Customer Service Representative Guide
Welcome to the team. Read up!
Our Mission
Company’s goals for the customer service department.
At iTronics we provide customers with affordable and reliable products. A part of providing reliable products is providing a reliable customer service force to support the needs of the customer and the needs of the company.
Job Benefits
The main perks of working with us.
- Work from anywhere. Wherever it’s reasonably quiet and there’s a reliable internet connection.
- Paid lunch break. All employees get a one hour lunch break without clocking out.
- One week paid vacation. Employees can accumulate 40 hours of paid time-off per year.
Expectations
How to find success as a part of our team.
- Be punctual. Communicate with your supervisor/team as early as possible when you’re unable to make it when you’re expected to.
- Be friendly; be patient. Throughout your job you will contacted by people from many walks of life and from various parts of the world. Some of those interactions will be challenging to sit through.
- Be efficient. When handling customers’ phone calls, live chats and Emails, aim to resolve any issue with as few interactions as possible (e.g. One phone call, 1-2 Emails).
- Be knowledgeable. Customers will look to you for answers. They will want an informed person on the other end. It takes weeks to have a good handle on our product specs, operating and troubleshooting those products. There will be always a team member around to answer any of your questions.
Pre-purchase Inquiries
Questions regarding a product’s features.
Product recommendation.
Notes:
- Make sure our products’ pages are accessible within a few clicks. That will be handy when you need to check a certain product’s features.
- If unsure of an answer, you can always ask your team on Ding.
Examples:
- “What’s the range on your remote dog training collar?”
- “Do you have a thermometer that also measures humidity?”
- “What dog training collar would best fit my poodle?”
Setup and Use
Questions on how to setup a product or using a certain feature
Notes:
- Open 3CX and enter the queue
- Login to ReplyManager and mark yourself “Online”
- Login to Ding
- Have 3PL and AWS ready to go when you need them.
Examples:
- “How do I set a temperature on my cooking thermometer?”
- “How do I turn off channel cycling?”
- “My package included a small plastic piece with a light bulb in it. What’s that for?”
- “What’s a good place to hang my remote sensor outside?”
Product Issue
- Not working as expected.
- Stopped working.
- Defective.
- Missing components.
- Physical damage.
- Shipping.
Notes:
- Make sure that you understand the issue at hand clearly.
- Attempt to troubleshoot the issue before moving on to replacing the unit.
- You will be able to tell whether an issue is troubleshoot-able or not with experience.
Examples:
- “I’m getting a reading on the transmitter but not the receiver?”
- “I have dashes in place of my outside temperature?”
- “My remote screen is cracked.”
- “I ordered a product a week ago but haven’t received my package.”
Amazon Reviews
Amazon customers’ feedback and comments.
ReplyManager
Our main online hub for processing support tickets.
We use ReplyManager for:
- Handling and organizing support Emails.
- Handle Live Chats.
- Find / Recall orders information.
- Tracking all replacement units sent out to customers.
3CX Phone
Phone software
⮕3CXDownload (Windows)
⮕3CXDownload (Mac)
What we use 3CX for:
- Receive customer calls.
- Company phone meetings.
3PL
Inventory management website
What we use 3PL for:
- Fulfilling replacement orders for US customers.
- Mainly used for iPets and ThermoPro orders.
AWS
Amazon WorkSpaces.
What we use AWS for:
- Fulfilling orders for non-US customers.
- Fulfilling replacement orders for US customers when not available on 3PL.
- Issuing refunds.
- Responding to Amazon comments and reviews.
Get Setup
Be ready to start handling phone calls, live chats and tickets.
Notes:
- Open 3CX and enter the queue
- Login to ReplyManager and mark yourself “Online”
- Login to Ding
- Have 3PL and AWS ready to go when you need them.
Take Calls and Chats
Handle incoming phone calls via 3CX and live chats via ReplyManager
Notes:
- You will get notifications when there’s an incoming call or live chat.
- You will be able to see how long a customer has been on hold in both 3CX (phone calls) and ReplyManager (live chats). Try to not leave a customer waiting for too long.
When taking a call / chat:
- Greet. Identify yourself. Offer assistance.
- “Hello. My name is Joe. What can I help you with?”
- “Hey. This is Joe. How can I assist you today?”
- Listen to / read the customer describing an issue or asking a question.
- If the customer asks a question, provide an answer. If unsure of the answer, ask your team on Ding.
- If the customer describes an issue they’re having with a product, ask questions of your own that would help you pin point the issue.
- Resolve the issue by going through troubleshooting steps.
- If unable to troubleshoot, ask the caller for the order number so you can start processing a replacement.
Handle Tickets
Respond to customers’ emails (tickets) through ReplyManager
Notes:
- If you’re not in a call or chat, move on to working on the tickets assigned to you on ReplyManager.
- We like to keep our response times as short as possible. Don’t let tickets sit for too long.
iPets
Electronic dog training collars. This category includes both iPets and Petrainer.
Common Questions and Issues
- Find out the model number.
- Ask them if they have charged the device recently. If not, tell them to charge and then call back.
- If they’ve already tried charging and the units are still powering on, get them to pair or synchronize the system.
- If units are not powering on after charging or not synchronizing, then replace the necessary component(s).
- Determine which component is no longer charging, the remote, collar or both.
- Replace accordingly.
- Ask the customer to make sure that the collar is flashing every 3 seconds (turned ON)
- Ask the customer to try the other channel on the remote transmitter.
