Team Huddle

Everyone should be using the Greenhouse KB

• Yes

• No

• Not until Feb

• The Greenhouse KB was cancelled

Answer explanation

All internal articles on old KB will be archived as of Jan 11th.

What is the trip fee amount we grant service providers?

• $15

• $12

• $13

• $10

If a customer calls in to advise the provider asked for cash, what should we do?

• Child ticket

• Escalate to Tier 2

• Transfer to sales

• Change the provider.

If a customer reports property damage after a service was done. what should we do?

• Escalate to Tier 2

• Create a Child ticket so that the web team gets in touch with the customer.

• Advise the customer to file a property damage claim from the app or website.

If the trip fee for the provider was not applied automatically by the system after he reported in the app. what should we do before adding the trip fee manually?

• Make sure the GPS is pinned.

• Create a CT for the webteam to do the adjustment.

• Ask in ops help for instructions.

New provider calls in and ask why he did not get paid on Monday?

• Tell the provider to update the payout details in the app

• Tell the provider we pay on Monday but he will see the funds in his account within 48-72 hours depending on how long it takes your bank to process the transaction.

• Report in ops help the provider did not get paid to get further help.

Pro calls in to advise the customer told him to leave once at the property again for the second time in the same month and the provider ask for the trip fee. what should we do?

• Educate the provider to put the GPS and add it.

• Educate the provider about the 90 days policy.

• Ask in ops help to see what can be done?