If a customer is calling with an ETA on their field work window, please do the following:

• Let the customer know of the time of their service call (ie: 2-4 PM is the scheduled time a technician will arrive)
• Ask the customer permission for a brief hold
• Attempt to reach the field technician through Slack or a phone call asking for an ETA
• Inform the customer of the estimated time

If you are unable to reach the field technician, let the customer you are unable to reach them but reassure the customer that our field technicians will call 10-15 minutes prior to the window.