Amazon ERC DLS Assessment exam 2023 with 100% correct answers

Dennis calls in as he needs assistance. Once we are done assisting Dennis, he mentions his friend Estefania is there with him and also needs help. What steps do you follow? - correct answer You let Dennis know he can pass the phone to Estefania. You verify her and proceed with assisting her. What does the acronym FDR mean to the ERC-DLS team? - correct answer Full Duty Release Mary-Ann is calling in and you've asked her to verify her email address. She states, "MannJones@gmail". How should you reply? - correct answer "Can you please complete the domain? The last portion after the @ symbol." While speaking to an employee the call was disconnected. What is the correct process to follow when calling them back? - correct answer You let the employee know that the call is monitored and recorded, you provide the general topic of the call, and you verify security. Jake has called in and you've asked him for the first line of his home address. Jake responds, "9991 N. Shirley Rd." On file, the address reads as, 9991 N. Shirley Rd. Apartment 04. What is the correct probing question to ask? - correct answer "Is this a house or an apartment?" Which of these tasks do ERC/DLS Associates assist with? Select all that apply. Field calls from employees who need help with general questions about Leave of Absences and/or Accommodations - correct answer Field calls from employees who need help with general questions about LOA and or accommodations Direct callers to the intake queue in order to start a new LOA or Accommodation request Get employees with an existing case into contact with their CM Check the status of/resend paperwork, if necessary Check the STD payment amount and Pay Date An employee that you'r