Advocate Case - Customer Advocate Not Available

Topics:

• Advocate assigned to a case is not available
• Who does a customer work with if their Customer Advocate is out of the office?
• What is the process if a Customer Advocate is out of the office and one of their customers call?

Answer:

If the assigned Customer Advocate (CA) is not available, please reassure the customer that finding a resolution to the case is very important to the assigned advocate and our organization. Because cases are very detailed, it is best to provide any updates to the assigned CA, who will determine next steps.

1. Go to Teams.
2. Click Chat.
3. Search for assigned CA.
4. Select CA.
5. Hover over initials or picture.
6. Review out-of-office information, direct phone number, breaks.

Advocate in Office

1. Send a Chat to the assigned CA.
2. Provide Case Number and name of caller.
3. Request immediate transfer.
4. If the CA is helping another caller or on break:
   • Again, please reassure the customer that "finding a resolution to your case is very important to your advocate. Because cases are very detailed, it is best to provide any updates to the assigned CA, who will determine next steps. I'd like to document the updates on your case and send this to your advocate."
5. Document updates on the Active Case and email Advocate for return call ASAP. 
   1. From Case Timeline, + Email Case To assigned CA, copy Jesse Gray. 
   2. Request assigned CA call customer back ASAP.

Advocate Out of Office

• Again, reassure the customer that their case is important, and the assigned Advocate is needed to review the situation and provide next steps.
• Offer one of the following:
  • Voicemail or
  • Document updates on the Active Case and email for call upon return.
    1. From Case Timeline, + Email Case To assigned CA, copy Jesse Gray. 
    2. Request assigned CA call customer back upon return.
• If the customer would like to speak with a CA today:
  • Inform the customer that you would like to document any updates and send the case to the queue for the next available Advocate to call back.
    1. From Case Timeline, + Email Case To [email protected], copy Jesse Gray. 
       • Include the best phone number for a call-back today.
       • Update Primary Account Phone and Contact Phone as needed.
       • Request call customer back ASAP.
    2. Advise the next available Advocate will return the call as soon as possible. 
    3. If the caller is requesting to speak with someone immediately, use Teams, CS-Customer Advocate, to check availability.
       • Please be cognizant of the limited CA availability in AZ for the last hour of the day. Do your best to assure the customer that an Advocate will return their call first thing the next business day.

Please note: A Customer Advocate may not be available for an immediate transfer, as we may be helping another customer. Please stress we are dedicated to finding a resolution to the caller's case, and you will be sure the next available CA calls as soon as possible.

• Customer Advocate Direct Dial Numbers
• Interaction Referral Process