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 Schedule Tech Support Phone Call
What is 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 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 07/12/2024. Today is 09/11/2025. The BSS Rep would assist by taking this action.
What is transfer to ADT Tech Support while also offering their phone number.
This person is the director of Builder Sales Support
Who is Tania Espinoza
How much is the trip fee for a ADT Sold Deal after the first 90 days of install?
59.0 + tax
This person is having issues with their thermostat batteries- installed ADT 6 weeks ago. BSS would assist them in what way?
Send ALL battery PDFs 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.
After verifying the ROR dates in the contract, WARM transfer to Builder Sales Support (cancellation) line. 816-677-6866. BSS Cancellation team handles ALL builder cancellations.
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
The account number on this type of account starts with a #1 or a #2
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 STANDARD 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.
This customer calls insisting on tech support- being they are locked out of their home. You notice their HIC has expired just days before. The customer is DEMANDING assistance right away. The BSS REP would assist by taking these steps.
They need to call a locksmith. Safe Haven cannot remote open door locks
When submitting a PTO/Make-Up request, the calendar in which you place your request is located in this Microsoft application
What is Microsoft Teams
-located under General tab
This tag is used when needing an address verified in the Questions Channel
@ Leadership/SR rep help needed
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. 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
What is direct ACTIVE SERVICE MEMBER to email customerservice@mysafehaven.com their military relocation orders