1 minute read
Rockhaven
Company Voice Mail Phone Calls Received Process
Who is Responsible: The Marketing Director is responsible for monitoring the company phone number that is listed on Google and other mediums
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What is the Goal: To ensure that Rockhaven Homes answers any and inquires in a timely manner.
How will it be Achieved: By following the below procedure.
Why is this Important: To ensure that Rockhaven Homes is not overlooking any sales leads, customer service issues or potential job candidates.
Rockhaven Company Voice Mail Phone Calls Received Process
After a voicemail is left on the main company phone line 470-645-0124, an MP4 email is sent to info@rockhavenga.com, which is monitored by the Marketing Director. The Marketing Director is to treat the email as a “hot lead” and should be forward to the appropriate person as soon as an email is received.
When voicemail inquiry is received for a Rockhaven Community:
• When a community name is given in the notes section, the email is to be forwarded to the appropriate Sales Advisor.
• If no community name is given in the notes section, an email is to be sent to the Customer with the below message:
“Thank you for your interest in Rockhaven Homes. To better serve your request, please let us know which community you are inquiring about”
• After a response is received, the email is to be forwarded to appropriate Sales Advisor.
When voicemail inquiries are received regarding a customer issue/complaint:
• Forward the inquiry to warranty@rockhavenga.com
When voicemail inquiries are received regarding a vendor solicitation:
• Forward the inquiry to the Construction Coordinator and Purchasing Agent
When voicemail inquiries are received regarding land purchase:
• Forward the inquiry to the VP of Land Development
When voicemail inquiries are received regarding from previous Rockhaven Homes Buyers (out of warranty or general questions)
• Forward the inquiry to the VP of Operations and the President of Rockhaven
When voicemail inquiries are received regarding job opportunities:
• Sales Advisors - forward the inquiry to Sales Manager
• Builder or Assistant Builder - forward the inquiry to the VP of Construction
