Customer Service Associate Case Study
Updated: 10 April, 2025
Overview:
You are a Customer Service Associate on the Worker Operations team at E-connect, a two sided
marketplace that connects Emergency Service Providers (ESPs), such as plumbers, electricians or
locksmiths, with customers, who need urgent assistance. Your team ensures worker reliability
(attendance, timeliness etc) and maintains the integrity of the marketplace by evaluating cases that
impact customer satisfaction and marketplace efficiency.
Scenario:
As part of your role, you are required to review the cases of two Service Providers, requesting the
reactivation of their account, after their accounts were deactivated for 365 days (1 year). You need to
assess their requests by using the provided resources and decide whether to approve or reject their
requests based on your evaluation.
Related Articles (these links are publicly available):
How does Attendance Score Work?
Data Dictionary:
The following are descriptions that may be helpful when interpreting the attendance datasheets:
Code: Definition:
USER_CANCEL The ESP canceled the appointment
CUSTOMER_CANCEL_FILLED The EC canceled the appointment
APP_CLAIM The ESP claimed the shift on the E-Connect app
APP_VERIFY The EC verified that the appointment was attended
by the ESP
NO_CALL_NO_SHOW The ESP failed to show up for the shift
Lead Time Measures the amount of hours between the action
and the appointment start time
Case 1:
Date: Sat, Dec 17, 2022, at 3:18 PM
From: Brett (Arizona)
To: E-Connect
Subject: Deactivation
Dear Management,
I am reaching out for hopes to help reactivate my account. I am devastated over being deactivated.
E-Connect has helped provide me with extra income for my family. This morning, I had accidentally
canceled my appointment this morning not aware of the impact on my account. I was frustrated, I had
unexpected car problems & completely forgot to cancel the shift in a timely manner. I was hoping to
find alternative transportation for my 6 AM appointment. I understand the the impact of late
cancellations for customers and won’t do it again. Please consider reactivating my account. Thank
you
Find data here ➡️ Brett Resources - Locksmith
Once you’ve analyzed the data, answer the below questions:
1. Based on all the data provided, would you uphold the deactivation or reactivate the ESPs account?
2. In detail explain your reasoning.
3. Compose an email response to Brett explaining your decision and reasoning.
*A note on time zone: Please note that customer support tickets are time-stamped according to PT
(Pacific time). Worker attendance data and DNR data are time-stamped according to UCT (Coordinated
Universal Time).
Case 2:
Date: Sat, Jan 7, 2023 at 12:38 PM
From: Ron
To: E-Connect
Subject: Former Worker
Hello. My name is Ron McClain, and I’m not really getting any help from Customer Support. I need to
speak to someone regarding my account. I lost my dad yesterday so I had to cancel my appointment at
the last minute. Who doesn’t call in when they lose their parent? Definitely a hard pill to swallow. Now
my account is deactivated. I was told to file an attendance dispute, but my dispute got rejected. I am
allowed to have bereavement time, and I shouldn’t lose my job because of it. I’m currently grieving the
loss of my father, and now I have to figure out how I’ll feed my kids next week. It’s incredibly stressful,
and heartbreaking. I am trying to figure out how am I supposed to do my job well when I’m going
through something like this. I wasn’t in a state to report to work. Please consider reinstating my
account.
Sent from my iPhone
Find data here ➡️ Ron Resources - Electrician
Once you’ve analyzed the data, answer the below questions:
1. Based on all the data provided, would you uphold the deactivation or reactivate the ESPs account?
2. In detail explain your reasoning.
3. Compose an email response to Ron, explaining your decision and reasoning.
FAQs
Why am I asked to write a case study?
This is a question we are frequently asked, for more insight on our hiring process, we
created this blog.
Is there a chance that I’ll do this case, and not be invited to an interview?
We recognize and value the effort required to complete these questions, and we take the time to
carefully consider every applicant’s submission. However, we receive so many applications for this role
that we’re unfortunately unable to offer an interview to every applicant.
Interview process:
Case study (you are here)
Interview with recruiter
Interview with the Head of Worker Support Benjamin Hogarth or our Ops Associate, Alex Dettmer
Final interview with our Head of Worker Operations, Jefferson Griscavage
Can I use AI-generated responses (ChatGPT)?
With hundreds of applications received each week, we’re aware that AI-generated content is becoming
increasingly common. While AI can provide quick responses, it doesn’t offer a true reflection of your
unique abilities or personal insight. AI-generated responses will be disqualified. We expect genuine,
Expertencase von
