Platinum Team: Handling Document Requests

The Vendor Relations and Complaints Team frequently handles requests for various documents from customers. The most common documents include:

• W-9

• Certificate of Insurance (COI)

• Automobile Insurance

• Receipts

• Vendor's Package

• Lien Waiver

• ACH Form

Each document request requires specific steps to ensure accuracy and timely delivery to the customer.

Steps for Handling Document Requests

1. W-9 and Other Editable Documents

1. Locate the Customer and Job Details:

   • Use the Workiz system to find the customer associated with the request.

   • Determine the state where the service was provided.

2. Access the Required Document:

   • Navigate to Google Drive:
     -> Find folders: W-9/COI.

   • Select the required document template (e.g., W-9, COI, etc.).

3. Edit the Document:

• Download the document and upload it to an online editor:
  -> W-9 Editor: Sejda 
• Add the necessary details, including:
  -> Signature
  -> Date

      4. Save and Send the Document:

• Download the edited document;
• Email the completed document to the customer;
• Attach to the job and update the notes.

2. Certificate of Insurance (COI)

1. Gather Information from the Customer:

• Clarify the state where the COI is required.
• Ask the customer how they want to be listed on the COI (as additional insured or certificate holder).
• Obtain the company/property name and address that should be listed on the COI.

     2. Request COI from the Logistics Team.

Handling Other Document Requests

1. Review the Request: 

   • Carefully read the document request to understand the requirements.

2. Verify Document Availability:

   • If unsure about the availability of the requested document, consult with the Logistics team.

3. Respond to the Customer:

   • Once the document is prepared, send it to the customer via email.

   • Ensure that all customer inquiries related to the document are addressed promptly.

   • Attach to the job and update the notes.

Additional Considerations

1. Accuracy and Compliance:

   • Double-check all details on the documents before sending them to ensure accuracy and compliance with customer requirements.

2. Timely Response:

   • Handle all document requests promptly to maintain good customer relationships.

3. Record-Keeping:

   • Keep a record of all document requests and the responses provided. This helps in tracking and ensuring that all customer needs are met efficiently.
     
     

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