Client Support Specialist Expectations Quiz
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Questions and Answers

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 (correct)
  • One unpaid 60 minute lunch and one unpaid 15 minute break, per 8 hour work day
  • Two paid 30-45 minute breaks, per 8 hour work day
  • One paid 45-60 minute lunch and one unpaid 15 minute break, 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 (correct)
  • To make up for any missed breaks during the work day
  • To allow time for personal calls before starting work
  • To have a quick break before starting work

    • What should a Specialist do if they clock in later than scheduled?

  • Do nothing as long as they complete their full shift
  • Inform the team in the group chat immediately
  • Wait until the end of the day and then inform the Direct Supervisor
  • Communicate with the Direct Supervisor immediately upon clocking in, and send an email to [email protected] (correct)

    • What is the expectation regarding logging activity?

    <p>Notify the team in the group chat when you log in for the day and when you leave</p> Signup and view all the answers

    What is the expectation regarding engagement?

    <p>Actively use the group chat for asking questions, seeking assistance, and engaging in team discussions</p> Signup and view all the answers

    What is the expectation regarding email and chat confirmation?

    <p>Confirm receipt of all messages on emails and chat</p> Signup and view all the answers

    What should you do if you need to be away momentarily?

    <p>Use 'brb' or 'ttyl' to inform others</p> Signup and view all the answers

    How should call transfers within the Client Support and Client relation department be handled?

    <p>Warm transfers</p> Signup and view all the answers

    How should specialists handle client calls and emails?

    <p>Return client calls and emails within the same work day</p> Signup and view all the answers

    What is the requirement for camera usage during virtual meetings?

    <p>Camera should be on during all virtual meetings</p> Signup and view all the answers

    How should scheduled days off be communicated to the management team?

    <p>Share with CS management team email and show on the calendar</p> Signup and view all the answers

    What should your calendar visually represent?

    <p>Visually represent the entire day, including meetings, breaks, and work-related activities</p> Signup and view all the answers

    What setup is essential for maintaining an organized and efficient work environment?

    <p>'Designated Workspace' setup with a desk and a chair</p> Signup and view all the answers

    How should you handle your network connection for work-related activities?

    <p>Use a secure and private network connection for work-related activities</p> Signup and view all the answers

    What is the requirement for joining calls and trainings?

    <p>Join exactly at the scheduled time</p> Signup and view all the answers

    How should all calls within the Client Support and Client relation department be transferred if it's to a department outside of these areas?

    <p>'Cold' transfer</p> Signup and view all the answers

    What is the expected duration for lunch and breaks for Client Support Specialists?

    <p>30 minutes for lunch, two paid 15-minute breaks</p> Signup and view all the answers

    What is the purpose of the five-minute comfort break prior to the start of the shift?

    <p>To allow specialists to be readily available to take calls at the start of their shift</p> Signup and view all the answers

    How should Specialists communicate if they clock in later than scheduled?

    <p>Inform Direct Supervisor immediately upon clocking in and send an email to <a href="mailto:[email protected]">[email protected]</a></p> Signup and view all the answers

    What is the requirement for email and chat confirmation as per the communication standards?

    <p>Confirm receipt of all messages on emails and chat</p> Signup and view all the answers

    What is the expectation regarding logging activity as per the performance overview?

    <p>Notify the team in the group chat when logging in for the day and when leaving</p> Signup and view all the answers

    What is required with regard to availability as per the performance overview?

    <p>Keep the chat open during work hours for timely communication</p> Signup and view all the answers

    What should you do to communicate your temporary unavailability?

    <p>Use 'brb' or 'ttyl'</p> Signup and view all the answers

    How should call transfers be handled within the Client Support and Client relation department?

    <p>Warm transfers</p> Signup and view all the answers

    What is the expectation regarding response to client calls and emails?

    <p>Return client calls and emails within the same work day</p> Signup and view all the answers

    What is required for maintaining an organized and efficient work environment?

    <p>Maintaining a designated workspace with a desk and chair</p> Signup and view all the answers

    What should team members utilize their calendars to visually represent?

    <p>Entire day including meetings, breaks, and work-related activities</p> Signup and view all the answers

    How should scheduled days off be communicated to the management team?

    <p>Shared with the CS management team email</p> Signup and view all the answers

    What is the requirement for camera usage during virtual meetings?

    <p>Camera should be turned on during all virtual meetings</p> Signup and view all the answers

    What should be done if running late for a meeting?

    <p>Communicate with the Supervisor as soon as possible</p> Signup and view all the answers

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