GBS
Delivery
WWYD
Call Center Quick hits
J - team
100

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. 

100

When would you give a customer their delivery stop number?

NEVER. 

100

A customer calls in to schedule a pool table delivery, what do you do? 

Warm transfer to the CRSS team, ext. 4342

100

When should you leave a CRM in price protection (12/31/49)?

NEVER

100

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

200

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) 

200

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.

200

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

200
What is the product line extension? 

4888

200

Who are the CO - CEOs of Jordan's?

Josh and Michael Tatelman

300

How do you pronounce this name? 

Deysi 

Daisy 

300

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.

300

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. 

300

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).

300

Where was the first Jordan's store? 

Waltham Ma. 

400

Is a scratch in glass covered under the protection program?

No, scratches are not covered but chips in glass are. 
400

What should a service ticket scheduled with JBH NOT have for a cause code? 

S04 

400

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. 

400

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. 

400

What is exclusive to just the Avon location? 

Enchanted Village & Clearance 

500

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. 

500

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. 

500

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. 

500

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"

500

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.