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Customer Service
Casey
CX Coordinator
Casey triages the support inbox and drafts replies to the routine tickets for a coordinator to review and send — so a small team spends its day on customers, not allocation.
The pre-7am sort, gone
The team came in before 7 to allocate tickets by hand across thousands a week. Casey has the queue triaged before they arrive.
Before
Thousands of tickets a week, and the team arrived before 7 to allocate them by hand before the day even began. Raw data got exported to spreadsheets for manual sorting, and the repetitive queries ate the bandwidth the hard cases needed.
What they own
- →Watch the support inbox and classify each incoming ticket by type and priority — The queue is triaged before anyone sits down
- →Draft replies to common tickets — technician ETA, parts availability, warranty status, resets — for a coordinator to review and send — Routine answers are ready, but a human still approves every customer-facing word
- →Pull the order and warranty context each ticket needs from the back-office systems — Coordinators stop hunting across systems for background
- →Flag escalations and ambiguous tickets for a coordinator's direct attention — The hard cases get the people, the easy ones get drafted
- →Post a daily summary of ticket volume, categories and open flags — The team sees where the load is without compiling it by hand
- →Answer staff questions live in Handle Chat — order status, warranty lookups — Quick questions don't pull a coordinator off their work
Full-timeManaged by Customer-service leadZendeskNetstockMYOBProduct docsHandle Chat
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