When your phone rings, please stop what you are doing and answer the call as quickly as possible. Your coworkers will understand if you tell them, “Hold on for just one minute while I answer the customer call”. Our customers come first – they’re why we are here.
Identify ourselves when we answer.- “Thank you for calling MoMA Design Store, this is Joe speaking, how many I can help you?”
Listen to the caller’s request and assist the caller accordingly. If we cannot assist the caller, we will direct the call to the appropriate person/department. We will let the caller know if we are placing them on hold. We will use proper transfer protocol when transferring.
End the conversation in a courteous and professional way by thanking the caller.
Notify our customers that someone is unavailable by saying, “He/She is unavailable. How may I help you?”
Please keep your personal cell phone ringer turned off during business hours. Do not answer your cell while on a customer call; please wait until you have completed your call and have satisfied our customer. When possible please have personal conversations off the customer service floor.
Refrain from accessing personal email accounts and social networking sites unless your action is MoMA-related. Before work and during your lunch break are acceptable times for these sites.
Headsets have to be worn to answer customer calls.
While working, please do not eat or chew gum as our customers can hear you.
Do not give the toll-free Customer Service number to your friends and family members to reach you.
Please respect your coworkers’ lunch breaks. Everyone has a different scheduled time for lunch; hold off on asking work related questions until that person is officially back to work. And remember, the warehouse takes lunch 1 – 1:45 every day.
We will follow the Dress Code provided by SRDC
You are expected to be logged into your phone and computer ready to work at your assigned start time.
Please adhere to your assigned lunch period to prevent delays of your co-workers lunch break. It is important not to start your lunch if your co-worker has not returned.
Lunches are unpaid 30 minutes with an additional 15 min paid time. The total break for Lunch will be 45 minutes.
All employees are required to punch in and out for shift start time, lunch in and out and shift end time using ADP. Proper codes for Lunch and breaks should be used for Zendesk.
Please park near the Customer Service entrance (door #2). There are no assigned parking spaces.
Professional conduct and language must be maintained at all times.