Office Etiquette
Where should I avoid over crowding?
Elevators
Lunch Time/Break Rooms
On the floors/at desks
What should I do if I come across an Orphan Payment Work Item?
Reach out Immediately to my TL
Where can I view my schedule?
Aspect/Alvaria
What is the most common place I will find Company Wide Communication, OUT Updates, and Quality Insights?
Gmail
True or False
I must call out to a customer when they are Greened.
False
When should I be wearing my face mask/covering?
While in the buildings
What can happen if an Orphan Payment is not worked properly?
Our Customer can be charged their down payment twice.
What would be considered an occurrence? Must list 2.
Late Arrival for the start of my shift
Late Arrival back from break or lunch
Early Departure - leaving before the end of my scheduled shift
Unscheduled Absence
If my meeting is being held virtually - where can I locate my Meeting Invite & Zoom Link sent out by my TL?
Google Calendar
What is the call window when we ARE able to contact our customers by phone?
8am - 8pm their time
What should I do if am experiencing COVID symptoms?
Stay home
Communicate with your TL
Email the Response Team -> CC your TL
True or False
If the case has other work items that I am skilled on, I should work those first and then reach out to my TL when only the Orphan Payment Work Item is left.
False
Can I submit a time correction form if I forget to disposition?
No - unfortunately we can retroactively adjust for forgotten dispositions
What feature can I utilize to locate previously asked questions and shared resources?
Slack Search
When additional documents and/or action items are needed from the customer we should be making an outbound call AND ____before moving on to the case?
Submitting a Customer Request
When and where can I use my cell phone?
During breaks & in designated break areas
If I have a personal matter & communicate with my TL
If my TL is not available when I pull a case with an Orphan Payment Work Item, what should I do?
Utilize the "Lost in the Woods" workflow in your individual team's channel.
I can be up to ____ minutes late logging into my Max Agent in the morning and log out up to ____ minutes early at the end of day to avoid an occurrence.
6 and 3
If I were to post a question about a case in my Team's Slack Channel, what information should I include?
Include as much detail as you can:
PID/Carma Link
Question
Where you looked
What you think the answer is
In the instance I am working a case that has work items I have not yet learned in Rotation, I would work all items I am skilled on, submit any needed Customer Request, NOT make an outbound call, and then ______.
Select Unable to Complete -> M0 Partial Case
What is Carvana's dress code?
Dress for your brand
Appropriate coverage
Don't dress for the gym and/or night club
Carvana Swag
Who works Orphan Payment Work Items?
M3 Advocates and Above
List 2 examples when you would submit a time correction form.
Forgetting to clock in or out on Workday
Tech Issues (after properly communicating to your TL)
Going to Break or Lunch Late
Where in Slack can I go to Acknowledge my Touchpoints and Coachings?
Slackbot
If an advocate left a message within the last hour with no new work items to review, do I need to make a call?
Yes - since we did not make contact with the customer