Glossary/Acronyms
AM
What is Assistant Manager?
Task that may be created on open, closed or refunded jobs, WO or permits.
What is a follow up task?
Military Verification lookup
What is 1.4
Set tone during contact, use upbeat & friendly tone
What is Call Etiquette?
"please", "thank you", respecting customer's time
What is being courteous?
ATR
What is add to Rotation?
Customer compensation where out of scope work is completed by an outside contractor
What is vendor debit?
1.5.6
What is Schedule for merchandise pickup of leftover materials from customer's home?
Provide accurate, tailored information regarding who, what, when, where and how based on cues provided by customer
What is meet the customer need?
one word that has been repeated 150 times during training
What is Seamless?
CCI
What is customer called in?
Generated by PROvider for jobs in Scheduled or RTS status when missing or damaged product is identified
What is Support Request Activities?
4 things that you can do in 1.6
What is check customer's order, check delivery date, view & modify cx info, confirm SOS product arrival?
Advocate using positive language
What is add related products, services and expert advice?
System to check before EOB on pay week, making sure timestamps are accurate
What is Kronos?
COC & when is it done?
What is a certificate of completion & at completion of installation?
Pictures and inspection reports are required to start claim
What is Manufacturer Warranty Claim?
3.4
What is check store receipts for orders purchased in the last 90 days?
VOC stands for & where you see your scores
Voice of the customer & Medallia
Processes for any situation
What is Knowledge/Salesforce?
DMIS & are responsible for
What is District Manager of In-Home Services? Responsible for onboarding independent PROviders & ensures labor capacity to support installed sales
Independent PROvider is the only one that contacts the department to obtain this type of document
What is a permit?
Receiving report, DD product, PO details, products are received
What is 6.2?
Welcome customer & communicate willingness to help
What is seek out the customer?
Submit for schedule swap, vacation time or schedule details
What is I360?