RED 1
If a location is Leased it means...
...that we pay a Landlord to do business in their shopping center.
Why was the real estate call type created?
to quickly identify, track & properly assign the expense of these services to Real Estate.
While it is important to know if the store is leased vs. Owned it is more important to ......
check the Real Estate tab which shows what we are responsible for
Do severity levels change just because a call is called in by real estate?
No, Severity levels don’t change because it is called in by Real Estate. Standard protocol for expediting services should still be used as it would be for any reported issue.
Is a contained roof leak an emergency?
A roof leak that is contained is not an emergency call because it is contained and should typically be logged as a severity 3.
If a location is Owned it means.....
....Publix is the Landlord and all of the tenants in the shopping center pay Publix rent.
When should a real estate call type be used?
any requests called in by the Real Estate department or calls that you will forward to the REPMA and FSCC RE Team box such as, but not limited to: irrigation, roof, sidewalk, parking lot lighting
Self Help calls, when is it used?
his is used for Leased locations to make repairs for items that should be handled by the Landlord, but the Landlord has been unresponsive
What makes parking lot lighting a safety issue?
.......................uh ... because??????
When you are logging a self-help call, what product do you choose?
Self-Help
For any requests during business hours that need to first go through the Real Estate department first you should warm transfer the caller to the REPMA.
If REPMA does not answer and it is not an emergency email ____________________________
REPMA and copy FSCC RE Team.
What does REPMA/REPM stand for
Real Estate Property Manager Assistant/ Real Estate Property Manager
What should your call notes include for self help calls?
Call notes should include how long Real Estate has waited on the Landlord to make repairs.
After hours, For any requests that need to first go through the Real Estate department, and it is not an emergency _____________________
email REPMA, REPM and copy FSCC RE Team
For any requests during business hours that need to first go through the Real Estate department first you should warm transfer the caller to the REPMA.
If REPMA does not answer and it is an emergency__________
transfer to REPM
After hours : For any requests that need to first go through the Real Estate department and it is an emergency _________________________________
call the Real Estate Property Manager (REPM), leave voicemail if no answer and send follow up email pertaining to issue and copy FSCC RE Team on email
Repairs for tenants at owned locations... can a tenant call us directly?
This must come from a Real Estate Property Manager or Assistant. This cannot be called into us directly by a tenant or a Publix store. Likewise, we do not have permission to contact a tenant.
What information do we request for coding?
Cost Center
SCK #
CAM or No CAM
Request #
On an after hours emergency where you have attempted to call the REPM but had to leave a voicemail, how long do you wait before calling again? And if still no answer what do you do?
Wait 1 hour before calling again if no response call, leave voicemail if no answer and send email this time adding the REPM’s boss (Kacie Bryant for Leased, Catherine Sanders, Molly Davison for Owned). If extreme emergency wait 30 minutes as opposed to 1 hour.
What must be included in your call notes for a tenant?
Tenant business name, Point of Contact for Tenant, POC Phone # and hours of operation.
What does the FSCC Dispatch Box do?
receives emails from Maintenance and Refrigeration Coordinators, Equipment techs and Divisional Management requesting work orders for repairs and for notes to be updated when price approvals have been received.
What do you do if you receive a call from a coordinator requesting a call be logged that they placed on Smart Sheet?
Please email the FSCC Dispatch email box so they are aware and do not log a duplicate.
If it is an emergency issue please try to locate who is working that box to notify them.
If you log a call for a mechanical timer what must you include in your call notes?
that you have confirmed they are not on the EMS.
For a roof leak what other protocol must you follow?
water on the floor
For a self help, how does that get billed?
Real Estate will bill the Landlord back for cost of repairs once the invoice is received.