Client Care
Queue Management
Email and Phones
Cast and Crew
100
Client Cares phone number.
What is 703-793-6200?
100
Respond to associate, update empty fields, escalate if necessary, and submit the status accordingly.
What are the actions that should be completed before exiting the ticket?
100
This information should be pulled up when taking a call.
What is their BC, and any previous tickets in Zendesk (if applicable)
100
Currently a full-time student in college.
Who is Mercedes?
200
Client Care's operating hours.
What is 8:30am-8:00pm EST Monday-Friday?
200
On hold ticket with a red SLA breach.
What is following up in the side conversation and responding to the associate?
200
A follow-up/related email comes in as a separate ticket about a previous recent issue.
What is researching the older ticket, if it's related and recent then merge and answer their question or comment on side convo?
What is handling it as a new ticket if the other case is older than a week old?
200
Sold abstract art in galleries full-time.
Who is AJ?
300
Services that we offer.
What is Business, Vendor, Payroll, Corporate Services?
300
The number of tickets that should be pulled at a time. (and why)
What is one ticket at a time? (Why: bc things happen and if you are sitting on more than one ticket at a time, they could have been answered by another teammate instead of now waiting longer to get a response)
300
An associate says they spoke with another CC member, they have an active ticket but are waiting on the Client team for a response/update.
What is assisting your peers, let the associate know we are waiting on an update and adding appropriate comments?
300
Has a passion of travel and has visited 33 countries.
Who is Lety
400
Client Care has this many teammates (not including Meredith).
What are 8 peers?
(MaryJane, Ajiah, Cecilia, AJ, Casey, Maleah, Lety, and Mercedes)
400
You have followed up with the client team two times, pinged them (if applicable) and they still have not responded/updated the ticket.
What is looping in Meredith?
400
Instead of typing the same thing over and over again, you can....
What is using a macro?
400
Lived in a different city every summer through college.
Who is Maleah?
500
Teammates who support Marketplace.
Who are MaryJane, Ajiah, Casey, and Maleah
500
You should not be doing this when escalating a ticket.
What is copying and pasting an associate's email?
What is not giving enough details?
500
You've been on the phone forever, seem to be getting nowhere but need help and need to research.
What is getting their information and letting them know you are going to look into this further and give them a call back?
500
Has two dogs named Harvey and Luna.
Who is Cecilia?
600
Client Care lives in this many different states.
What is 6 different states?
600
Standard procedure for following up with an associate that has not replied.
What is sending two emails, then a phone call, and a third email if you had to leave a voicemail?
600
A manager emails us about approving time.
What is transferring the ticket to the client team?
600
Collects vinyl records.
Who is MaryJane?
700
Client Care was formed this year.
What is 2019?
700
Your pending queue should only be looked through this often.
What is every other day? (You should never have a pending ticket with the updated column older than a day old)
700
A manager emails us to follow up with an associate.
What is acknowledging the manager and reaching out to the associate?
700
Not a licensed officiant.
Who is Meredith?
800
Name the verticals.
What is...
Healthcare/Life Science
Technology
Financial Services
Professional Services
Federal
Specialized
SEP
800
In ZD, the associate's info is blank when you escalate. These steps should be done so they are set for future tickets.
What is updating their notes with Program type, and Associate ID, and also checking their profile to make sure the Referring Client field is filled out correctly?
800
Prioritize the below:
Writing an email, getting pinged in a chat, getting a call
What is...
Take the call
Finish the email
Then resume the chat
800
If she knew French she would be living in Paris.
Who is Casey?