NORMAL CES HOURS

Contacting CES During Normal CES Business Hours
 

- While on a call, ask the customer the following: ​

• The customer’s full name and verify the address. 

• What property location is involved?

• What job is their concerns in reference to?

• Review the account notes for any pertinent information, including existing tasks or notes.

• Gather a quick understanding of their concern.
   

*If Digital, forward the email, or copy/paste SMS/Chat into an email communication to CES.
 

- Next: WARM TRANSFER in Five9 to the appropriate Contact Group

( FGS: SE_FrankGayRes_CES   OR   IHS: SE_Integrity_CES )
 

• ANSWERED: When you receive an answer, provide the information obtained about to the receiving agent. When approved, transfer the call.

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• NO ANSWER:

  • DO NOT leave a message or cold transfer/drop customer into voicemail.

  • 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) to CES (not an individual). 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

 

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