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.

📌 Important
This snapshot is based on a standard shift. Shift times vary by team member and timezone. Adjust start/end times to your assigned schedule. The order of tasks remains the same regardless of shift time.

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

# Task Where Est. Time 1Log into GHL, Aircall, DisputeFox, SmartCreditAll platforms5 min 2Check GHL Inbox for unread messages (SMS, email, chat)GHL → Conversations10 min 3Review missed Aircall calls and voicemails from previous shiftAircall Dashboard5 min 4Check team communication channel for updates or announcementsTeam channel5 min 5Pull up your task queue and call list for the dayGHL Tasks / Daily Tracker5 min

Morning Block — Hours 1–3

The first active working block is focused on urgent messages and high-priority callbacks. Start with what's most time-sensitive.

Morning Tasks

Priority Task Notes 🔴 FirstRespond to urgent/upset clients from overnightNever let these wait — churn risk 🟠 SecondReturn missed calls from previous shiftStart with most recent missed calls 🟡 ThirdClear remaining unread GHL inbox messagesBottom-up approach — oldest first 📋 ThenBegin scheduled outbound calls for the dayCheck daily call list / GHL tasks

Midday Block — Hours 3–5

The midday block is for structured work — update calls, DisputeFox pipeline reviews, and proactive client outreach.

Midday Tasks

Complete scheduled client update calls — walk through dispute round results, answer questions
Review DisputeFox pipeline for your assigned clients — check for any stage changes or pending actions
Check SmartCredit for any score changes or bureau updates on your client list
Log all call outcomes in GHL — notes, tags, follow-up tasks
Respond to any new inbound SMS/messages received during morning block calls
Flag any billing concerns to the Billing team with GHL notes and a direct notification

Afternoon Block — Hours 5–7

The afternoon block focuses on follow-ups, documentation, and proactive outreach.

Afternoon Tasks

Follow up on any open tasks from earlier in the shift that weren't resolved
Make proactive check-in calls/SMS to clients who haven't been contacted in 2+ weeks
Review your task list and close or reschedule any incomplete items
Check GHL inbox again for any new messages that came in since morning
Update DisputeFox notes for any client interactions that happened today
Coordinate with team members on any shared client concerns or escalations

Shift End — Last 30 Minutes

The end-of-shift routine is just as important as the startup. A clean close ensures the next shift starts without confusion.

✅ End-of-Shift Checklist

# Task Where 1Clear all unread GHL inbox messages — respond or tag for follow-upGHL → Conversations 2Set Aircall status to "Offline" or "After Hours"Aircall app 3Complete all open GHL tasks or push to next shift with a noteGHL → Tasks 4Write a handoff note for any urgent client situationsTeam channel or GHL note 5Log any pending escalations with team leadSlack/Discord + GHL tag 6Confirm all DisputeFox pipeline stages are accurateDisputeFox

⚠️ Never Do This at Shift End
Do not log off with unread messages, open tasks with no note, or Aircall still set to "Available." The next shift will inherit your mess — and clients will fall through the cracks.

Weekly Rhythm

In addition to the daily workflow, certain tasks happen on a weekly cadence:

Day Weekly Task MondayReview your full client list — identify anyone overdue for contact WednesdayMid-week inbox and pipeline audit — catch anything that slipped FridayEnd-of-week report to team lead — wins, concerns, stuck clients WeeklyReview SmartCredit for score movement on all assigned accounts