Scheduling
What is the max distance (mileage) when scheduling a job?
9 miles or less
How long does it take to process a refund?
7-10 Business days.
What is Utilization?
Time clocked in divided by time spent on queue.
If a service was just done today, how many days does the cx have to wait for a reservice?
14 days.
How frequent are specialty services scheduled?
Weekly!
Which jobs require a lead pro/technician?
German Roach
Termite Defense
Vip services
Flea tick interior
How long does it take to process a voided payment?
1-2 business days.
What is the goal for handle time?
5 mins 30 secs.
When can an supervisor approve a reservice sooner than 14 days?
if something was missed or there is an active wasp nest.
If a customer has GGB what subs are included?
Basic pest control subscription.
Where/what should you reach out to FIRST when trying to get permission to schedule out of scheduling rules
Team Chat, Senior Specialist, Supervisor
What coupon amount do you apply for a cx enrolling in autopay?
20$
What is the goal for transfer rate
30%
Can you list all 4 of the reservice questions?
What?
Where?
When?
How many?
What is included in Green Guard Premier?
PC, RB, TFMX7
What is the latest we can schedule a timed appointment?
2-4
If a cx is on monthly billing where can you edit what day for the month they are charged?
Subscription tab.
What is the goal for hold time?
2 mins or less!
When should we submit a ticket for a reservice?
If the cx requests to move the appt up sooner than available date.
If a customer wants to pay in full for their sub. What percentage of a discount is applied?
5%
When scheduling an appt. if we can not find a day within 2 weeks, what do we do?
Submit a task to Scheduling in Atlassian :)
If a customer is out of contract, who can edit the price?
Customer loyalty also, agents if they receive permission
What is the target goal for graded calls?
85%
How many reservices are cx allowed to have?
As many as needed within scheduling rules.
Who can give permission to extend a "specialty service?"
Technician on site