Department Overview

Customer Service Department Overview

Welcome to the Customer Service Department at Crowned Credit. This team is the primary point of contact for all clients and plays a critical role in delivering a smooth, consistent, and results-driven client experience from the moment someone signs up to the day they graduate with a transformed credit profile.

🎯 Department Mission
To effectively maintain active client relationships by providing a clear, professional, and reliable 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:

Account Setup & Activation — Collecting 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 all inbound 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 department 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 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 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
Follow established SOPs before improvising
Set realistic expectations — never overpromise results or timelines
Take ownership of client concerns until resolved or 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 wiki is your primary reference for daily operations. It contains every process, script, and guideline 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
Navigate to specific books and pages for step-by-step processes
When in doubt, follow documented procedures before making judgment calls
If a process is outdated or wrong, flag it — don't work around it silently

💡 Remember
Understanding how the entire department operates — not just your role — makes you a better team member. The best CSRs at Crowned Credit know how onboarding, billing, and dispute work together. Learn the full picture.