Daily Workflow Snapshot

Daily Workflow Snapshot

This page outlines the standard daily schedule and task checklist for all Customer Support Representatives (CSRs) at Crowned Credit. Following this workflow ensures consistent client experience, no tasks fall through the cracks, and every shift ends with a clean handoff.

Shift Start — First 30 Minutes

The first 30 minutes of every shift are for orientation and setup. Do not begin client calls or reply to messages until you have completed all startup tasks.

✅ Startup Checklist

Morning Block — Hours 1–3

Focus on high-priority communication and urgent client issues. This is when response rate expectations are highest.

Inbox Triage

1. Open GHL → Conversations → filter by "Unread"
2. Prioritize by urgency: billing issues > angry/frustrated clients > general questions
3. Respond to all unread messages from the past 16 hours (since your last shift)
4. Flag any conversations that need escalation and notify Team Lead
5. Mark each conversation as read or move to appropriate pipeline stage when resolved

Voicemail & Missed Call Callbacks

1. Open Aircall and listen to any voicemails from missed calls
2. Log voicemail content in the client's GHL contact notes
3. Return all missed calls within 2 hours of shift start
4. If a client cannot be reached, send an SMS follow-up via GHL: "Hi {{contact.first_name}}, this is [Your Name] from Crowned Credit. I tried reaching you — please call us back at your earliest convenience or reply to this text."

Mid-Day Block — Hours 3–6

This is your primary outreach window. Focus on proactive calls, onboarding follow-ups, and scheduled appointments.

Scheduled Calls

1. Open GHL Calendar — confirm all appointments scheduled for today
2. Send reminder SMS 30 minutes before each scheduled call: "Hi {{contact.first_name}}, just a reminder your call with Crowned Credit is in 30 minutes. Talk soon!"
3. Complete scheduled orientation/onboarding calls per the call scripts
4. Log call notes in GHL immediately after each call
5. Update pipeline stage in GHL after each completed call

Proactive Outreach

1. Pull the list of clients who have not been contacted in 14+ days
2. Make check-in calls — use the monthly check-in script
3. For clients with recent dispute updates, call to share results
4. Target 15–25 outbound touches per shift (calls + follow-up texts)

Onboarding Follow-Ups

1. Review new clients who signed up in the past 48 hours
2. Confirm portal access has been sent and received
3. Follow up on missing documents (ID, proof of address)
4. Schedule orientation and onboarding calls if not yet booked

Afternoon Block — Hours 6–8

Focus on administrative tasks, documentation, and dispute pipeline updates.

CRM Maintenance

1. Update all contact notes from today's calls
2. Move clients to correct pipeline stages in GHL
3. Flag any clients with billing issues for billing team or Team Lead
4. Ensure all call outcomes are tagged in Aircall (resolved, callback needed, escalated)

DisputeFox Check

1. Log into DisputeFox and review your assigned client pipeline
2. Check for any new bureau responses or document uploads
3. Flag clients whose dispute round is complete and ready for review
4. Notify Dispute Team of any client-submitted documents that need processing

Shift End — Last 30 Minutes

End every shift clean. Leave detailed notes so the next shift can pick up seamlessly.

✅ End-of-Shift Checklist

Daily KPI Targets