📋 Daily Role Board
Coms — Communications and intaking orders, redirecting each to the correct technician.
Hunter — Intake new work orders (passcode jobs first, then non-passcode) as fast as possible, then redirect to a Worker when available.
Worker — Perform programmings and assist Hunters as needed.
Support — Troubleshoot software issues and anything new or unfamiliar; provide information on things we have no database or prior knowledge of; and ensure all other roles maintain their objectives.
Roles & Responsibilities — detailed expectationstap to expand · matches Remote Expert SOP §2.1
Each role is expected to meet the standards below. Staying disciplined on these keeps the team tight and our quality of work high.
Hunter
- Grab new orders the moment they come in, with the fastest turnaround humanly possible — passcode jobs first, then non-passcode.
- Confirm the order details are complete and accurate before handing the ticket to a Worker.
- Keep an eye on incoming volume so no order sits unclaimed.
- Never grab a make on the Do-Not-Grab list: Lamborghini, Maserati, Ferrari, McLaren.
Order of Operation — Tickets with Passcodes
When a ticket requires a passcode, work it in this order. Secure the passcode quickly, but never let the ticket stall — intake and dispatch even if the passcode or payment hasn't landed yet.
- Consistently keep the work phone on the Remote Expert screen so incoming contact is never missed.
- Call the customer from the work phone to secure the passcode. If you reach a shop or dealer menu, get to the service department and ask for the technician with the programming tablet. No answer or voicemail → step 3. Answered → step 5.
- Call the customer from Quo. No answer → step 4. Answered → step 5.
- Message them on the Remote Expert platform.
- Follow up on Quo via text to that number and/or the number supplied for the actual technician.
- Intake the order and dispatch it to a Worker — even if you still haven't gotten the passcode or payment. The ticket keeps moving.
- Keep an eye out for incoming messages from the client with passcodes or payment — they may send via Shark or text, or call us back.
Coms
- Intake orders and redirect each one to the correct technician.
- Manage designated and returning customers and own all customer communication and quotes.
- Respond to quotes and customer messages in a timely manner so nothing goes stale.
5-Minute Rule (Coms)
Coms operates on a 5-minute maximum response window. Within 5 minutes, Coms must either respond to the teammate or customer as needed, or follow up with the Worker on the car for a status update.
Support
- Fill in the gaps wherever the team needs coverage.
- Troubleshoot software issues and anything new or unfamiliar; provide information on things we have no database or prior knowledge of.
- Ensure all other roles maintain their objectives.
- Help clear connection issues quickly so Workers are not left waiting.
- Assist Coms and any other role as needed to keep work flowing.
Worker
- Handle the bulk of the tickets handed off by Hunters, working through them steadily.
- Keep Coms updated on the status of each car, especially when prompted within the 5-minute window.
- Flag connection or programming problems to Support early rather than getting stuck.
| Employee | Status | Primary | Secondary | Daily Note |
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Daily Priorities
Escalations / Watch Items
Availability Log (today)