Category: Reference Documents
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Checklist for Taking a Call
Checklist for Taking a Call ☐ Take callers information (name, phone number, address and nature of the call ☐ Go to Management App and search address ☐ Go to the On Call tab and read all instructions in the after- hours procedures ☐ Pull up Profile 1. Read any special instructions 2. Verify if association…
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Programming Outline Templates
Check common area work orders to ensure there are no issues with programming/gates that we may need to advise the caller about. Always check profile to confirm who handles programming as it is not always Community Care. Advise every Owner/Resident that programming will take 1-2 business days. Only the H/O on title can make the request…
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Cheat Sheet (printable version see Links on Lookup tab)
For a printable version go to the “Links” on the Management App Lookup tab (any association). The document is stored on the H-Drive in the Community Care Cheat Sheets folder and is named “Cheat Sheet Notes Revised.”
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Phone Script Cheat Sheet
Opening: “Good _______________(morning/afternoon/evening) this is ___________ (your name). May I please have the address you are calling about?” If you are speaking to a h/o: “And who am I speaking to?” “For account verification purposes, can you please verify your phone # and email address?” OR: “I see that (some of) your contact information is missing.…
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Multiple Unit/Single Unit Leak Outline Form
Ask all applicable questions and include the answers in the work order: When was the leak first noticed? Approximate size of the leak and amount of liquid? Location Which room(s) are affected and where specifically within the room (floor, ceiling, wall, etc.) What is located above/behind/beside the water intrusion area (another unit, roof, landscape planter,…
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On-Call Work Order Outline Form
AFTERHOURS: Date/Time it was reported per the Call Center Messages Report CALLER: Name of caller (Enter phone # only if there are multiple contacts or contact methods for resident) ADDRESS/LOCATION: (Only if this is a common area work order) PER CALLER: Document the message the homeowner left with our answering service (located on the on-call report)…