Drywall

New Entries
 

• Action: Task GC/Drywall for new entries as needed.

• Check for Existing Task:

  • If a task already exists and is open, DO NOT create a new task.

  • Instead:

    • Change the task status from Normal to URGENT.

    • Add comments explaining the situation.

Escalation
 

• Add Note to existing task

  • Copy the link to the task and include relevant details into the CSR Permitting Chat

    • If no response within 3 mins, please contact Team Lead

• Escalation Rules:

  • 7:00 AM – 3:00 PM (Mon–Fri)

    • Five9 outreach ONLY to Loren Henley for Orlando, Daytona and Melbourne or Carolyn McConnel for Lakeland, The Villages or Tampa.

    • Always task to GC/Drywall Actions for all areas.

    • If unable to get through Five9, please partner with a Team Lead to contact Loren or Carolyn directly for Urgent Needs.

  • After 3:00 PM and Weekends:

    • Team lead can escalate to Install Manager or Ops Manager within that business location and trade.

  • Please be Advised: If entering a task, the Drywall Team will be contacting customer after 4PM EST same day. ​

    • ONLY if customer calls before 3PM​

    • If after 3PM, the customer will be contacted the next business day after 4PM EST.

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Cancelling or Rescheduling
 

• Action:

  • If a customer wants to cancel or reschedule a drywall job:

    • Create a new task OR

    • Update the existing task with the details.​
      
       

Key Notes

• Always verify if a task exists before creating a new one.

• Use escalation paths based on time and urgency.

• Document all actions clearly in the task notes.