When in doubt, connect with a Cc and an intro! (fellow facing!)

• connecting your Fellows with Customer Operations accomplishes a couple things:
  • it creates a "high touch" experience that is commensurate with the price tag of the Pathrise program versus telling them to get in touch with us
    • this is an example of good service, reducing the customer effort!
    • it also reduces the timeline to resolution, as we don't have to wait for the fellow to reach out
  • it gives you the opportunity to both:
    • summarize your understanding of the fellow's issue, which acts as acknowledgment and
    • provide us with context

Be non-committal but empathetic and validating about concerns re: discounts and placement exceptions (fellow facing!)

• some examples of great language you can use are:
  • I hear that you haven't been totally satisfied and that you'd like a discount. To support you through that process, I've Ccd Customer Operations, who will be in touch within 48 hours to on this thread to support with next steps!
  • I hear that you're concerned about your loss of work authorization leading to your withdrawal and that paying the withdrawal fee will be tough. To support you with next steps, I've Ccd Customer Operations, who will be in touch within 48 hours to on this thread!

Share Offer / Placement info (not fellow facing if we're trying to determine if a fellow's offer counts or not!)

• a lot of the situations we deal with are very nuanced, so information including (but not necessarily limited to!) the following is super helpful for us:
  • is the offer verbal or have they received it in writing?
  • do you have the offer letter? GET THE OFFER LETTER IF YOU CAN!
  • if the role is contracted, how long is it?
    • does the contract stipulate the possibility to extend or is it outlined as a set period of time?
  • is the position similar to those on the JSP?
  • is the comp within the ranges listed on the JSP or is it below? if it's below, how low is it compared to the JSP?

Share Fellow Intention (not fellow facing if we're trying to determine if a fellow's offer counts or not!)

• does the fellow want to continue working with us or do they want to withdraw?

Share Your Opinion (not fellow facing if we're trying to determine if a fellow's offer counts or not!)

• you're the expert! if someone has a job that they accepted, that's qualified as placement, but it's not industry relevant, they needed it to survive, and it's below the JSP - and you believe that they are very capable of securing the SWE role they came here for, are enjoying working with them, and can vouch for their consistent effort, LET US KNOW!