This course trains call center representatives to effectively handle incoming calls by identifying whether they are New Leads or Follow-Ups. Participants will learn how to gather essential customer information, enter accurate lead details into the SmartMoving system, and understand service types like Moving, Packing, Load/Unload, and Storage. The training emphasizes clear communication, using scripts, identifying referral sources, and ensuring leads are placed in the callback queue within 30 minutes. For Follow-Ups, learners will practice retrieving customer records, entering callback requests, and assigning them correctly. By course end, participants will confidently manage customer interactions and maintain seamless workflow in line with Firehouse Movers’ standards.