Community moderation staff
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The role of the chat moderation staff is to be present for users on the Juiced Discord server. They monitor the chat, ensuring that all rules are followed and questions are answered. They are also responsible for keeping consistent activity within the general chat.
The most significant component of being a chat moderator is providing users with prompt and professional service.
Juiced prides itself on its staff's ability to respond to questions posed by members promptly. A good chat monitor ensures no questions go unanswered for more than two minutes.
In addition, to directly monitor the chat, chat moderation staff can also watch the #new-chat-question channel of the staff serer for questions asked in the chat. To ensure no questions are missed, the moderation staff will receive direct messages through Discord whenever a question is posed in chat.
While we understand that Juiced is a laid-back and positive community, all Juiced staff is expected to act professionally when interacting with users.
Customer service is a feature included in the Juiced subscription, so it is crucial to treat users as customers and not as one of their buddies from high school. Below is an example of an acceptable and inadequate response to a common question in the general chat.
Example Question: "I just joined Juiced. Where can I get a free bot?"
Acceptable Response: "Hello. Welcome to Juiced. Our free day rentals get restocked every Tuesday at 5 PM EST. The restock will include copies of Cyber Sole AIO, Stellar, and Velox."
Inadequate Responses: "Bot rentals are only on Tuesdays."
Good chat moderators practice the following while interacting with users:
Good grammar (No aberration/slang, Capitalize letters, Proper punctuation)
Detailed responses
Reads the situation (Reads chat for context, Taking user's experience into account)
Brings attention to questions they don't know how to answer (Relay's question in #user-support-chat, pings for help in #issues-needing-addition, or refer users to open a ticket in #support)
Uses manners (Is polite)
Closes tickets (Even though you are a chat moderator, you can close tickets after the user has confirmed that they no longer have any questions)
All of the following rules are posted in the #🏠-home channel of the community server, so all users and staff are expected to comply. If you see a member breaking these rules, you are allowed to time them out depending on the severity of the offense.
No degrading or overtly toxic language.
No selling or discussion of illicit activities and material.
Do not spam chat or tag staff multiple times.
Be respectful to everyone in the server.
No arguments with other members or staff.
No scarring adult, explicit, or controversial content.
No racism, prejudice, or hate speech.
No advertising other cook groups or similar services.
Do not argue with staff, their word is always final.
Use commands and services at their designated channels.
Do not share discord accounts with other people.
Do not spread false or controversial information about the group.
No stealing or using any content from this server.
Follow the discord TOS at all times.
Don't DM staff unless it's urgent, otherwise open a ticket.
Don't under any circumstances open a bank dispute against us.
Avoid anything else that could be deemed wrong or controversial.
If their actions persist, please time them out and report the user with evidence of the rule-breaking to @justleftlondon#1533.
Closing Tickets: !close (support tickets), /close (welcome tickets)
Time Out: Time-outs can be used to time-out a member who misuses and intentionally breaks the server's rule. Always notify a superior if you have placed a user in time-out.
You can time a user out by right-clicking on their username and selecting "Timeout username" in the dropdown menu.
After selecting "Timeout username," a window will open up, and you will be able to set the duration of the timeout and justify the reason for their timeout. I would only time out for a day unless told otherwise.
If these situations arise, please direct the user to these staff members:
Bot Rental: Direct the user to a general support ticket, request their order confirmation/order fulfillment email, and our User Support Staff will take care of the rest.
Bugs: Direct the user to a general support ticket, request the link or a screenshot of the bug, and our User Support Staff will take care of the rest.
Legit Checks: Direct the user to a legit check ticket and @Legend27#0001 will handle the rest.
Lifetime Upgrades: Direct user to a support ticket and ping justleftlondon#1533 or @BEN.#5724
Middle Man: Direct the user to a middleman ticket and @aqua ۵#8035 (Shoes) & @Clipzyy#3300 (Bot/NFTs) will handle of the rest.
Misplaced Content: Direct to a support ticket and ping @justleftlondon#1533
Late/Missing Payments: DM @justleftlondon#1533 or @BEN.#5724
Refund Request: Direct user to a support ticket and ping @justleftlondon#1533
Rule Breaking: DM evidence to @justleftlondon#1533
Scamming: Direct user to a support ticket and ping @BEN.#5724
Subscription Problems: Direct to a support ticket and ping @justleftlondon#1533
Chat moderation staff should be able to explain these topics to uninformed users.
How to set up user roles and configuring server notifications.
Where to find and stay updated on profitable items.
How to install and use the autofill chrome extension.
How to join free ACO and bot rentals.
How to use site monitors for restocks and faster checkouts.
How to manage your subscription using the Juiced Dashboard.
#leaderboard: Within this channel performance leaderboards will be posted here every Sunday, assessing the quantity and quality of the work you did during the past week. The top performer will be commended on their outstanding job, and the bottom performers will be messaged to arrange improvements.
#issues-needing-attention: Support staff can use this channel to gain the attention of a superior that is delayed in responding to a ticket or a direct message needing resolution.
#user-support-chat: Within this channel, you can chat with fellow support staff members and ask any support-related questions that fall outside your area of expertise. Feel free to answer any questions that you're knowledgeable about.
#suggestions: Within this channel, you can post any ideas on how to better our support. Feel free to leave a request to have something implemented and it will be answered by a manager as soon as possible. All constructive feedback is greatly appreciated.
#saved-for-later: Within this channel, you will find all the valuable support-related links and information used on a daily basis. Bot Download Links, Important Video Tutorials, and our Welcome Message can be found in this channel. Feel free to save anything that you see as important.
# documentation: Within this channel, you will find documentation on all support-related positions. If you have any questions about the details provided in these guides, please contact your direct superior.
#chat: Within this channel, you can chat with everyone on Juiced staff. Ask questions or converse with staff members outside the support team. Feel free to use this chat as you, please.
While Juiced Staff can take advantage of numerous services that the subscription offers, they are not allowed to participate in limited events offered by Juiced. This limitation includes free ACOs, free bot trials, and first come, first serve group buys with limited stock.
If there is anything that is confusing within this documentation or you need additional clarification regarding your responsibilities, please contact your direct superior or Erich (@justleftlondon#1533) through Discord.
