Certified CSR/Dispatcher - Navigator

Curriculum

Managing Customers and Locations

• Enter military and diplomatic addresses

Managing Jobs and Projects

• Managed Technicians and Non Managed Technicians

• Cancel a job

• Book a duplicate job from a project

• Appointments FAQ

• Set recall, warranty, and lead job booking guides.

• Add multiple invoices to a project for single invoice view

Call Booking and Phones

• Understand call classifications

• Set up and use Call Linking Confirmation

• Understand how call bubbles work

Dispatch Management & Dispatch Route Management

• Manage tags

• Ask dispatchers why appointments were rescheduled

Adjustable Capacity Planning

• Adjustable Capacity Planning (ACP) overview

• Set up Adjustable Capacity Planning (ACP)

Customer Communications

• Place outbound calls

• Understand SMS vs. MMS

Call Center Management Best Practices

• Set up call reasons

• Place outbound calls

• Set up chat autoresponder

• Manage appointments