Customer Service

Customer service workflows keep homeowner communication from getting lost between sales, construction, service, and office teams. Use these screens when a homeowner question, meeting, transcript, callback, or service recovery item needs follow-up.

The Customer Service Dashboard is the starting point for customer questions and service follow-up.

Customer service dashboard

Use the dashboard to review customer service work. A good customer service record should make the issue, owner, next step, and related job clear.

Daily process:

1. Open Customer Service Dashboard.
2. Review open customer issues and cases.
3. Confirm which items need a callback, job update, service ticket, or leadership escalation.
4. Use DispatchIQ if you need broader job or payment context before responding.
5. Record the outcome so the next teammate can understand what happened.

Meeting Notes & Transcripts preserve customer and team conversations for follow-up and accountability.

Meeting notes and transcripts

Use Meeting Notes & Transcripts when a conversation needs to become operational memory. Notes should capture decisions, commitments, risks, and follow-up owners.

Good meeting notes include:

• Who attended.
• Which job or customer the meeting relates to.
• What was decided.
• What needs follow-up.
• Who owns the next action.
• Whether the homeowner needs an update.

Callbacks is the follow-up queue for customer questions and agent-assisted responses.

Callbacks

Use Callbacks when a homeowner or contact needs a return call or follow-up answer. Keep callback status honest so urgent customer issues do not disappear.

Related screens

Portal area	Use it for
Customer Service Dashboard	Customer issue and case review.
Meeting Notes & Transcripts	Conversation records and follow-up decisions.
Callbacks	Return-call queue and customer follow-up.
ServiceIQ	Post-construction service and warranty work.
Jobs	Construction context for active homeowner issues.
DispatchIQ	Cross-workflow context before responding.

Customer service habits

• Do not respond to a homeowner without checking job context when schedule, money, or scope is involved.
• Convert vague customer concerns into clear next actions.
• Record commitments in notes or the owning workflow.
• Escalate repeated service issues to leadership or ServiceIQ.