 months ago calls to cancel due to military cancellation. The BSS REP would assist in the following way
Request the customer email Buildersalessupport@mysafehaven.com their active relocation orders
Upload into the FILES tab and ticket Megan Frazier