Keeping the call
A.H. or A.U. is calling and they want to add internet to an Cable only account. Who handles this call?
Who is "Billing"?
Where on the Billing Beta page can we make a payment?
What is "Pay amount" or "Submit Payment"
How do we verify a Customer?
What is "Name, and address"
A.H. or A.U. wants to add Voice to their monthly subscription. Who handles this call?
Who is "sales existing"?
Where can we put the work order in for a promise to pay?
What is "We don't offer promise to pays"?
Where can a customer find their security code?
What is "On the monthly statement in the upper left hand side, right under the account number"
A.H. or A.U. calls in because they want a new modem. Who handles this call?
Who is "Internet Repair"?
If an A.U. or A.H. called in to update their pay per view limit where can an Expert change their limit?
What is "Pay Per View Icon"?
Other than the security code. Are there other ways to authenticate a customer that has already been with Spectrum for one billing cycle?
What is "Authentication tokens, or Security Question".
A.H. or A.U. Are calling in regarding a previously charged off account - they wish to restart services with us. After processing the payment what is the next step.
What is "transfer to Sales New"?
Customer called in with a larger bill than expected, due to a returned payment. Where can you find this info?
What is "Ledger, or "Past statements" or "the Notes"
What customer can change info or packages on the account?
What is " An authorized Account Holder, and or Authorized User"
A.H. or A.U. from New York or California and already has the Affordable Connectivity Program and have "voice' on the account. Is there another benefit that this customer can qualify for?
What is "lifeline"?
Where on the Billing Beta tab can we find if the customer is in a preapproved area for the Affordable Connectivity Program?
What is " The notification banner"
I will accept the "Bell" icon.
What can we as Billing Experts do to assist a non authorized user, or Account holder?
What is "tell the caller the amount due, and make payment"