Certified CSR/Dispatcher - Explorer

Curriculum

Managing Customers and Locations

• Use property data

• Add notes, media, and file attachments in ServiceTitan

Managing Jobs and Projects

• Mark jobs as no charge or non-opportunity by default

• Place a job on hold

• Reschedule a job

• Add notes, media, and file attachments in ServiceTitan

Call Booking and Phones

• Set up a Call Reason as a lead vs. not a lead

• Answer incoming calls

• Place outbound calls

Dispatch Management & Dispatch Route Management

• Set up and prioritize tags for the Dispatch Board

• Configure Dispatch Board appearance and settings

• Dispatch efficiently with Map 2.0

Adjustable Capacity Planning

• Adjustable Capacity Planning (ACP) overview

• Set up Adjustable Capacity Planning (ACP)

Customer Communications

• Place outbound calls

• Set up and enable Chat

• Set up chat autoresponder

• Understand SMS vs. MMS

• Use Chat

Call Center Management Best Practices

• Edit and enable Emergency Phones Fallback