CES AFTER HOURS

 Escalating to CES After-Hours & Weekends 
 

• Task Generation

  • Return to call and advise the customer the escalation team is currently on another call, you will initiate an expedited request, and someone will be in touch soon, generally within 24-48 business hours.

  • Create a new task. (even if there is an existing one). Provide all the information obtained on the call in a clear and concise summary in the task.

  • Additional information for creating a task can be found at

             Task Management | Central Florida's Knowledge Center

​

• Emergency Concerns – Consult a Team Lead if the situation qualifies as a true emergency under the following criteria where the customer expects immediate resolution:

  • All Damage

  • Situations involving FIRE, EMS, or POLICE

  • Situations involving vulnerable or at-risk groups (elderly, babies, handicapped, etc)

  • Indication of legal action / obtaining a lawyer

  • BBB Threat

  • Threats of negative Google / Social Media reviews

 

 NOTE: Do not disclose any contact information for CES or Trade Managers.