- Walk the customer through the steps of re-syncing the two devices. See below for a specific model.
- You can’t by design. Both those modes only have one setting. The display will only show zeros while on those two modes.
Inform customer that losing parts or components is not covered by the warranty. You may process a courtesy replacement if it’s the customer’s first time
That’s the shock tester. You could use it to test if the collar static shock function is working properly by pressing the wire at the bottom of the plastic piece against the two prongs. You could also use it as a wrench to screw and unscrew the prong on and off the collar receiver.
The package includes 3 different sizes of prongs to accommodate different dog types/breeds. The medium sized prongs will be already installed on the collar receiver when you receiver the package.
- Ask the customer if the collar receiver is flashing every 3 seconds (turned ON)
- If not, ask them to tap the reset button using a pin (the reset button is right by the charging port).
- If the collar is on, walk the customer through the re-syncing steps.
- Press the reset button (AKA pairing button) until the collar receiver beeps and the light turns on solid.
- Once it beeps, let go of the reset button and tap the “Y” key on the remote twice.
ThermoPro
The main perks of working with us.
Common Questions and Issues
Food Thermometers
Our Thermometers are mainly used for many different kinds of meats, but they can also be used for water, candy and oil as long as it is within the specified temperature range.
This usually means that the probe may be damaged by moisture or heat causing it to be defective. You can try re-inserting the probe or re-inserting the batteries to fix this issue. If you’ve tried this and the reading is still off, please contact us, as the probe may be damaged.
This is very simple, remove the batteries from both the receiver and the transmitter and remove the stainless steel probe. First, re-insert the batteries into the receiver. Second, re-insert the stainless steel probe into the transmitter. Third, re-insert the batteries into the transmitter. The transmitter should send a temperature reading to the receiver and this temperature should now be displayed.
The answer is no, but they are rinse proof, so do not be afraid to have them around the sink, they just cannot be submerged in water!
If your thermometer is giving you a reading that is noticeably out of the desired range of temperature you seek, then it is most likely you just need to re-synchronize the receiver to the transmitter or reinsert the probe firmly into the unit. If you notice that this does not work, your probe may be damaged either by moisture or heat and please contact us.
Wash the metal probe tips with hot soapy water and dry thoroughly. Do not immerse the probe in water while cleaning.
Tin foil can be wrapped around the probe wire to shield to from some of the heat or flare-ups that can occur. Please never let your probe or probe wire be submerged in water..
Please follow the start up instructions located within in your unit’s manual.
First, make sure the probes are fully and firmly inserted into the transmitter. Second, re-insert the batteries into the receiver. Third, re-insert the batteries into the transmitter. The transmitter should send a temperature reading to the receiver and this temperature should now be displayed.
Thermometers & Hygrometers
Our Thermometers are mainly used for many different kinds of meats, but they can also be used for water, candy and oil as long as it is within the specified temperature range.
This usually means that the probe may be damaged by moisture or heat causing it to be defective. You can try re-inserting the probe or re-inserting the batteries to fix this issue. If you’ve tried this and the reading is still off, please contact us, as the probe may be damaged.
Remove the batteries from both the receiver and the transmitter. First, re-insert the batteries into the transmitter. Then, re-insert the batteries into the receiver.
If your thermometer is giving you a reading that is noticeably out of the range of temperature you expect, then it is most likely you just need to reset the unit. If you notice that this does not work, your probe may be damaged either by moisture or heat and please contact us.
Remove the batteries from both the receiver and the transmitter. First, re-insert the batteries into the transmitter. Then, re-insert the batteries into the receiver.
Tap (don’t press and hold) the Channel button until the ⭮ symbol on the left side of the display disappears.
You might just need to re-synchronize the two devices. Remove the batteries from both the receiver and the transmitter. First, re-insert the batteries into the transmitter. Then, re-insert the batteries into the receiver.
Accuweight
Bathroom, food and pocket (gram) weight scales
Common Questions and Issues
- Ask the customer to check the battery compartment to ensure the batteries are placed in the correct polarity
- Remove any plastic in the compartment or around the batteries themselves.
- If this doesn’t work, then replace.
- If it’s a bathroom scale, ensure the customer is using it on hard, flat surface.
- If they are and the surface is still inaccurate and not within our variance, replace the scale.
Famili
Variety of home and kitchen devices.
Common Questions and Issues
Few drops of dish soap (any brand)
Replace unit
- Ensure the customer is using the scale on hard, flat surface.
- If the scale is still reading inaccurately, replace the unit.
The package only includes the USB cable. Use any phone charger to charge the unit (5 volts charger)
Replace unit.
Replace probe. (TPW01 would work)
Petronics
How to find success as a part of our team.
Common Questions and Issues
- If it’s the receiver, ask them to tap the reset button (next to the charging port)
- If it doesn’t respond (beeps or starts to flash) replace unit.
- If the remote transmitter is not powering on when pressing mode, replace unit.
- Ask the customer if the collar receiver is flashing every 3 seconds (turned ON)
- If not, ask them to tap the reset button using a pin (the reset button is right by the charging port).
- If the collar is on, walk the customer through the re-syncing steps.
- Press the reset button (AKA pairing button) until the collar receiver beeps and the light turns on solid.
- Once it beeps, let go of the reset button and tap the “Y” key on the remote twice.
- You can’t by design. Both those modes only have one setting. The display will only show zeros while on those two modes.
- Ask the customer to make sure the level of intensity is higher than zero.
