Weeks 2-4: Supervised Call Handling

Overview

During Weeks 2–4, office staff handle all inbound calls independently with a supervisor nearby for escalations. They also begin learning the ServiceTitan booking workflow end-to-end.

Who Supervises

Lead CSR or CSR. Not required to be on every call, but available within arm's reach.

Responsibilities

• Handle all standard inbound calls: new bookings, reschedules, cancellations, customer questions
• Book appointments in ServiceTitan following the Booking Procedure SOP
• Log call notes for every interaction
• Handle basic customer complaints using the De-Escalation Script
• Transfer to Operations Manager for: billing disputes, complaints that cannot be resolved, major scheduling conflicts, hostile callers

ServiceTitan Tasks to Master

By end of Week 4:

• [ ] Create a new customer record
• [ ] Book a service job (correct job type, technician assignment, time window)
• [ ] Reschedule an existing job
• [ ] Cancel a job with notes
• [ ] Add notes to a job record
• [ ] Review and confirm the dispatch board at start of day

Performance Targets (Weeks 2-4)

| Metric | Target |

|--------|--------|

| Calls handled per day | At or near team average |

| Booking accuracy (correct info captured) | 95%+ |

| Call escalations to supervisor | Trending down week-over-week |

| ServiceTitan data entry errors | Under 5% of bookings |

End-of-Phase Assessment (Week 4)

Supervisor reviews:

• Call log and booking accuracy
• Any customer complaints from this period
• Readiness for dispatch training
• Any ServiceTitan knowledge gaps

Related SOPs

• Phone & Dispatch SOPs (Phase 3, all 8 cards)
• ServiceTitan Office SOPs (Phase 3)
• Weeks 4-6: Dispatch & Scheduling Training