Customer has 5,000 rollover minutes, are roll over minutes capped when changed from Family Talk 700 to Family Talk 1400? if so what will they be capped to?
What is Yes, Rollover minutes are capped when plans are changed, the rollover minutes would be 1400 (rollover minutes are capped to be equal with the minutes in the new plan).
100
What system do you use to refund Mobile Purchases and how far back can they be refunded?
What is CCC & 60 days
100
Is the customer charges a returned check fee when a payment is returned and how much is this fee?
What is YES & up to $35 (generally $25)
100
Where do you click in CSR Admin Tool to reset a password?
What is Subscriber Management
100
How long before your scheduled break do you go into AWAY in LP?
What is 15 minutes
200
Can a customer change to Family Talk 550 and keep Mobile to any mobile calling?
What is NO! Mobile to any mobile is only available on the Family Talk 700 and higher
200
What My Channel Links system do you use to provide customer's steps on their devices?
What is Device Tutorial's
200
What is the cost of the restoral fee?
What is $40 plus taxes
200
What are 2 of the available options to download the My AT&T APP?
What is
1. Text ACCOUNT to 8758
2. iTunes Store
3. Google Play App Store
4. AT&T App Center
200
Where do you go to check unbilled voice details in TLG?
Agreement Tab > bill> unbilled voice details
300
How long after a grandfathered feature is required can you issue a case to have it re added?
What is 60 days
300
What system do you use in My Channel Links to view the customer agreement that is sent when upgrading, adding a new line and/or changing plans; this also shows one time fees.
What is CSS Customer Service Summary
300
What are 2 reasons we do not override an account for an arrangement?
What is NSF returned payment & first bill
300
On this tab customers may view bill details, billing history, view bill & usage reports, research payment activity, change billing address, update payment options and make payments or make future payment arrangements
What is Billing & payments
300
Do we alter payment arrangements or change scheduled payments?
No, direct customer to MCC
400
How do you view all of the plans/services a customer has had on a line in the history of the account (in TLG)
What is Agreement Tab > Page Options > History Queries > Price Plan / Services History
400
What system do you use to track devices?
What is Order Track
400
When a customer is suspended due to non payment, NSF or a broken arrangement what 2 reason codes do you use to restore them?
What is PY non pay manual and PYMT payment arrangements
400
What are 3 options for password reset?
What is e-mail, SMS and US Mail
400
Where in TLG should you go to view upgrade eligibility?
What is Profile tab > upgrade eligibility box
500
What are all of the Family Talk Plans and Nation plans with pricing?
What is
Nation 450 $39.99
Nation 900 $59.99
Nation Unlimited $69.99
Family Talk 550 $50 + $9.99
Family Talk 700 $60 + $9.99
Family Talk 1400 $80 + $9.99
Family Talk 2100 $100 + $9.99
Family Talk Unlimited $70 + $49.99
500
What 3 things do you look up in ECPV?
What is service discounts, equipment discounts and fee waivers
500
Customer is suspended due to non payment, they mailed in payment 2 days ago, and need line restored.. what do you do?
What is look at payment research decision flow > set up arrangement for payment amount in posting frame for mailed payments
500
Where in TLG do you see if the customer is registered for an online account manager?
What is On the Financial Summary > you will see “www” in a field with a blue background.
If not registered, that field will be blank
500
When you involve support for a credit and they come to a resolution what MUST be included in the notes?
What is
support agent's ID
resolution met
and expectations that were explained