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Department Overview

Customer Service Department

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Overview

Welcome to the Customer Service Department at Crowned Credit. This team serves asis the primary point of contact for all clients and plays a critical role in delivering a smooth, consistent, and results-driven client experience from startthe moment someone signs up to finish.

Our department is responsible for managing the fullday clientthey journey,graduate ensuringwith thata every account is properly set up, actively worked on, and continuously supported throughout thetransformed credit repair process. This includes clear communication, accurate execution of processes, and maintaining client confidence at every stage.profile.

Department Structure

CSR Basic Organization Structure

The Customer Service🎯 Department is composed of three core teams:

    Onboarding TeamMission
    Responsible for setting up new client accounts, collecting and verifying required documents, and ensuring all systems (such as DisputeFox and credit monitoring) are properly configured before disputes begin.

    Billing Team
    Handles all payment-related concerns, including subscriptions, invoices, failed payments, account status (active, paused, suspended), and billing-related inquiries.

    Credit Case Specialists (CCS)
    Manage active client accounts by reviewing credit reports, monitoring dispute progress, communicating updates, and guiding clients through the process. They are the main point of contact once onboarding is complete.

    Our Role in the Client Experience

    Each team plays a specific role, but all work toward the same goal:

    To effectively maintain active client relationships by providing a clear, professional, and reliable experience.experience — ensuring every client feels supported, informed, and confident in the credit repair process.

    What the CSR Department Does

    The Customer Service Department manages the entire post-sale client relationship. Once a client pays and enters the system, they are entirely in our hands. We are responsible for:

    This

    Account requiresSetup strong& coordinationActivation between— teamsCollecting documents, setting up DisputeFox and SmartCredit, and ensuring the client is onboarded correctly within 7 days Active Account Management — Monitoring every client's dispute pipeline, reviewing results, and communicating progress on a consistent schedule Client Communication — Responding to avoidall delays,inbound miscommunication,SMS, calls, and emails within our defined SLAs; proactively reaching out with updates Retention & Satisfaction — Handling concerns, de-escalating frustrated clients, and keeping clients engaged in the process to reduce churn Billing Support — Resolving payment failures, managing subscription changes, and handling billing-related disputes Escalation Management — Routing complex issues to the appropriate team lead or gapsdepartment head when they fall outside standard scope Graduation & Referrals — Celebrating client wins, closing out graduated accounts, and securing referral and review opportunities

    Department Structure & Team Size

    The Customer Service Department is composed of three specialized sub-teams, each with a defined scope and area of ownership:

    Team Headcount Primary Responsibility Owns Onboarding Team 8–10 Specialists + 1 Lead Convert new clients into active, engaged participants within 7 days Docs collection, DisputeFox setup, onboarding call, SmartCredit activation Billing Team 3–5 Specialists Manage all payment and subscription-related issues Failed payments, billing disputes, plan changes, account status (active/paused/cancelled) Credit Case Specialists (CCS) 10–15 Specialists + 1–2 Leads Manage active client accounts through the dispute journey Dispute updates, client communication, progress monitoring, credit guidance, escalations
    🌍 About Our Team
    Crowned Credit is fully remote. Our team operates across the Philippines, Nigeria, Colombia, and the Dominican Republic. All team members work in service.English and follow standardized SOPs to ensure consistent service regardless of timezone or location.

    Core Metrics & Performance Standards

    Every CSR team member is measured against the following key performance indicators (KPIs). These metrics define what good performance looks like and are reviewed on a regular basis by team leads.

    Metric Target Why It Matters SMS Response Time Within 2 hours (business hours) Clients who wait too long churn; fast responses build trust Call Answer Rate >90% of inbound calls answered Missed calls = missed opportunities to retain clients Onboarding Completion Rate >85% within 7 days Delayed onboarding = delayed results = early churn Client Retention Rate Target: >80% monthly Retention is directly tied to revenue sustainability Escalation Resolution Time Same shift or within 24 hours Unresolved escalations compound into cancellations Unread Inbox at End of Shift Zero unread during business hours Every unread message is a client left waiting Update Call Completion 100% of scheduled calls completed Proactive communication prevents reactive complaints

    Service Standards & Expectations

    All team members are expected to:to uphold the following standards at all times. These are non-negotiable behaviors that define how Crowned Credit operates.

    ✅ Always Do

    • Communicate clearly, professionally, and promptly

    • Maintain accuracy when handling client information and processes

    Follow established SOPs andbefore compliance guidelines

    improvising

    Set realistic expectations (no— overpromisingnever overpromise results or timelines)

    timelines

    Take ownership of client concerns anduntil ensure proper resolutionresolved or escalation

    properly escalated Log every client interaction in GHL with accurate notes Maintain confidentiality of all client data Escalate when in doubt — silence is never the answer
    ❌ Never Do
      Guarantee specific score increases or removal timelines Ignore or delay response to upset or frustrated clients Give legal or financial advice outside your scope Log off without clearing your inbox or handoff notes Discuss internal team issues with clients Make promises you can't keep or haven't verified Skip escalations because you're uncomfortable asking for help

      Tools We Use Daily

      Tool Purpose Used By GoHighLevel (GHL) CRM, inbox (SMS/email/chat), automation, tasks, pipeline tracking All CSR teams Aircall Inbound/outbound phone calls, voicemail, call recording All CSR teams DisputeFox Dispute pipeline management, credit report tracking, letter generation CCS, Onboarding SmartCredit Client credit monitoring — tracks score changes and bureau updates in real-time CCS, Onboarding Team Communication Channel Internal team updates, shift handoffs, escalation alerts All teams

      How to Use This SOP

      This SOPwiki is designed to be your primary reference for daily operations. It contains theevery processes,process, systems,script, and guidelinesguideline needed to perform your role effectively. If it's not in here, ask your team lead — and if the answer is valuable, it will get added.

      • Use this section to understand the big picture

        and where your role fits

      • ReferNavigate to specific sectionsbooks and pages for step-by-step processes

      • When in doubt, follow documented procedures before escalating

        making judgment calls
      If a process is outdated or wrong, flag it — don't work around it silently

      By💡 understandingRemember
      Understanding how the entire department operates and— not just your role — makes you a better team member. The best CSRs at Crowned Credit know how eachonboarding, rolebilling, contributes,and you’ll be able todispute work moretogether. efficiently,Learn collaboratethe effectively,full andpicture. deliver a higher level of service to every client.

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