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In the event that the Account Manager does not respond within the required amount of time (outlined in the SOP), the agent will change the status to ‘Waiting for Management’. This will trigger an escalation to the regional manager. In cases where the account manager is the same as the regional manager (Davies, Chad, Joe, Paige) escalate to James Lee.
Request for AM response (per SOP):
Tag the AM in an internal comment in the ticket and leave specific notes regarding the request
Populate the ‘Account Manager’ field with the AM’s name
Set the Priority as outlined in the SOP
Change the ticket status to ‘Waiting for Account Manager’
Escalation to Regional Manager or James Lee (per SOP or at Leadership request):
Change the ticket status to ‘Waiting for Management’
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