Daily Workflow Snapshot
This page gives you the exact daily schedule and task checklist that every CSR follows to ensure consistent client experiences, zero dropped tasks, and a clean handoff at the end of every shift.
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.
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 |
|---|---|---|---|
| 1 | Log into GHL, Aircall, DisputeFox, SmartCredit | All platforms | 5 min |
| 2 | Check GHL Inbox for unread messages (SMS, email, chat) | GHL → Conversations | 10 min |
| 3 | Review missed Aircall calls and voicemails from previous shift | Aircall Dashboard | 5 min |
| 4 | Check team communication channel for updates or announcements | Team channel | 5 min |
| 5 | Pull up your task queue and call list for the day | GHL Tasks / Daily Tracker | 5 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 |
|---|---|---|
| 🔴 First | Respond to urgent/upset clients from overnight | Never let these wait — churn risk |
| 🟠 Second | Return missed calls from previous shift | Start with most recent missed calls |
| 🟡 Third | Clear remaining unread GHL inbox messages | Bottom-up approach — oldest first |
| 📋 Then | Begin scheduled outbound calls for the day | Check 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 |
|---|---|---|
| 1 | Clear all unread GHL inbox messages — respond or tag for follow-up | GHL → Conversations |
| 2 | Set Aircall status to "Offline" or "After Hours" | Aircall app |
| 3 | Complete all open GHL tasks or push to next shift with a note | GHL → Tasks |
| 4 | Write a handoff note for any urgent client situations | Team channel or GHL note |
| 5 | Log any pending escalations with team lead | Slack/Discord + GHL tag |
| 6 | Confirm all DisputeFox pipeline stages are accurate | DisputeFox |
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 |
|---|---|
| Monday | Review your full client list — identify anyone overdue for contact |
| Wednesday | Mid-week inbox and pipeline audit — catch anything that slipped |
| Friday | End-of-week report to team lead — wins, concerns, stuck clients |
| Weekly | Review SmartCredit for score movement on all assigned accounts |