How Your Supervisor Will Contact You

Now that you know how to reach your Supervisor, here’s how they will reach out to you.

Chat Invite- You are expected to be in chat during your entire shift. If you do not receive an invitation to chat within 5 minutes of your scheduled start time, text your Supervisor and politely request to be added to chat.
Main Chat: This is where all agents over their 30-day mark will be. You are expected to keep chat professional, which means keeping chit-chat to a minimum, using proper spelling and grammar, as well as keeping comments about customers to yourself. If you have an issue with another agent or Service Advisor, you will need to speak to your Supervisor on Duty separately.

New Hire Chat: This is where any team member under their 30-day mark will be while they are getting their feet under them. This is a smaller chat that typically consists of the members in one class, and the Supervisor on Duty. You may also see other team members, who are not the active Supervisor on Duty, these members are also Supervisors, and are available to help answer questions and assist in anyway.

Private Chat: In addition to regular chat, your Supervisor on Duty may need to pull you aside for any reason and will do so by sending you a private chat. In this, you and your Supervisor will have one on one time to work through any issues you may be having, or to provide feedback after monitoring. Being invited to a private chat does not necessarily mean you are in trouble. You Supervisor simply wants to speak to you, without announcing the situation to the group.

Email: You should always check your email as a part of preparing for your shift, this will ensure that you have seen any password updates, CLIP updates, or other important announcements.

By Phone: Your Supervisor, and any member of management may need to reach out to you from time to time. For example, if you are late for your shift, a Supervisor may reach out to you to see where you are, and of course, address any concerns. A Supervisor may also call you in order go over some feedback after monitoring.

When speaking to your Supervisor you are expected to remain polite, cooperative, and receptive to what they have to say. Your Supervisor is held to those same standards, and if you are having a misunderstanding with anyone on our team, please do not hesitate to reach out to HR, Blu Schmitz, Zach Kates, or George Yassa and we can fully document and take additional steps if needed.