In this conversation, Naomi Mancuso, the Director of Operations, discusses her role in customer service within the FIRST Robotics community. She explains the various communication channels available for teams, the event selection process, and the importance of understanding event preferences. Naomi also addresses challenges teams face during registration, including waitlist management and payment deadlines, particularly in relation to grants. She emphasizes the need for clear communication and outlines refund policies, providing insights into best practices for teams navigating the event registration process.

Takeaways

• Naomi Mancuso is the Director of Operations at FIRST Robotics.
• Customer service handles all inquiries from teams via various channels.
• Teams should prefer only the events they truly want to attend.
• Rookies must complete the Youth Protection Program to register for events.
• Communication is key; teams should keep in touch with their regional directors.
• Waitlists are managed based on team history and needs.
• Payment deadlines are crucial, especially concerning grants.
• Refunds depend on the timing of withdrawal and kit acceptance.
• Teams should avoid over-registering for events to improve their chances.
• Clear communication about challenges is essential for support.

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Chapters

00:00 Introduction and Interview Tips

02:51 Role and Responsibilities in Customer Service

05:50 Event Selection Process for Teams

08:48 Understanding Event Preferences and Registration

11:48 Navigating the Waitlist System

14:56 Team Strategies for Event Participation

17:52 Maximizing Match Opportunities at Events

25:47 Navigating Event Registration Challenges

28:49 Understanding Payment Deadlines and when its ok not to pay

34:12 Refund Policies and Communication Best Practices

41:01 Handling Team Dropouts and No-Shows

Keywords

customer service, event registration, FIRST Robotics, communication, event selection, waitlist management, grants, refunds, team support, rookie teams