RESUME SERVICES (LC US and MPR)

If cx inquires about RR and RW services, inform cx of all the details of it, must have, its features, benefits, prices, availability

NOTE: Every time you receive a call/chat from a customer inquiring about our Resume Services (Resume Writing or Resume Review) please advise the TL on duty AND send an email/Skype containing the following details:

Please include the following when sending in emails/Skype about our Resume Services:

• Reason of the call
• Time of the call
• Customer Details
  

1. Customer’s Name
2. Customer’s email
3. Customer’s contact number
   

If CX is INTERESTED IN RW, but wants to speak first with RW expert

Agent: I can ask one of our Resume Writers to give you a call. I just need a little bit of information from you: Your Name, phone number, your experience level and your target job title.

Time frame: Inform cx that they need to wait 1-2 business days

Inform any TL as soon as possible and give all the details needed:

• Reason of the call
• Time of the call
• Customer Details
  

1. Customer’s Name
2. Customer’s email
3. Customer’s contact number
4. Experience level
5. Target Job Title
   

*If cx expresses that they want to purchase RR or RW and cx has an account with us
acknowledge and help cx to purchase the service*

Give this disclosures:
- They will receive payment confirmation email
- Educate cx that need to login to their account
- Click Fix it now, so they can start filling out the necessary information
- Cx needs to Hit the Submit button to initiate the service

RESUME REVIEW (LC US and MPR)

$19.95

• MUST HAVE
  Needs to have an account with LC or MPR
  Current version of resume on site
  Customer can either create one using our resume builder or upload an existing resume from their computer

• FEATURES
  Resume strategy advice based on your current resume and your career level and professional background.
  Check for errors( grammar, spelling, formatting
  Personalized and comprehensive review- section by section analysis
  Recommend specific changes
  A resume expert can review your unfinished resume and provide examples and tips for how to make it ready for a hiring manager’s eyes. Or, you can finish your resume first and have the resume expert review it then.
  You’ll be able to see your Review in the Resumes tab when you’re logged into LiveCareer/MyPerfectResume (also for MPR there is a Resume Review Tab). You can view it online or download it as a PDF. When it’s ready, you’ll receive an email.

• BENEFITS
  RR Expert will carefully review your resume
  Help cx to avoid costly resume mistakes
  Make you resume stand out from the rest
  Drives attention from employers.

• AVAILABILITY
  1-2 business days

RESUME WRITING SERVICE (LC US and MPR)

Entry Level: Students and for Less than 3 years experience = $85

Professional Level: Mid-level professionals, managers = $160

Executive Level: Vice Presidents, C-level executives = $245

Every resume writer on our staff is a nationally certified professional resume writer with over 5 years experience writing resumes. We have industry specialists as well as executive resume writers on our staff. Once you complete your order, we’ll match you to the best resume writer for your project.

• MUST HAVE
  Needs to have an account with LC/MPR, even for free trial

• FEATURES
  A one-on-one consultation with your Professional Resume Writer.
  We’ll email you when it is ready.
  All orders include one free revision once the resume is complete if requested- You’ll have a chance to review your completed resume and give us feedback. We’d be happy to revise the resume so that it better serves your needs.
  You’ll be able to download, print and email your resume in multiple formats.

• BENEFITS
  Our Professional Resume Writers will create you a job-winning resume for your target position.
  Your resume will be results-focused
  Will highlight your most marketable skills so that you stand out above the competition.
  Satisfaction is guaranteed
  Drives attention from employers.

• AVAILABILITY
  RW experts available time: 9am -6pm PST 415-430-3417
  Only takes 2-3 business days from time writer has all details

CX asking to talk a Resume Expert before deciding to buy: I can ask one of our Resume Writers to give you a call. I just need a little bit of information from you: Your Name, phone number, your experience level and your target job title.

Cover Letter Writing ( LC US)
WE DO OFFER COVER LETTER WRITING:

Just to be clear with everyone, along with resume writing, we also sell cover letter writing. The price is $40 per cover letter.
You can purchase this for a customer over the phone from the list of products in Admin Tool:
CLB WRIT $40.00

Let this all be CLEAR and FINAL in terms of what level is appropriate for a particular customer.

*ENTRY $85*— seldom done by RW since these are for FRESH GRADUATES or people who are just starting off in work force.

*PROFESSIONAL $160*— Mid level professionals, having 3 or more years of experience. *** switch from one industry to another would still be considered as Professional level since years of experience is not limited per job BUT accumulated years of experience in all types of work experience.

*EXECUTIVE $245*—C level, director position

Please ask any leads for assistance and NEVER assume what customer’s prefer. It is fitting to provide the most applicable resume for a customer wanting to land a job.

