Skip To Content Work Order Management Scope of Work for SC Managed
In Scope
- Provide Full Time Call Center Support
- Confirm Customer and provider acceptance of ETAs for Emergency work orders
- Monitor open work orders and take action if needed.
- Redispatch work to alternate providers if needed
- Manage 1st line escalation
- Manage scheduled maintenance programs
- Verify completed work via system-initiated follow-up
- Assist Customer to resolve unsatisfactory work performed
- Apply non-technical NTE increases within ServiceChannel’s Managed Level of Authority
- Document Customers’ workflow standard operating procedures (SOPs)
- Escalate issues to Customer as defined by SOPs
- Review proposals upon provider submission by trade specialists
- Follow up on invoice audit failures and provider billing inquiries
- Follow-up on overdue work (return visits, missed ETAs, proposals, et al)
- Deliver recurring performance reviews to optimize program results
- Administer the ServiceChannel platform and configurations, as applicable
- Managing changes in customers’ location list
- Escalate provider payment issues to customer
Out of Scope
- Custom workflows
- Complex work order triage or routing
- Interface with or access to systems (such as EMS or BAS) prior to dispatch
- Direct landlord follow up and notifications (for work where the landlord may be responsible)
- Manual verification of customized work order requirements (checklists, asset etc.)
- Coordination of 3rd party visits (i.e., inspectors or entities operating outside the ServiceChannel platform)
- Support for any work requested outside the ServiceChannel platform
- Project Management
- Review of work orders prior to dispatch
- Follow up on work orders with a $0 NTE
