Shift Assignments/Coverage
The timeframe where phones should be on and receiving live calls.
What is 9am - 5pm PST
This is how often claims channels should be updated
What is every day!
A way in which we no longer pay customer reimbursements
What is by check
Care recently took this process on from marketing and Ajay
What are donation requests
The email we forward CP inquires to
What is vendor@rinse.com
This is how often shift assignments should be completed and posted in a day
What is two times! Morning shifts and afternoon shifts
This is the status of an issue when we have a pick up on the schedule for a customer
What is Customer Pickup
The amount you can be reimbursed monthly for your internet
What is $40
The two new additions to our claims templates for slack
What are LTV and Recent Issues Paid Out
The tag you should apply anytime a customer reaches out for an update on their claim status
What is "Claim Update Requested"
The important steps I need to take if I am on phone coverage for the day
What is:
1. Green check mark the phone reminder in slack to show my phone is on
2. Hand off the phones before I leave for the day so there is no gap in coverage
The number of times we should reach out to a customer before closing an issue
What is 2
Customers are not allowed to visit these locations due to contractual agreements and liability
What are Cleaning Partners
This is the daily Inbox goal for CCA and CA
What is 0! There should be no past due, or currently due Issues on any given day
The amount of mass SMS messages we can send at once.
What is 35
The status in K2 I should be in when working in CCA/CA
What is Internal Work
The two new areas that should always be updated on an issue
What are Potential Liability and Resolution
The service recently increased in price
What is Dry Cleaning
We must always make sure we apply this when canceling a route
The correct cancelation reason and discount
The automated text that is no longer getting sent out to update customers of their new drop off time
What is the 40 minute running late text (*this means when we cancel routes due to a valet running behind we need to be EXTRA empathetic as the customer was not previously notified of this)
Our KPI for SMS response rate in K2
What is 90% in under 20 minutes
Where you send an issue after you apply a credit to it
Vendor Recoupment (to the correct regional POC)
The steps you take when Ops slacks about a bag split for a customer
What is Eyeball --> Reach out to customer (give them a heads up, explain concern about items falling out, tell them they will not be charged) --> green check mark when done
The tag most recently added to our sprint
What is the "reclean_charged" tag
The Ops team members assigned for VR in each region
Who are: