Expeditor
Expeditors are like the Air Traffic Controllers of the ChaCha world. It’s your speedy, savvy work that keeps the questions flying in a swift, orderly fashion to the right places. Whether they departed the customer’s phone as voice or text, you are responsible for their on-time arrival in the hands of the right Specialist. At times, you’ll even intercept questions yourself and provide an instant answer to the customer.
As an Expeditor, you sit at the crux of the system, converting all incoming questions into a standard form, determining if answers already exist, and categorizing the questions so they’re routed to the best available Guides. We think the Expeditor role is a perfect fit for Guides who prefer a more systematic set of tasks. Roger, that!
Requires: Strong grammar and spelling, excellent general knowledge, fast typing, quick decision-making, and strong reasoning ability.
Generalist
Generalists are the ChaCha version of the know-it-all, the renaissance man/woman, or the resourceful friend everyone calls. You are able to comprehend, research, and answer any question thrown at you, regardless of subject matter.
Though you possess many of the same attributes as a Specialist, you enjoy the thrill of the unexpected, and possess the Internet search skills to make you seem like an expert even when you’re not. You are resourceful with a capital “R” and enjoy helping customers while continually learning new things.
Requires: Exceptional Internet search skills, strong general knowledge, good grammar and spelling, fast typing, strong reasoning ability, and sound judgment.
Specialist
Specialists research and craft answers to customer questions that fall into areas of their particular knowledge and interests. Working from a well formed question that the Expeditor delivers, the Specialist blazes a fast trail on the Web to an accurate answer from an authoritative source.
Your key distinction as a Specialist is in signing up for specific ChaCha Categories, so that you are first in line to receive incoming Questions that match your respective expertise. Because as a Specialist you’re able to focus your skills and energies on answering questions of greater familiarity, you can handle question volume faster and more efficiently.
Requires: Specific knowledge in chosen subject areas, exceptional Internet search skills, strong reasoning ability, sound judgment, good grammar and spelling, fast typing, and strong general knowledge.
Transcriber
Transcribers are the Guides who make ChaCha’s voice answer service the absolute smartest one anywhere. As a Transcriber, you listen to the voice questions that customers call into 1-800-2ChaCha and convert them to text questions.
You’re knowledgeable about people, places and things, and have sharp ears to interpret even muffled questions (possibly from a crowded subway or noisy restaurant). In other words, you’re far better than any computer at deducing what our customers are asking, and correctly interpreting nuances and names. (Note: This is not like being a telephone operator — you hear only recorded audio.)
Requires: Good ears, good spelling, fast typing, broad general knowledge, and the smarts to figure out what customers are really asking when they call in.