Full Time Call Center Scope of Work

In Scope

• Provide 24x7x365 call center support
• Support for customers to initiate work orders via inbound phone calls
• Support for customers to inquire about work order status via inbound phone calls
• Conduct provider service confirmations for emergency and P1 work orders
• Respond to customer’s service confirmation on inquiry
• Perform standardized work order triage as defined by platform settings

Out of Scope

• Custom workflows 
• Complex work order triage
• Outbound follow-up with providers or customers for non-emergency work orders
• Technical review of work orders prior to dispatch