A Day in the life of an SCA [5.20.06]

Created: May 20, 2006, 14:10
Last Modified: December 26, 2006, 22:53

Each advisor is scheduled for a shift which allows you to start working at any time during that shift. So let's say you are on the schedule for Monday, Shift B & C for 4 hours.

  1. At 8:30 MT you will log into GTalk and let the CA know you are ready.
  2. Be sure to read any new posts on the Latest News page of Wiki so you are up-to-date. Things change VERY fast, so don't skip this step! [A better plan is to spend a couple of minutes every day reading Wiki and the forum - then you are always up-to-date, even if you aren't on the schedule that day.]
  3. Trained Advisors:
    • You will log into Footprints and begin work, taking one ticket at a time as long as we are working INSIDE FP. If we are working outside FP (during August only) see below:
    • Contact the customer/reply to the email for 2 or 3 tickets.
    • Log back into Footprints and update those tickets. Do NOT leave tickets open for long as it makes it more difficult for the contact advisor.
    • Return to contacting customers, updating Footprints after every few tickets.
    • When you are down to your last few tickets, IM the contact advisor and let her know you are about out and how much time you have left to work.
    • The contact advisor will continue to assign you tickets as time and volume permit.
    • You need to be available for the entire number of hours for which you are scheduled, whether or not there is work for you. The contact advisor may ask you to check back in 20 minutes, etc. You will log only the time you actually spend working on your recap/invoice, not the entire time for which you were scheduled to be available.
    • Use the contact worksheet to keep track of information you will need for the daily recap: http://advisors.sonlight.com/password/uploads/daily_worksheet_template_1_03_06.xls
  4. Trainees:
  5. If you have any questions, IM the contact advisor first. If she can't help you contact the facilitator. Other veteran advisors may be able to help with product information as well if those two are not immediately available. Contact advisors are certain to be available between 9 and 4:30 MT. If you choose to work a shift outside those times, you may or may not have support.
  6. Once you are done with your work for the day you will complete the Recap: http://advisors.sonlight.com/password/uploads/template_advisor_recap_2006.xls . Send the updated recap to the facilitator at the end of each work day: [email protected] .
  7. Let the contact advisor know you are signing off for the day.

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