Reconnecting with my tax specialist

I got disconnected from the tax specialist provided by Full Service for some reason. He emailed me and instructed: 'When you call TurboTax, you can ask to have your return prepared by me. My name is John...' When I called 1-800-446-8848, they were only able to assist with technical issues and couldn't connect me back with my tax specialist. Can someone help me with this?