Page 4 - Email Support Playbook

Players

1- Moderators:

(Typically leads) Moderators assign or transfer new cases & monitor completion
of cases.

Note
In the case of a lead, this person will also work on

escalations and provide feedback after QA

completes case auditing*

2- Special Account CSRs:

Designated representatives to work on Centurion Gallery cases (prioritized above
all other cases) or on specific accounts which need to be handled with care. (See
“Special Handle Accounts” in content).

3- General Support Team Members:

Works on assigned or transferred cases on a First In, First Out (FIFO) basis.

4- Helpers:

Phone, order entry, or shared services representatives that are assisting general
support due to unusually high case volume.

5- Shared Services CSRs & Queues:

CSRs working with the following queues have the same basic operating
procedures and players as the general support queue. Typically they do not have
helpers because of the specificity of the cases they are assigned. This is not an
exhaustive list but it covers the main queues.

 ShutterSupport@HunterDouglas.com
 HDIS@HunterDouglas.com
 Motorization@HunterDouglas.com