What is a Router?
The Router is the most client-facing position of Invisible’s Agents. The router is the voice of a client’s Assistant. They are the agents routing client messages to agents as well as directly supporting and communicating with clients.
What does a Router do?
- Routes messages.
A router receives incoming messages from a client and classifies them by type of message. The four types of messages are Instances of processes, new Requests, Direct Messages, and Spam. Each type of message has its own flow. With instances, a router must also classify the client’s process that should be operated to complete that instance.
— Example: a router will select the proper process that should be operated for this instance. Here, it is “Scheduling a Meeting” (Screenshot). - Communicates with clients.
A router is assigned to a set of clients and communicates with them more than any other agent. A router is the voice of a client’s assistant. They are in charge of not only routing their messages, but also answering direct messages that a client sends to their assistant. A router also sends and receives texts and calls from a client on Zendesk and routes the actionables of those messages to other agents.
— Example: a router answers direct messages from clients that don’t fall under any given process. Here, the client is asking how his assistant is (Screenshot). - Sends summaries.
A router is in charge of sending regular reports to a client, the default interval being weekly, but they can be as often as the client wants. Summaries often times include how much money a client has spent and how much time has been spent on a client, but, as with the intervals, they can include whatever the client wants regarding Invisible’s service to them.
— Example: a router sends a weekly email to a client with hours worked, money spent, processes launched, instances operated, and mistakes solved (Screenshot). - Tracks time.
A router tracks the time it takes for them to operate an instance of a specific process. Currently, this is done on Toggl, but we are building our own time-tracking technology at the time of writing this blog.
— Example: a router will turn Toggl on and off in Slack and add the proper tags (Screenshot). - Tracks work.
A router tracks the time it takes for them to route messages for a specific client in the client’s dashboard — located in a Google Sheet. The router also logs any mistake they make and any preference the client sets.
Requirements?
- English
Routers must have excellent fluency in English.
Routers must have little to no accent.
Routers must make little to no grammatical mistakes.
Routers must demonstrate great verbal and written communication skills. - Internet and Phone
Routers must have access to a phone.
Routers must have access to a stable internet connection.
Routers must be able to do video calls and share their screens on these calls. - Learning
Routers must have the desire and drive to learn.
Routers must have the ability to learn from instructions and mistakes. - Availability
Routers must be able to work at least 40 hours a week.
Routers must be able to work at least 5 days a week.
Routers must be able to make it to team-wide meetings; these are not everyday and are most often between 7am-9am PST.
Compensation?
$7/hour with the potential to rise incrementally.
Check out our promotion structure at Invisible.
