The Purpose Of This Guide📖

  This guide is meant to serve as an extra means of support and information while you assist customers. You can  Favorite⭐ this site and keep it handy in another tab.  

Here are some tips to remember when using this site! 🙂

🌻The magnifying glass at the top right of the screen is useful when you want to type in keywords to search this entire site. 

🌻This guide also includes video tutorials! The default resolution settings may make the videos look blurry. You can change this by clicking somewhere in the video, then clicking the Cogwheel⚙️ at the bottom of the video and changing the Quality option to whatever resolution is more comfortable for your eyes. *⭐Note: Not all of the videos have sound, some are just a quick tutorial that do not need any audio🙂*

🌻If something is not working or is broken like a video or photo, please reach out to Mimi or Isabel!

Getting Started🌞

First off, we are all so excited that you're here with us this season! 🎉😊

Let's start with some basic information before you dive into the rest of this guide! 

At the beginning of your shift, you'll want to open and be logged into all of your programs and be ready to assist customers! Listed below are each program you should have open at the start of your day to make things easier for you throughout your shift. 

We will go over the importance, reason, and how to use each program in the "Programs" tab at the top of the page. 

• AWS - Where we take our calls (Please add this to your bookmarks by clicking the ⭐in your URL bar)

• Shopify - Where our orders live (Please add this to your bookmarks by clicking the ⭐in your URL bar)

• Zendesk - Where we communicate with customers (Please add this to your bookmarks by clicking the ⭐in your URL bar)

• Netsuite -   (Please add this to your bookmarks by clicking the ⭐in your URL bar)

• Outlook - Your work email (Please add this to your bookmarks by clicking the ⭐in your URL bar)

• Teams - Where we communicate with each other

• Backorder Report - Where you can view back-ordered items and orders (Please add this to your bookmarks by clicking the ⭐in your URL bar)

• Gump's Website - (Please add this to your bookmarks by clicking the ⭐in your URL bar)

• Virtual Gump's Catalog-(Please add this to your bookmarks by clicking the ⭐in your URL bar)

Tier System: Since there are so many of us on the CC team during the holidays, it can be overwhelming to remember who is in charge of what and what goes where! While all jobs on this team are equally important, the easiest thing to remember is a Tier System. This can make things flow through the pipeline much smoother and help when escalations are needed.  

• ⭐Tier 1: Phone Agents - Phone agents are responsible for taking customer calls and notating their calls. Phone agents do not do any Admin work or have to answer customer chats

• ⭐Tier 2: Admins - These are the agents that are working with customer emails, chats, and anything to do with NS. These are the agents that work behind the scenes making Returns, Cancellations, Refunds, etc. happen! 

• ⭐Tier 3: Core Group - These are our seasoned agents who are here to assist, offer support, and jump in wherever help is needed! This group will also be assigned the role of "Buddy" which we will go over in training.🙂

♥️It is important to remember to start each day with kindness and end with kindness. Not just to our customers, but to yourself and your mind. Leave your troubles and worries at the door. This is a fun, safe environment to learn and grow together🌱