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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.

📌 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
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 Respond to any support requests from other departments in the Customer Support Discord channel

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 DisputeFoxGHL notes for any relevant 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 6Confirm all DisputeFox pipeline stages are accurateDisputeFox
⚠️ Never Do This at Shift End
Do not log off with unread messages, open tasks with nofollow note,up or reschedule, 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
⚖️ Disclaimer: Results vary based on individual credit profiles and are not guaranteed.
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