Packages
What is USPS pickup?
Allotted time select WH have to pick up packages directly from USPS.
Alloted time to give the resident to respond before closing out a conversation. (email/SMS)
48 hours
What documents do we need to file a claim?
*Screenshot of the receipt showing the total cost of the package and the correlating tracking number directly from the vendor (NOT CARRIER)
Package requires a signature
OVS/DNL
In what timeframe must a chat be responded to?
90 seconds
What does PR mean?
Package is not scanned into a current location/missing from the last scanned location.
What is a jiffy?
Padded/cushioned envelope
Due date for a PI
24 hours
Where can I find the template for PI tasks?
Reference section on the "Missing Package 2" answer OR Resource Center
OVS size qualifications
* 4 feet or longer - not to exceed 10'x6'x6'
* over 50 LBS - not to exceed 300 LBS
How long do we have to answer a phone call?
60 Seconds
What is the conversation workflow for email agents?
Step 1: At the start of your shift, click next 3 times to get 3 new conversations
Step 2: Send 1st meaningful response on those 3
Step 3:Update rest of your pipeline
Step 4: Pull 1 new conversation to send the first meaningful response
Step 5: Repeat steps 3 and 4
True or False? We can accept paletted items.
True; Only if we are able to break down the pallet to deliver the items off the pallet, not in bulk.
In what timeframe does an SMS/email need to be responded to?
3 hours
In what scenario should the resident be escalated and why?
A)They express dislike in delays
B)They tell the agent they don't see a point of the service.
C)They mention going to the Property Manager.
C; The Supervisor will need to alert the AM for this property in order to best address and ensure this is resolved.