CSR Operations
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- Q 1/10Score 0What is an Active Leak?29The customer had to shut off gas/water to stop the flow.There is standing water.Water or Gas is actively discharging.The leak was existing PRIOR to team's arrival.
10 questions
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- Q1What is an Active Leak?The customer had to shut off gas/water to stop the flow.There is standing water.Water or Gas is actively discharging.The leak was existing PRIOR to team's arrival.60s
- Q2When populating an Email for a claim, the recipients should be John Paden, Sunny Gale, Crystal Martinez, Call Center Management and ------Local Site RegionalLocal RouterLocal Site GMCompany President60s
- Q3Which of these are NOT appropriate for a claim, here at Freight Rite?Vehicular AccidentHaul Away of Wrong Appliance.Order RefundDropped Appliance60s
- Q4When a customer calls in, reports they have been working with someone in claims. Should you...email claims including any processor they say they work with.Transfer to Sunny Gale.Email Claims managers only.Transfer call to the processor handling claim.60s
- Q5For any and ALL existing claims, please include John Paden.False. He should be on new claims and active leaks only. Unless its a freight claim.False. Only include John on new claims and active leaks.True. He should be on all claims emails. Period.True. He prefers to be on new and existing, but not active. Sunny handles active leaks, solely.60s
- Q6What is the protocol if a team can not fit their truck down a path and want to submit a Small Truck Request?Advise the next available and email site of request.Contact the router to see what you are able to advise. Send email to that local Gm and router in addition to your own management. Have the team take photos.Grab your manager to handle the request, as it is part of their duty. They will get a copy of the team's photos anyway.Advise the team to send pictures to their management and email the location with the issue so they can contact the customer themselves.60s
- Q7What does RTWH stand for?Retry This With HelpReturn To WarehouseRadial Totals Withstand HeatRoad To White House60s
- Q8When in DMS notes, you see an entry that states" CCI verify TF" - what is this rep reporting?Customer called in to verify top fabrication.Customer Called In to verify Time FrameCustomer Cant Idle. Verify Timely fulfillmentCustomer Cancelled Item. Verified Too Far60s
- Q9When on the DMS notes, you see an entry that reads "SPKW CX ADV contact POP"- What is that rep reporting?Spoke with team captain. Advancing contact of point of persons.Spoke with the customer, advised they need to contact point of purchase.Supervisor paged kindly-worded. Carrier Cancelled. Advised to contact Point of Purchase.Safety regulations wade caution for advancement. Contact point of purchase.60s
- Q10What is an acceptable amount of time to have a customer on hold?2 minutes or less15 minutes or less5 minutes or less10 minutes or less60s