Also IF there is any doubt on the part of the team lead, Joelle is available on Skype during work hours for consult (9 am – 5 pm PST)

To quote Joelle: “better get it right the first time than go back later for more money”

Resume Services Refund Request

Please be guided when receiving email requests/chat/or phone calls wanting a refund for either Resume Review or Resume Writing Order. If you receive one, inform customer that we will forward them to our Resume Writing/Resume Review Team and we will get back to them in 1-2 business days in terms of their request. Make sure to inform the leads and INDICATE THEM IN YOUR NOTATION. You are not allowed to process refunds in any circumstances.

PLEASE MAKE SURE TO PUT DETAILED NOTES IN ADMIN TOOL INCLUDING THE LEAD YOU HAVE RAISED THE REQUEST TO.THANKS

Note: We will roll out a specified refund process/procedure once it is ready. For now, please forward any refund requests for these premium services to any leads/support to avoid unauthorized refunds.

UK RESUME SERVICES GO LIVE (UPDATE 8/22/2014)

• CV WRITING SERVICE

Here are 2 big things to remember:

• There is NO PHONE consultation
• Customers cannot SPEAK with a writer/expert before purchase- but they can email an expert
  

Vital Information about CV service:

• CV WRITING SERVICE
  • Entry Level: Students and for Less than 3 years experience = £85
  • Professional Level: Mid-level professionals, managers = £185
  • Executive Level: Vice Presidents, C-level executives = £245

Every writer on our staff is a professional writer with years experience writing CVs. We have industry specialists as well as executive CV writers.. Once you complete your order, we’ll match you to the best CV writer for your project.

• MUST HAVE
  • Needs to have an account with LC, even for free trial
• FEATURES
  • A one-on-one email consultation with your Professional CV Writer.
  • We’ll email you when it is ready.
  • All orders (including Covering Letter writing) include one free revision based on written feedback, if requested, within 14 days after the order is complete. – You’ll have a chance to review your completed CV and give us feedback. We’d be happy to revise the CV so that it better serves your needs.
  • You’ll be able to download, print and email your CV in multiple formats.
• BENEFITS
  • Our Professional CV Writers will create you a job-winning CV for your target position.
  • Your CV will be results-focused
  • Will highlight your most marketable skills so that you stand out above the competition.
  • Satisfaction is guaranteed
  • Drives attention from employers.
• AVAILABILITY
  • If a customer wants to speak with a CV specialist before purchase, they can email cvwriter@livecareer.co.uk and a specialist will respond to their questions.

There are 3 categories of SKUs for LCUK CV Services. On Admin Tool

LC-UK CV Services Scripts

Scenario 1: Customer has an active subscription but is interested to have someone write a CV for him/her.

Hi (Name of customer), I’m happy to tell you about our CV Writing Service. I can see you have utilized our CV Builder and have created a CV. Now with our CV Writing service, our professional CV writers will create a customized CV for your target position. They will highlight your most marketable skills to help you stand out from other applicants. This also includes an optional one-on-one email consultation with your assigned writer when you can share more about yourself.

(If customer has a CV, log into account and check years of experience and field expertise, it is BEST to personalize the lead to show WILLINGNESS TO HELP/SINCERITY)

• (Make sure to let customer speak if they ask any questions in the middle of the spiel)

IF Prof/Exec Level:
I see from your background that you have been working in (industry/field of work) for (no. of years). (Choose 1 of the three phrases) —_With an impressive track record / With your recent accomplishments / With your remarkable achievements*_ for (no. of years), this *highly proves your ability and substantial work ethic. If you decide to have a job-winning CV made, we will need to align it to (level of writing based on their CV) for £ (price)

IF Entry:
With your valuable experience our writers can emphasize on your skills and abilities. If you decide to have a job-winning CV made, we will need to align it to (level of writing based on their C_V) for £ (_price)

• (Agent can now briefly discuss the three levels of pricing depending on level of experience IF customer asks what the other price range options are)

Level of RW:
Level is related to the number of years of experience portrayed on your CV and NOT the level of job for which you are applying for.

• Entry- less than 3 years – £ 85 (freshly graduate, has minimal work experience, has not worked)
• Professional- more than 3 years – £ 185
• Executive- VP/Senior Executive/Director – £ 245
  

CLOSE THE SALE STATEMENT:
Should we go ahead and secure an order?

