Customer Service Representative Guide

Welcome to the team. Read up!

Introduction

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.

Customer Interactions

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.

 

Computer Setup

ReplyManager

Our main online hub for processing support tickets.

⮕ReplyManager

We use ReplyManager for:

  • Handling and organizing support Emails.
  • Handle Live Chats.
  • Find / Recall orders information.
  • Tracking all replacement units sent out to customers. 

What we use 3CX for:

  • Receive customer calls.
  • Company phone meetings.

3PL

Inventory management website

⮕3PL

What we use 3PL for:

  • Fulfilling replacement orders for US customers.
  • Mainly used for iPets and ThermoPro orders.

AWS

Amazon WorkSpaces.

⮕AWS Download

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. 

Daily Work Flow

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:

  1. 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?”
  2. Listen to / read the customer describing an issue or asking a question.
  3. If the customer asks a question, provide an answer. If unsure of the answer, ask your team on Ding.
  4. 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.
  5. Resolve the issue by going through troubleshooting steps.
  6. 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.

Brands and Products

iPets

Electronic dog training collars. This category includes both iPets and Petrainer.

Common Questions and Issues

All Models

Customer doesn't know what the issue is
  1. Find out the model number.
  2. Ask them if they have charged the device recently. If not, tell them to charge and then call back.
  3. If they’ve already tried charging and the units are still powering on, get them to pair or synchronize the system.
  4. If units are not powering on after charging or not synchronizing, then replace the necessary component(s).
Transmitter or receiver no longer charging and/or not powering on
  1. Determine which component is no longer charging, the remote, collar or both.
  2. Replace accordingly.
Units are no longer communicating with each other or not sending signals to each other
  • 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.
Can't change the level of intensity on Sound and/or Light mode(s)
  • You can’t by design. Both those modes only have one setting. The display will only show zeros while on those two modes.
Lost components (like chargers, contact points and remotes.)

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

What's the clear plastic piece with a light bulb.

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.

My package included a small baggy with prongs in it. What are those for?

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.

998DR

Remote transmitter and collar receiver are out of sync
  • 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.
    1. Press the reset button (AKA pairing button) until the collar receiver beeps and the light turns on solid. 
    2. Once it beeps, let go of the reset button and tap the “Y” key on the remote twice. 

998DB / 916

Remote transmitter and collar receiver are out of sync
  • Ask the customer if the collar receiver is flashing green every 3 seconds (turned ON)
  • If not, ask them to tap the power button. 
  • If the collar is on, walk the customer through the re-syncing steps.
    1. Press and hold the power button. (AKA pairing button) until the collar receiver beeps and the light starts to flash rapidly. 
    2. Once it beeps, let go of the power button and tap the “Y” key on the remote twice. 

619 / 620

Remote transmitter and collar receiver are out of sync
  • Ask the customer if the collar receiver is flashing green every 3 seconds (turned ON)
  • If not, ask them to tap the power button. 
  • If the collar is on, walk the customer through the re-syncing steps.
    1. Press and hold the power button. (AKA pairing button) until the collar receiver beeps and the light starts to flash rapidly. 
    2. Once it beeps, let go of the power button and tap the Vibration key on the remote twice. 

ThermoPro

The main perks of working with us.

Common Questions and Issues

Food Thermometers

What can your thermometers measure?

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.

What does the LLL or HHH mean on the LCD Display?

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 usas the probe may be damaged.

How do you synchronize the transmitter and receivers together for your digital wireless thermometers?

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.

Are your thermometers waterproof?

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!

Why are the temperature readings off by a lot (at least 10+/- degrees F)

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.

How do I properly clean the probe?

Wash the metal probe tips with hot soapy water and dry thoroughly. Do not immerse the probe in water while cleaning.

What should I do to prolong the use of the probes?

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..

Why do I only see a “—” on the receiver where the probe temperature is supposed to be displayed?

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

What can your thermometers measure?

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.

What does the LLL or HHH mean on the LCD Display?

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 usas the probe may be damaged.

How do you synchronize the transmitter and receivers together?

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.

Why are the temperature readings off by a lot (at least 10+/- degrees F)

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.

How do I reset my unit(s)?

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.

How do I stop my unit from auto-cycling through the three channels?

Tap (don’t press and hold) the Channel button until the ⭮ symbol on the left side of the display disappears.

Why do I only see a “—” on the receiver where the outside temperature is supposed to be displayed?

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

Not powering on or no display
  1. Ask the customer to check the battery compartment to ensure the batteries are placed in the correct polarity
  2. Remove any plastic in the compartment or around the batteries themselves.
  3. If this doesn’t work, then replace.
Scale is inaccurate
  1. If it’s a bathroom scale, ensure the customer is using it on hard, flat surface.
  2. 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

Bathroom scale is inaccurate
  1. Ensure the customer is using the scale on hard, flat surface.
  2. If the scale is still reading inaccurately, replace the unit.
Wine opener came without a wall charger

The package only includes the USB cable. Use any phone charger to charge the unit (5 volts charger)

Food thermometer is reading inaccurately

Replace probe. (TPW01 would work)

Petronics

How to find success as a part of our team.

Common Questions and Issues

998PDR

Transmitter or receiver is no longer charging or powering on
  • 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.
The remote transmitter and the collar receiver aren't communicating
  • 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.
    1. Press the reset button (AKA pairing button) until the collar receiver beeps and the light turns on solid. 
    2. Once it beeps, let go of the reset button and tap the “Y” key on the remote twice. 
Can't change the level of intensity on Sound and/or Light mode(s)
  • You can’t by design. Both those modes only have one setting. The display will only show zeros while on those two modes.
Device only works on the sound mode
  • Ask the customer to make sure the level of intensity is higher than zero.