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Transcript

TIP: Remember to click the in the top right to show any interactive elements.

Let's go!

The CSR system is an internal tool used to access and replicate a user’s account for support purposes.

Introduction to CSR

Part 1

Part 1

Objectives

Navigate the CSR Interface

Perform Accurate User Searches

Interpret Search Results

Effectively Analyze and Investigate User Accounts

By the end of this training, participants will be able to:

Logging into CSR

Performing a User Search

Special Search Fields

Additional Search Tips

Enter part of an email to see matching accounts

Use Member ID to view related accounts.

Search by group name for Care@Work-related accounts.

Search by phone number without dashes.

Check "Exclude Closed Accounts" to show only open accounts.

Special Search Fields

  • Company Name: Select at least one user type when searching by company name.
  • Billing Info: Enter last 4 digits of credit card and last name (case-sensitive) for subscription charge searches (WePay no longer used).
    • Only last 4 digits of credit card are required for billing searches.

  • Combine search criteria to refine searches.
  • Ask for more info if needed.
  • Users may enroll with nicknames; this can affect results.
  • Use % to search partial info (e.g., "Anders%" finds Anderson, Andersen).
  • Do not start search terms with % unless searching addresses.

Generalized Search

Member Search Results

Displays all member results matching search criteria

Use results to verify the correct account

Click "Member Snapshot" for account details

Navigating the CSR System

The left-side column offers various navigation options:

  • Top Section: Represents the options users can see.
  • Bottom Section: CSR-only tools and functions (which we will review in detail).

Accessed via the profile photo or initials at the top-right corner, this section is broken into:

  • Manage
  • Account
  • Resources
  • Customer Service (CSR only)

You can also view the Member Home Page by clicking the Care.com logo or My Care.com. This allows you to see what the user sees when logged in.

The Account & Settings section provides detailed user information. Commonly used by Customer Care, it includes:

Account & Settings

My Information

My Plan

Privacy Settings & Preferences

Credit Card Information

Blocked Members

Audit History

Member History

Account History

Account History is our view into the Member Review history on the account

Additional Info

Safety History

For Seekers, the Safety History page is critical in identifying whether an account was closed due to Sift Science.

Additionally, My Stats offer open jobs, and last login activity. You can also determine the device used for recent logins, aiding in troubleshooting.

Let's Wrap Up!

  • Understand the CSR system for effective user support.
  • Use search tools to find user information quickly.
  • Review account details, history, and safety data.
  • Familiarize yourself with the interface for efficiency.
  • Practice to enhance your skills in user assistance.

Thank You!

Education & Knowledge

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