• If yes: process order, make sure order is successfully initiated
• If no: I understand you might want to leave it off for now, but with a variety of competition, we just want to make sure you stand out. Do you want to continue instead?
• If still no: We understand, but once you decide to get your CV done to have potential opportunities, do not hesitate to call us at 0800 756 3741, 7 days a week 9am to 9pm (GMT)
  

COVERING LETTER FOR UK

(Adding to CV order) Have you considered having a cover(ing) letter professionally written? If you add it to your CV order it will be only £ 40. Your writer will direct the letter to the job you are applying for, and tell a compelling story why you are the best candidate.

(Only covering letter). Have you considered having a cover(ing) letter professionally written for £ 60? Your writer will direct the letter to the job you are applying for, and tell a compelling story why you are the best candidate.

Scenario 2: Customer no subscription but is interested to have someone write a CV for him/her.

Hi (Name of customer), I’m happy to tell you about our CV Writing Service. Our CV CV writers will create a customized CV for your target position. They will highlight your most marketable skills to help you stand out above the competition. This also includes a one-on-one email consultation with your assigned writer when you can share more about yourself. (Since customer does not have a CV we can probe for info regarding job experience and years in service)

If I may ask, what field of work have you master and for how long? (At this point allow the customer to share their information and MAKE SURE to remember it.)

IF Prof/Exec level:
Great, since you have mentioned (experience/years customer stated). (Choose 1 of the three phrases) — With an impressive track record / your recent accomplishments / with your remarkable achievements for (no. of years), this proves your ability and substantial work ethic. If you decide to have a job-winning CV written, we will need to align it to (level of RW customer based on CV) for £ (price)

IF Entry:
With your valuable experience our writers can emphasize on your skills and abilities. If you decide to have a job-winning CV made, we will need to align it to (level of RW customer based on CV) for £ (price)

Should we go ahead and secure an order? (Same CLOSE THE SALE STATEMENT from scenario 1)

NOTE: The ones in BOLD (on scenario 1 and 2) needs to be delivered with stress.

RESUME CHECK – for LC Only

We understand that you’re not driving attention from employers. We have an automated tool that can scans your resume for common resume problems.
The Resume-check results will identify the problems along with tips on how to fix them. It is like a Spell Check. If you have an active subscription from Livecareer.com Resume Builder, you can take advantage of this tool, since it can be accessed from there. If not go to www.Resume-Check.com.

Resume Posting FAQs

• What’s the benefit of the service?
  We post your resume on up to 90 job sites at once, such as Monster, CareerBuilder, Dice, etc., which saves you time and provides exposure to the over 1.5 million employers and recruiters who use these sites.

• Couldn’t I just post my resume to the job sites myself?
  Yes, you could. But it would probably take you a long time. With all the job sites we post to, we estimate save the average job seeker 60 hours of data entry work and weeks of research.

• How long will my resume be posted on these sites?
  Each site is a little different. As a general rule, the minimum amount of time your resume will stay active on each site will be at least one to three months. Some sites will keep your resume active indefinitely (or until you request that it be deactivated). Other sites will e-mail you after a certain period of time inviting you to renew your account by clicking on a link.

• How can I see the status of job sites I’m being posted to?
  Click on the “Resumes & Letters” tab from your homepage. Then click on the “Manage Postings” button. It will give you up-to-the-minute status of your postings.

• How do I know the posting is being done?
  When you activate the distribution feature, we post your resumes on the job sites, and they send you confirmation emails as you’re registered on each site, just like when you post your resume on a job site yourself.

• How do I know the service is effective? Can you promise me I’ll get a job in a month?
  We don’t make promises about how quickly you get a job because that’s not something we can control. The benefit of our service is getting increased exposure to employers and recruiters. If you are already getting some responses from resumes you have posted on some job sites, you can multiply the response you’re getting by using Resume Posting to get your resume posted on many more job sites.

• Do you also send my resume to recruiters?
  Resume Posting posts your resume on job sites, where it will be viewed by recruiters and employers. With all the job sites we post to, your resume will be available to the over 1.5 million recruiters and employers who search these job sites.

• Is there a place where I could find a list of recruiters in my area?
  Yes, if you’re looking for a service that will do the work for you and email your resume to the relevant recruiters, try our ResumeArrow.com site.

• What if I want to post more than one version of my resume?
  If you have multiple resumes saved in your LiveCareer account, you can post more than one resume by going to the Resumes and Letters tab and selecting the resume that you’d like to post. Next, click the Post Resume button. Each resume that you post will create a separate account on the job site, so you can access each one using the unique login information for that account shown on the Manage Job Site Postings page.

