HT/Crowder (What to do)

Morning Kickoff (7:45AM-8:30AM)

• Clock In & Prep Workstation

  • Log into all systems 

  • Power on the computer and ensure the headset is charged and connected.

  • Open necessary programs: Freshdesk, Ringcentral, Slack, Google Sheets, Shopify, and Store pages.

  • Verify login credentials for Mug Club (if applicable) and Stripe for VIP cancellations.

• Morning Team Meeting

  • Join Justin’s daily meeting or coaching session (check schedule for time).

  • Take detailed notes on updates, feedback, or new priorities.

  • Apply relevant changes to workflows (e.g., new response protocols or promotion details).

• Review Current Promotions

  • Visit Store pages to check for new promotions, giveaways, or product drops.

  • Note any limited-time offers (tees or supplement bundles).

Core Daily Tasks (8:30 AM - 4:30 PM)

1. Email Review & Response

• Check Incoming Emails

  • Log into support Freshdesk

  • Scan emails for urgent issues (e.g., missing items, refund requests, shipping issues) or trends (e.g., complaints about specific products like Shilajit).

  • Prioritize responses: urgent issues first (e.g., invalid addresses, missing tracking numbers), then general inquiries.

• Respond to Emails (Hodge Twins Style)

  • Use a bold, friendly, and patriotic tone

  • Check previous email threads for context (e.g., customer Desiree’s order #533007 issues).

  • Ensure responses align with policies 

• Sherpa & Postscripts (Some Days)

  • Review Sherpa on Shopify tasks (e.g., customer follow-ups or escalated issues) and complete as assigned.

  • Look through Postscripts on Shopify, respond to comments that are pressing issues or questions

2. Rate Alerts and Product Reviews

• Check rate alerts and correct addresses for a valid address or contact the customer if we can not locate a valid shipping address

• Prioritize follow-ups:

  • For pending negative reviews, offer solutions (e.g., store credit, refunds) and kindly request review removal if resolved.

  • For Published negative reviews always try to guild them to the customer support email

• Log all interactions in shopify for tracking.

3. Returns & Refunds

• Process returns per the 30-day money-back guarantee:

  • Verify return eligibility (defective items, non-delivery).

  • Issue refunds via Shopify/Stripe and log details (e.g., customer name, order number, reason).

  • Example: For Desiree’s missing decal/mystery gift, confirm address and reship or refund.

  • Note:Customers can get refunds as a store credit

• Notify customers of refund status: “Your refund’s processed, [Customer Name]! Funds’ll hit in a few days(5-10 Business days). Thanks for stickin’ with us!”

4. Cancel Stripe VIPs

• Process cancellations for specified VIP Club members (Cassie).

  • Log into Stripe, locate accounts, and cancel subscriptions.

  • Confirm cancellation with a follow-up email

  • Log cancellations in the CRM for records.

5. Handle Phone Calls

• Answer incoming calls in a professional manner

• Address inquiries (e.g., order status, product questions) and log details.

• Make outgoing calls for follow-ups (e.g., confirming addresses or resolving rate alerts).

6. Mug Club (Some Days)

• Check Mug Club tasks (e.g., managing member perks, responding to inquiries).

• Use Mug Club google sheet to manage customer issues and communicate with the team.

• Update CRM with Mug Club interactions.

Ongoing Task Management

• Log Transactions

  • Record all sales, refunds, returns, and key interactions.

  • Example: “Refunded [Customer Name] for order #533007, Shilajit, reason: unsatisfactory.”

  • Note trends (e.g., frequent complaints about shipping delays or product quality).

• Monitor Feedback

  • Report recurring customer issues (e.g., PayPal errors, missing items) to Justin during meetings.

End-of-Day Wrap-Up (4:30 PM - 5:00 PM)

• Compile Daily Summary

  • Review emails, calls, and rate alerts to identify trends (e.g., “Multiple inquiries about Methylene Blue stock,” “Complaints about shipping delays”).

  • Note common issues (e.g., PayPal duplicate charges, invalid addresses) and potential improvements (e.g., clearer checkout instructions).

  • Example: 

“Today: 25 emails handled, 3 refunds issued for $60, 2 VIP cancellations (name of Agent). 

Trend: Customers requesting tracking numbers—suggest auto-email triggers.”

• Prepare for Next Day

  • Clear out resolved emails

  • Update team calendar with new promotions or tasks.

  • Log out of systems and ensure the workstation is ready for tomorrow.

• Clock Out

  • Submit a daily summary to Justin/team and clock out.

Notes

• Tone: Keep it bold, patriotic, and fun while staying professional.

• Customer Focus: Prioritize quick, clear responses and leverage the 30-day guarantee to build trust.

Team Calendar: Always check for Mug Club, Sherpa, or rate alert tasks to stay aligned.