Managing Email Queue
Hi! I have a question for anyone that works as a customer service representative. I’m burnt out from overwhelm and wondered if anyone had any tips. My entire team struggles with responding to emails on time just due to the sheer volume we’re expected to handle.
I’ve been a CS rep for 5 years at my current workplace. On top of the incoming calls and chats that I must manage at once, I’m also expected to respond to emails. Pretty typical stuff, but holy shit I’m drowning? And I’m always drowning? I’m a “senior rep,” so on top of the basic stuff, I help with some social media cases and order processing. Sometimes there are hundreds of orders for me to review.
How do you manage an email queue of 300+ when there’s a new 20-30 emails every single day? I’m in calls and chats all day at once already. I’m lucky to get 5-10 done in between it all before the end of my shift.
Got any tips other than an absurd amount of overtime? Or am I fucked?