• What if I want to modify my resume on all job boards after posting?
  If you want to change the resume you posted to all of the job boards, simply click the “Repost to all job boards now” link that is located in the top right corner of the Manage Job Sites Posting page

• What if I want to modify my resume on one or a few of the job boards after posting?
  If you want to individually change your resume on a select number of job boards, you can access each job board individually using the login and password information listed on the Manage Job Site Postings page. Once you are logged into the job board, you can change your resume or upload a different resume there. SIDE NOTE: We do have the ability to “repost” their resume on the job sites. This simply posts a newer resume. Recruiters would most likely see the newer resume first since new resumes appear above older ones when recruiters search job sites. This is not the preferred solution because it requires more work on our part. But if a customer is demanding a refund because they’re unhappy, this may be an option.

• How to edit job search agents
  Resume Posting creates agents for you on the job sites which email you job listings that should match your qualifications and interests. Sometimes, these job agents return some jobs that aren’t really a good match. You can tweak the keywords used for these job agents pretty easily. Most of the agent emails you’ll receive from a job sites will include instructions within the email on how to fine-tune the agent results. Simply follow those instructions to tweak the results you’re getting.

• Are you affiliated with TheLadders.com? How is TheLadders different?
  We’re not affiliated with them, they’re a separate company. TheLadders is just one job site. When you pay for access to TheLadders, your resume just stays on their site. It doesn’t get posted to the over 90 job sites that Resume Posting posts to, so you’re not getting the exposure to the 1.5 million recruiters and employers who search the sites Resume Posting posts to.

• What if my resume is already posted on one of the job sites?
  If you already posted your resume on some of these job sites, the new resume will not affect your old one. Your new resume is posted in a new, separate account on the job site, so it will be treated independently from your old one.

• There are some sites I thought I was going to be posted on that it doesn’t seem Resume Posting has posted to
  check their Manage Postings page in their account. Under the FAQ section of their user profile, if they haven’t entered some information required by the Bonus Sites that may be the issue. Otherwise, the site in question might be temporarily unavailable or it may not be a job site we post to at all. We post to as many job sites as are available at the time of the customer’s order

• My resume text looks strange on one or more of the job sites
  If you want to make changes to how your resume text is formatted on any of the sites, you can log in to your account on those sites and make any desired changes you wish.

• I included my email address in the resume I copied and pasted, but it doesn’t appear in the resume you posted for me on the job sites.
  We can’t include the email address in the body of the resume because many job sites won’t allow it there. However, we do provide the email address separately and the job sites typically provide a button which recruiters can click to contact you by email.

• There was a problem posting my resume on one of the job sites
  Which site was it? I can make a note of the issue and pass it along to our technical team to investigate, and then get back to you soon.

• I am trying to log in to one of the job sites using the login information from the report you provided, but it’s not working.
  Which site is it? I can make a note of the issue and pass it along to our technical team to investigate, and then get back to you soon.

JobTap

How to Report Candidate Questions

1. Assist candidate and enter notes into their account as normal
2. Email Maureen with the details of the interaction, including the following information

• For the email subject, enter: Candidate (call/chat/email) from (name)
• Candidate name & account number
• Candidate question/issue
• Any steps taken to assist candidate
• Response provided to candidate
• Copy of email/chat (if applicable)

I am an employer and want to know more about this service.
Any person who identifies themselves as a business/employer who wants to know more about the service, pricing, or other sales type information will be sent to our business sales contact, Troy Hatlevig: Troy@livecareer.com
-Write up the contact as you would any other JobTap contact and send to Mau
-Use the following email subject: JobTap Employer Issue

JOBTAP
-Used by local employers to quickly find and contact people like yourself who are looking for work
-Employers enter in what they are looking for, such as:

• Job title
• Geographic area
• Skills and/or Certifications
• Previous experience
• Availability
  

NOTES:
-not a job board, and employers do not create job listings
-Select the type of person they are looking for and Jobtap displays the profiles of all matching candidates.
-There is no charge
-Does not require a subscription.
-However, subscribers will appear higher in Employer search results, and have access to other career tools.
-Your information is kept secured and your contact information is not shown to any employer until after you have indicated you are interested in their job by responding ‘yes’ to a job invitation request.
-Prior to contacting you, employers will only see your first name and any work history/skill/certifications that match the position they are hiring for.”
How do I activate/deactivate my profile?
-“You can activate or deactivate your profile by logging into LiveCareer.com and accessing your Jobtap profile.
-From there you can set your profile to Public, Private, or Deactivated.” (names of public and private to change)

How long will my profile be active?
-“As long as you want it to be, and as long as you are responsive to employers and LiveCareers communications with you.
-If within a 14 day period you have responded ‘NO’ to every employer request, or have not responded at all, you will be contacted by email/text to see if you are still looking for work.
-If you do not respond, or respond no, your account will be deactivated.”

