DPI
where do you add the customer's spouse's info to the bill?
summary acct info + update window
Where can you upgrade the customers service from 9m to 12
hub+ add task+ change order
Who do i transfer to if the customer needs tech support for 1g service?
FIoS
Where do you go to place vacation order
add task+ vacation order
What is the first thing you should know! and the first thing we learned in nesting?
You Rock
How do you send customer cpni if unable to validate the acct?
Credit History+ page down + send auth
Where do you go to find if the customer was in an outage?
Interactions tab
work log+ scroll to call time and click the arrow to open call info
What kind of order do I place if my customer is moving the next state over and his roommate is keeping the same services and wants it in his name now?
SS or supersedure
How do we find what services the customer has
S&E
Where do you go to make billing adjustments
Hub+ add task+ adjust bill
how long do you keep a customer on hold before you are allowed to cold xfer
2 min
Where can You order a customer a modem if they have new service and not yet received it ?
DSL ordering tool
Where do I send customers return mailers
Simpl+ dropship orders
How do you start a move order inside the local area and outside of and what is the difference
service order + rt= transfer same number
or
rd= transfer different number
Where do I go to see if a customer has paid their bill and the dates posted
AR tab under the billing tab
What do I set my phone to when making outbound calls?
keep your phone in ready,we do not use outbound aux to make outbound calls
What do you do at the end of each order when placing in dpi- (what stage code do we use)
NS- next stage
What so you do if your customer calls for help but thier service order is staged POS
Send to Collections POS Support
How do you find an RI order that has not yet updated to hub
check enviroment+ SO maint.+ scroll options + position to + take out the y depending on selection then enter.
when can you add credit for 15 off for 6 months for rsn channel loss?
where do you transfer a non customer with a line in their yard or down pole?
copper repair
What kind of order do you place if a customer has inet only and wants to add phone services ?
Change Order
Where do i go to find an ri order by the customers call back number
vx field+ enter phone number in cbr + make sure all tickets not just open and search