Copy - CSR Training

CSR Training

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

Let's go!

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

Part 1

Objectives

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

Navigate the CSR Interface

Perform Accurate User Searches

Interpret Search Results

Effectively Analyze and Investigate User Accounts

Logging into CSR

Additional Search Tips

Performing a Specialized Search

Special Search Fields

Enter part of an email to see matching accounts

Search by group name for Care for Business-related accounts.

Search by phone number without dashes.

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

Use Member ID to view related accounts.

Generalized Search

• 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.

Member Search Results

Displays all member results matching search criteria

Click "Member Snapshot" for account details

Use results to verify the correct account

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

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

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).

Navigating the CSR System

Account & Settings

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

Privacy Settings & Preferences

My Information

My Plan

Credit Card Information

Blocked Members

Account History

Member History

Audit History

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

Safety History

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

Additional Info

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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