How many employers are using Jobtap?
-“LiveCareer currently has over 50 employers in it’s beta, and is actively looking for and signing up employers constantly, so the number changes frequently.
-Also, the number of positions that they are looking for depends on their individual business leads.”

How do I cancel my profile?
-“You can deactivate your JobTap profile by logging into your LiveCareer account and going into the JobTap profile page.
-Click on the edit settings icon to turn your profile off.
-If you ever need to activate it again, you can come back to this page and turn it back on.”

Who will see my information?
“When you show in an employer’s search, only your basic information will be displayed, such as:

• First Name
• Education
• Availability
• Work history

-Your contact information will not be displayed until an employer contacts you about a position and your reply back that you are indeed interested in the job.
-Your information will then be given to the employer so that they can contact you about the position.”

Can I apply directly to employers?
-“I’m sorry but no. JobTap is not a job board,
-but a system that allows companies to search for employees that match the requirements for their job.
-By adding your application to JobTap you will be applying to any matching positions instantaneously”

How do I get back to JobTap?
-“To get back to your JobTap profile, simply log into your LiveCareer.com account, click on the JobTap tab.

CAREER TEST (LC)

Deluxe vs Premium
“The only difference between the premium and the deluxe (besides price) is the detail in the report that is sent after the customer completes it. The Deluxe goes into more detail and depth in the analysis”

CDI PREMIUM ($24.95),
CDI DELUXE ($39.95) and
CDI Upgrade ($15.00)

Extension for $9.95 Offer (LC Only)
-Offer to returning user, good for 7 days and will not auto-renew
-Admin tool should show: active, expiring

Resume Writing service with Cover Letter purchased (LC Only)
-discounted price $40
-you will have to log into customer’s account to see that

$14.95 / 20.00 Rebate

CUSTOMER CANCELING WITHIN THE FIRST 7/14 DAYS OF THEIR SUBSCRIPTION-with only $2.95 charge

PROCESS:

• click on the REBATE button
• select the offer
• click “Confirm”
  

Note:

• The back end system will take care of everything else for us. We will not be taking credit card information or processing any payments manually. It will all be done on the back end.
• Always check Find subscription or site user details (subscription) to see as to when the subscription will expire and auto-renew
  

THINGS TO DISCLOSE TO CX:

• $14.95 is good for one month
• ON ( date) You subscription will auto- renew at $ 34.95 if you wish to continue service
• If you will not utilize service for another month all you need to do is have it cancelled within the month, you can call, chat, email or cancel online on your account settings
• You will receive conformation email shortly
  

Note:

• NO NEED TO OFFER $14.95 and $9.95 To cx who got a job!
• In cases that cx wants to cancel and mentioned the reason on the onset why they are cancelling no need to state I supposed you have a new job, just transition to offer the $14.95.
• In cases that cx mentioned that the reason why they are cancelling is because of the charge that they are unaware of, you need to explain auto-renewal policy, then transition to offer the $14.95 as long as there’s only one charge of $34.95
  

Customers cancelling within the first month of their subscription & requesting refund-

The offer is only for customers who have been charged a single month and want a refund

If a customer has been charged multiple monthly fees, we will NOT make the offer.

Customers cancelling after the first month of their subscription NO offer will be made

PROCESS:

• check what the amount of a pro-rated refund for the customer would be.
  If that amount is MORE than $20.00, the offer CAN be made
  If that amount is LESS than $20.00, the offer will NOT be made

If it is more than $20
-Click Rebate
-Click drop down and select the offer
-Click confirm button
-You will see on the account that the $20 rebate has been successful
-Check Find Subscription or site user under: Resume Builder Discounted 1 Month Full Access and click subscription to see the date as to when the account will expire so you can disclose it to cx , because if cx did not ask to cancel, subscription will auto-renew at a regular price.

Note:
Everything else is done automatically on the back end by the system. The system will automatically issue a refund for $20 to the customer and make all the settings to keep the subscription active.

If the Cx opted to cancel, then cancel service, but you need to check FIND Subscription and see if the status is set to expired, auto-renewal, if so then click edit subscription and change it to expiring under the Resume Builder 7 day Full Access.

Under the Discounted 1 Month Full Access: it should show active, expiring once account it cancelled

THINGS TO DISCLOSE TO CX:
-$20 rebate has been successfully processed you will receive that in 2-3 business days
-$14.95 is good for one month
-On (date), Your subscription will auto renew at $34.95 if you wish to continue service
-If you will not utilize service for another month all you need to do is have it cancelled within the month, you can call, chat, email or cancel online on your account settings
-You will receive conformation email shortly

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