Tier 2: Escalations

Tier 2: Escalations

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Objectives

• Overview of the Tier 2 Process for escalations
• Reviews Process
• Booking Refund Request
• DSAR Email Procedure
• Gender Identity Concerns

Review Escalations

• In the new reviews platform, if a Seeker reaches out to Tier 1 requesting a removal or edit to a review, these requests are escalated to Tier 2.
• Search for the review in Salesforce. If the review is in Salesforce, check the status of the review. Tier 1 should be including the Salesforce case number if this is a review on the new platform. Additionally, Tier 1 agents should also be including either Edit Review or Remove Review in the subject line of the case.

Review Escalations

• The review must be in an approved or edited status. Begin by setting the status of the case back to New from Closed.
• Then, refresh the page. Click on the edit button to make the necessary changes.
• If the Seeker has requested the review be removed, click on the Reject button. This is a permanent action and cannot be undone.
• You must include a case comment with any changes you made. If you try to submit the changes without a case comment, you will receive an error screen. Case comments should use this format:

* (Customer Care Team): Edited Review upon Seeker request. Original review read as: copy original review here. After you include your case comments and click on Publish Review, the case will automatically close.

Booking Refund Requests

• Member Refunded 3X's for same Booking Refund reason
• Provider refunded Seeker offline, but Cancellation Fee needs refunded

These are reviewed in detail by Tier 2 and require additional account research and potential supervisor assistance.

Quick Reference - Escalations

DSAR Email Procedure

• Tier 2 agents must view all requests to see if Google or Apple social log in is enabled. If it is, the customer will need assistance with setting a password/password reset BEFORE adding the privacy request to the case. The customer needs an email and password to complete the webform. Once the password is all set, we can add the privacy request which will direct the customer to the self-service webform.

1. Click Feed and choose Privacy Request.
2. Choose Request Type:
1. Data Categories
2. Access Data
3. Delete Data
3. Choose Request Status:
1. Requested (this auto populates –use for verified member)
2. Completed –Failed –Verification Failure (use when you cannot verify contact)
4. Click Save-Pop up Confirmation

DSAR Email Procedure

5. Once privacy object is created; a confirmation email is automatically generated to member. 6. Close Case

• Case Comment = “Created privacy request: PR-###” (Add the applicable privacy request number to the case comment)
• Case Reason = Account Management
• Secondary Case Reason = Data Deletion

DSAR Email Procedure - Privacy Request Number

Each privacy request object will generate a PR number in Salesforce. Include this number in the case comment when closing the case. In order to see the PR number quickly, click on refresh after you click on Save. The PR number will show up as an update to the case.

DSAR Email Procedure - Privacy Request

Privacy Requests are located in the Related tab. Clicking on the Privacy Request heading will bring up the ability to view all Privacy Request Information.

• Privacy Request Name
• Request Type
• Request Date
• Request Status
• Actions (Edit and Delete) are available by clicking the drop-down arrow to the far right

DSAR Email Procedure - Privacy Request

It is CRUCIAL that a Privacy Request Object is completed properly. When a customer contacts us, creating the “Privacy Request Object ”in Salesforce is of the utmost importance! Request Type choices include:

• Data Categories
• Access Data
• Delete Data

DSAR Email Procedure - Privacy Request

Request Status choices include many options, but CC should only use one of these two for now:

• Requested − Use Requested for all requests where identity is verified.
• Completed – Failed – Verification Failure − Use for all requests where identity cannot be verified (i.e. contact not found).

DSAR Email Procedure - Automated Email Notification – Request Link

Once you have verified the customer, completed the privacy request object, and have chosen Requested as the Request Status, the customer will receive this automatic email. It will include the self-serve link to complete a privacy request. Subject: Privacy CCPA –Request Link

DSAR Email Procedure - Automated Email Notification – User Verification

If you cannot verify the customer (i.e. contact not found), complete the Privacy Request Object and choose “Completed –Failed –Verification Failure” as the Request Status. The customer will receive this automatic email that includes the self-serve link to complete a privacy request. Subject: Privacy CCPA – User Verification

Customer Service and Pronouns

It is our job to make all customers feel welcome and comfortable to share feedback, concerns or questions they may have. We accomplish this by:

• Personalized Greetings
• Using non-gendered terms during interactions
• Using their preferred name
• Actively listening to customers

Customer Service and Pronouns

Inclusive Customer Service:

Gender Sensitivity Concerns

At Care, we respect people's identity and gender. Cases related to gender concerns are handled by Tier 2 agents.

• Concern or feedback about gender options
• Concern regarding their safety as a result of their gender or name options
• Concern or feedback regarding their legal vs display name (preferred or deadname)
• Needs assistance in updating name or gender on their account or profile
• Needs assistance with a job post or profile containing references to LGBTQ+ or containing any of the key words/phrases

Gender Sensitivity Concerns

Any cases with the following key words or phrases:

• Queer
• Genderqueer
• Deadname (Deadnaming is the act of referring to a transgender or non-binary person by a name they used prior to transitioning, such as their birth name)
• Transgender
• LGBTQ+ (or LGBTQ+ ally)
• Non-binary
• Discrimination [based on gender/identity]
• Non-cis gender
• "I don't identify" with/as

Tier 2 Procedure

Tier 2 will work with Member Review and Safety as needed to resolve the customers concerns. Once the issues have been resolved, respond back to the customer using the approved templates and ensuring name is correct on response.

Reminders

• Some transgender and non-binary people adopt a new name that better aligns with their gender identity.
• If you are working a case where someone states they are transgender and go by a different name, make sure you refer to them as their preferred name.
• You may have to manually change the name in the Salesforce response depending on what the customer has listed on their account. ALWAYS check the name you are using before responding back. Email case responses have the merge field so make sure to remove the merge field and replace with their preferred name if needed .

Thank you!