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Central Florida's Knowledge Center

Don't Service Area

Villages

32102

Daytona

32105

Daytona

32110

Updated: 11/26/2025 2:31 pm EST

Permitting Chat Procedure

This procedure helps our team know what to do when a customer calls about a permit. It shows how to talk to the team in chat, who to tag, and what steps to take. By following these steps, we can help customers faster and make sure everyone knows what’s going on.

1. If the customer is very upset and won’t hang up:

Go to the Permitting Chat right away.

Write what’s happening and let the team know so they can help.

2. If a task is already made and someone is working on it:

Write in the chat: @AgentName – This customer wants to talk to you. Use the "@" symbol to tag the person who is working on it.

Please Note: If the customer needs a follow-up, say that in your message.

3. If the customer is calm or it’s their first time calling about this:

Make a new task

or

Add a note to the task that’s already there for the job.

Please Note: If no one is working on it yet, you can tag Brittany or Sely to help.

General Inquiries
Communication should be submitted via tasks to SE Regional or permitting coordinator assigned, for the following scenarios:

Permit Status
Receipt of certificate for Notice of Commencement (NOC)
Proceeding with sold work or disconnect/reconnect requests

Escalations
Should be posted in chat when any of the following occur:

Second or multiple calls regarding the same issue
Tasks submitted with no response
Customer is selling their home and needs the permit closed immediately
Customer is returning coordinator's call

Do not post a message in the Permitting Chat about the following scenario:

If a customer calls requesting a Contractor’s Final Affidavit or Lien Release, kindly ask the caller to email the forms along with their request to Rehannah Ali and CC Thea Miller.

This is the ONLY time you will ever give out their email addresses:
Thea.Miller@frangayservices.com
Rehannah.Ali@frankgayservices.com

Clarification - if a customer is calling about a document known as a NOTICE OF COMMENCEMENT (or NOC), those calls go to the assigned permitting coordinator. This is different from an affidavit or lien release.

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