## Purpose
Answer incoming calls on Shaniqua’s Scale Pilot line (225-681-8969) promptly and consistently while the account stays active.
## Responsibilities
Call team/VA answers; Team Lead ensures coverage; Account Manager verifies Scale Pilot remains open.
## Keep Account Active
Keep Scale Pilot open and logged in; confirm routing for 225-681-8969.
## Monitoring
Keep the dashboard or softphone open during working hours; check audio, device, and internet before the shift.
## Answering
Answer within 3 rings when possible. Greeting: “Thank you for calling Early Steps, this is [Your Name], how may I assist you?”
## Handling
Follow scripts for enrollment, waitlist, billing, tours, and messages to Shaniqua. Document immediately in the tracking system.
## Missed Calls
Return within 10 minutes when possible; leave a professional voicemail if unanswered.
## Reporting & Escalation
Send a daily summary (received, missed, follow-ups) to Shaniqua and the ops thread. Escalate urgent/sensitive calls to Shaniqua; escalate Scale Pilot tech issues to the account manager or IT.