Tier 2
This is the Tier 2 team we contact when payslip inquiries need to be elevated.
Who are Payroll Specialists.
The tab that you can find job change history.
What is Worker History?
This is best source of communication when experiencing technical issues.
What is Teams.
This is where 1CREW can locate the Addendums of Standard Work?
What is One Note>Team Administration>Standard Work Creations.
These are the two systems the Contact Center team need to be logged into to begin their day.
What is Salesforce and Genesys.
In One Note under Team Administration, this is page you can find Tier 2 queue information.
What is Salesforce Queue Definitions.
This is the process the Contact Center follows to open a Salesforce case when a crew member is not passed through security.
What is open a case under "General Caller Crew Member" and add crew members full name in case subject line.
1CREW Agents should first self-provision when supporting a customer using what resources?
What is Research, OneNote, CrewNet, Cases & Workday.
This is the standard response time for 1CREW respond to cases.
What is within 24 hours.
This is the phone number and hours of the contact center.
What is 844-841-2739 and 9AM-5PM EST.
This is the Tier 2 queue we elevate to when a team leader requests to have a crew member's compensation reviewed, who does Contact Center elevate to.
Who is Comp CoE.
This is the system the Contact Center uses to view Work From Home Exceptions.
What is Salesforce Lightening.
These are the steps to follow when experiencing technical issues before alerting leadership.
What are clear cache and cookies, restart/refresh, and ask the team if they are experiencing the same issue.
Also accepted notify team/senior associate in Teams.
This is where the Contact Center locate case templates?
What is One Note>Contact Center Shared Notes>Case Templates.
The amount of minutes the Contact Center should be logged into all systems before it counts as an occurrence.
What is four minutes.
This team can update a crew members SSN.
Who is GTAops?
These are the case categories for an inquiry regarding a crew member who wants to make changes to their time sheet.
What is Payroll>Timesheet/Schedule>Corrections.
This is the process 1CREW can follow to assist a crew member who needs assistance from both Payroll and Salesforce team.
What is open one Salesforce case and clone the case to elevate to both tier 2 teams.
Give an example of a positioning statement and personable response.
What is Positioning statement-This call is no longer productive.
Personable response-My condolences to you and your family during this difficult time.
Many responses may be accepted.
This is the goal for 1CREW NFS score.
What is 7.2%
This system is the new Crew Relations platform.
What is HR Acuity.
These two queues are used to elevate to when experiencing Workday and Salesforce access issues?
This is needed when elevating technical issues to Keara.
What is a full screen shot to include time stamp.
These are the three identifiers a lender must provide for employment verification.
What is full name, date of birth, last four digits of SSN.
This is the escalation path within the Contact Center team.
What is Tier 1/1CREW Agent>1CREW resources>1CREW Senior Associates>1CREW Admins>1CREW Supervisor.