The EE team exists to not only handle escalations from our executive teams but to provide “white glove” service to specialty escalations and issues.
When a new or potential client reaches out to Upwork via Social Media/Community,
a number of factors go into the determination of how this individual will be assisted. To decrease the chance of churn and guide through the hiring flow, EE has been asked to help to ensure a prompt response and positive experience.
Escalations:
P2P will escalate select cases to EE for assistance:
- New Client / unestablished clients will be reviewed by the SM team using the criteria below
- Job Post value/ 2.5K or up
- Established web presense found / company information
- Small Business and up
- Possible long term projects hiring multiple freelancers
EE Response To P2P New Client Issues:
When a New Client Issue email comes to EE, it will come via the P2P email distro
- SLA for EE email response to SM during working hours is 15 minutes
- 2 hrs SLA for responses to SM for those clients who are not Small Business and up
- Announce in the ee-team-chat you are taking the case
- Respond to the email stating you will handle the case
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Enter client details in the New Client Outreach Tracker
- Locate the user’s profile and create a touch response ticket via Zendesk to schedule a call
- If the client has not created an account, request their name/ email to be added to Zendesk (Cheryl and Brian can assist with this)
- Once the call is set up, assist with
- Reviewing, editing or creating a clear job post
- Setting up filters to short list freelancers
- Sharing best practices for interviewing, hiring and managing freelancers.
- You can refer to EE’s Guide for additional information
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If a client needs additional personal assistance from Talent Solutions, fill out the TS Form for the client and assist with setting up an appointment on behalf of the client
- Follow the case and assist the client until the users issues are resolved or they are in communication with a Talent Service representative