30 Questions
What is the expectation for Specialists' lunch and breaks?
One paid 30-60 minute lunch and two paid 15 minute breaks, per 8 hour work day
What is the purpose of the five minute comfort break prior to the start of the shift?
To ensure the Specialist is readily available to take calls at the start of their shift
What should a Specialist do if they clock in later than scheduled?
Communicate with the Direct Supervisor immediately upon clocking in, and send an email to [email protected]
What is the expectation regarding logging activity?
Notify the team in the group chat when you log in for the day and when you leave
What is the expectation regarding engagement?
Actively use the group chat for asking questions, seeking assistance, and engaging in team discussions
What is the expectation regarding email and chat confirmation?
Confirm receipt of all messages on emails and chat
What should you do if you need to be away momentarily?
Use 'brb' or 'ttyl' to inform others
How should call transfers within the Client Support and Client relation department be handled?
Warm transfers
How should specialists handle client calls and emails?
Return client calls and emails within the same work day
What is the requirement for camera usage during virtual meetings?
Camera should be on during all virtual meetings
How should scheduled days off be communicated to the management team?
Share with CS management team email and show on the calendar
What should your calendar visually represent?
Visually represent the entire day, including meetings, breaks, and work-related activities
What setup is essential for maintaining an organized and efficient work environment?
'Designated Workspace' setup with a desk and a chair
How should you handle your network connection for work-related activities?
Use a secure and private network connection for work-related activities
What is the requirement for joining calls and trainings?
Join exactly at the scheduled time
How should all calls within the Client Support and Client relation department be transferred if it's to a department outside of these areas?
'Cold' transfer
What is the expected duration for lunch and breaks for Client Support Specialists?
30 minutes for lunch, two paid 15-minute breaks
What is the purpose of the five-minute comfort break prior to the start of the shift?
To allow specialists to be readily available to take calls at the start of their shift
How should Specialists communicate if they clock in later than scheduled?
Inform Direct Supervisor immediately upon clocking in and send an email to [email protected]
What is the requirement for email and chat confirmation as per the communication standards?
Confirm receipt of all messages on emails and chat
What is the expectation regarding logging activity as per the performance overview?
Notify the team in the group chat when logging in for the day and when leaving
What is required with regard to availability as per the performance overview?
Keep the chat open during work hours for timely communication
What should you do to communicate your temporary unavailability?
Use 'brb' or 'ttyl'
How should call transfers be handled within the Client Support and Client relation department?
Warm transfers
What is the expectation regarding response to client calls and emails?
Return client calls and emails within the same work day
What is required for maintaining an organized and efficient work environment?
Maintaining a designated workspace with a desk and chair
What should team members utilize their calendars to visually represent?
Entire day including meetings, breaks, and work-related activities
How should scheduled days off be communicated to the management team?
Shared with the CS management team email
What is the requirement for camera usage during virtual meetings?
Camera should be turned on during all virtual meetings
What should be done if running late for a meeting?
Communicate with the Supervisor as soon as possible
This quiz outlines the expectations for Client Support Specialists, including clocking in & out, lunch and break times, and the new comfort break policy. Test your knowledge and ensure you are meeting the expectations set by the Client Support Management Team.
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