Tiers
Why are residential customers scored as Tier 4?
Credit and terms are not offered to residential customers
Step 4
Who do we escalate a Tier 2 account to at Step 5?
Escalate to Account Manager and Field Manager
What is the very first step upon receiving a new customer request and why?
A new Onboarding Checklist needs to be created to ensure that no steps are missed during the process.
Under what circumstances would a customer be Tier 4?
1. Customer form not returned and no portal is used
2. Property management companies
3. Residential
4. Customers with bad payment history
What is the purpose of adding the date, time, and initials to each outreach note?
Date - So we can track reach outs
Time – To help identify optimal outreach times
Initials – In case another team member assists with the outreach
By what final past due day must a Tier 3 customer be escalated to the managers?
14 days past due
Why are CEO approval and customer tier scoring so important when acquiring new customers?
The process allows us to better manage financial risk
When using the Scorecard to determine a tier, should the "Number of Sites" be based on:
A. The customer's total number of sites
B. Only the sites we plan to service
C. Just the single site mentioned during onboarding
B - Only the sites we plan to service.
A site list must be provided or requested during onboarding to determine the proper tier
What must AR do if a deposit was not requested or collected before work began?
AR must reinforce the Cash on Delivery process with the account manager
What next steps should be taken if the Field and Account Managers are unable to help AR in collecting payment?
The account is escalated to AR Supervisor, who will escalate to Executives for hold approval
How is a Tier 3 customer with no returned paperwork or portal added to the Scorecard sheet?
Tier is manually changed to Tier 4
Notes = NO PAPERWORK (OG TIER)
Ex. NO PAPERWORK (TIER 3)
List the Tier 1 & Tier 2 collection steps
Tier 1 & Tier 2
Step 1:Monitor
Step 2:Monitor
Step 3:Monitor
Step 4:Update
Step 5:Escalate to AM/Field
Step 6:Escalate to Execs
Step 7:Hold & Notice of Intent
Step 8:Legal?
Step 9:Escalate to Legal & File Lien
When should AR request additional contact information from the Account Manager?
This should be done before the final past due date for escalation
*Contact inquiring is not escalating
What is the only exception that allows a customer form to be waived, and what do we still request in that case?
Tier 1 or Tier 2 customers under contract or using a portal are the only exception. Basic customer information is still requested.
List the Tier 3 & Tier 4 collections steps
Tier 3 & Tier 4
Step 1:Notice
Step 2:Update
Step 3:Meet AM
Step 4:Escalate to AM/Field
Step 5:Escalate to Execs
Step 6:Hold & Notice of Intent
Step 7:Legal?
Step 8:Escalate to Legal
Step 9:File Lien
How is a past due account escalated to the field and AM? What information is provided, what contacts are CC'd and what are we requesting from them?
An email is sent to the AM, field manager, Erin, Sarah, Shelley, Tiffany, AR and Kattie.
Include details on the issue, who we have contacted, what is past due, and copy of statement.
We ask the managers to step in and assist us in securing payment.