Client Support Specialists Expectations Quiz

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What is the expectation for the lunch break for Client Support Specialists?

20-30 minutes
30-45 minutes
45-60 minutes (correct)
60-75 minutes

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

Take a 5-minute comfort break
Notify the team in the group chat
Inform their Direct Supervisor and send an email to [email protected] (correct)
Log the late clock-in in the official log book

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

To attend a quick team meeting
To avoid taking calls at the start of the shift
To be readily available to take calls at the start of the shift (correct)
To allow the Specialist to start work early

What does the Performance Overview expect regarding communication standards?

Actively using the group chat for asking questions and engaging in team discussions (B) Signup and view all the answers

What should a Specialist do if they need to leave early?

Inform their Direct Supervisor and send an email to <a href="mailto:[email protected]">[email protected]</a> (D) Signup and view all the answers

What is expected with regards to chat availability during work hours?

Keep the chat open during work hours for timely communication (C) Signup and view all the answers

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

Use 'brb' or 'ttyl' to inform others (D) Signup and view all the answers

How should calls within the Client Support and Client relation department be transferred?

Warm transfers (B) Signup and view all the answers

What is the expected response time for returning client calls and emails?

Within the same work day (D) Signup and view all the answers

How should a delay in attending a meeting be communicated?

By communicating with the Supervisor as soon as possible (C) Signup and view all the answers

What is the camera requirement for virtual meetings?

Camera should be kept on (A) Signup and view all the answers

What is the recommended network connection for work-related activities?

Secure and private network connection (B) Signup and view all the answers

How should scheduled days off be communicated?

Share with the CS management team email (D) Signup and view all the answers

What should the gmail status be set to in order to track online activity?

Automatic (D) Signup and view all the answers

What is the requirement for joining calls and trainings?

At least 1 minute before the scheduled time (A) Signup and view all the answers

How should breaks and lunches be scheduled?

Scheduled as shared with each individual (B) Signup and view all the answers

What is the expectation for meeting recap submissions?

Send a concise meeting recap to the Supervisor, Training Manager, and Senior Client Support Manager within 24 hours (B) Signup and view all the answers

What is the expected behavior regarding communication on delays?

Communicate promptly with a valid reason and request an extension if necessary (C) Signup and view all the answers

How should team members manage their email inbox according to the Zero Inbox Mentality?

Promptly read, respond to, and organize emails to maintain a clear inbox (C) Signup and view all the answers

What is the requirement with regards to company values?

Demonstrate commitment to the company's mission and goals in every aspect of work (D) Signup and view all the answers

What is the expectation regarding team morale and support?

Actively contribute to a positive work environment by recognizing and celebrating the achievements of team members (C) Signup and view all the answers

What is expected in terms of adherence to deadlines?

Complete all tasks by the given deadlines with no exceptions (C) Signup and view all the answers

What is the individual responsibility of specialists in managing inbound calls?

Accepting inbound calls and prioritizing them (B) Signup and view all the answers

What is the requirement for managing the individual queue/tasks if the tickets are over 24 hours past due?

Communicate with the supervisor before the end of the business day (A) Signup and view all the answers

How many times should a specialist attempt to contact a client before notifying Client Support Management and/or solving?

3 times (D) Signup and view all the answers

What should specialists do regarding email correspondence for SOL templates and warning cancellation emails?

Upload them as an attachment to the client’s program (A) Signup and view all the answers

What is expected of specialists regarding notes after every interaction with a client?

Leaving notes regardless of call length or content (D) Signup and view all the answers

What should specialists do if they need to go off duty?

Use statuses in Dialpad appropriately (A) Signup and view all the answers

What is the requirement for handling tickets in terms of priority?

Handle Urgent Priority first, then Past Due, and finally Normal Priority (D) Signup and view all the answers

What is the requirement for updating due dates for existing tickets?

Update due dates accordingly after making changes to the existing ticket (C) Signup and view all the answers

What should a specialist do if they are aware of how to handle a matter during an incoming call?

Handle the matter without notating an existing ticket (D) Signup and view all the answers

What is the expectation for specialists regarding managing calls from the Client Support call center?

All calls must take place from the Client Support call center (A) Signup and view all the answers