32 Questions
What is the expectation for the lunch break for Client Support Specialists?
45-60 minutes
What should a Specialist do if they clock in later than scheduled?
Inform their Direct Supervisor and send an email to [email protected]
What is the purpose of the five minute comfort break prior to the start of the shift?
To be readily available to take calls at the start of the shift
What does the Performance Overview expect regarding communication standards?
Actively using the group chat for asking questions and engaging in team discussions
What should a Specialist do if they need to leave early?
Inform their Direct Supervisor and send an email to [email protected]
What is expected with regards to chat availability during work hours?
Keep the chat open during work hours for timely communication
What should you do if you need to be away momentarily?
Use 'brb' or 'ttyl' to inform others
How should calls within the Client Support and Client relation department be transferred?
Warm transfers
What is the expected response time for returning client calls and emails?
Within the same work day
How should a delay in attending a meeting be communicated?
By communicating with the Supervisor as soon as possible
What is the camera requirement for virtual meetings?
Camera should be kept on
What is the recommended network connection for work-related activities?
Secure and private network connection
How should scheduled days off be communicated?
Share with the CS management team email
What should the gmail status be set to in order to track online activity?
Automatic
What is the requirement for joining calls and trainings?
At least 1 minute before the scheduled time
How should breaks and lunches be scheduled?
Scheduled as shared with each individual
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
What is the expected behavior regarding communication on delays?
Communicate promptly with a valid reason and request an extension if necessary
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
What is the requirement with regards to company values?
Demonstrate commitment to the company's mission and goals in every aspect of work
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
What is expected in terms of adherence to deadlines?
Complete all tasks by the given deadlines with no exceptions
What is the individual responsibility of specialists in managing inbound calls?
Accepting inbound calls and prioritizing them
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
How many times should a specialist attempt to contact a client before notifying Client Support Management and/or solving?
3 times
What should specialists do regarding email correspondence for SOL templates and warning cancellation emails?
Upload them as an attachment to the client’s program
What is expected of specialists regarding notes after every interaction with a client?
Leaving notes regardless of call length or content
What should specialists do if they need to go off duty?
Use statuses in Dialpad appropriately
What is the requirement for handling tickets in terms of priority?
Handle Urgent Priority first, then Past Due, and finally Normal Priority
What is the requirement for updating due dates for existing tickets?
Update due dates accordingly after making changes to the existing ticket
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
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
This quiz outlines the expectations for Client Support Specialists at Century Services, including clocking in and out, lunch and break times, and the implementation of a comfort break. Test your understanding of the guidelines set by the Client Support Management Team.
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