Scenario
When applying a one-time adjustment for late fees, which of the following adjustment reason codes would be used to reverse a late fee?
167
WOW! offers a Service Protection Plan for $5.00 a month. Subscribing customers are protected from charges related to Trouble Calls, Work Order and more. Which of the charges below are not covered with WOW!'s Service Protection Plan?
Which of the scenarios is not handled by a Billing Agent?
Mr. Lockwood want a phone feature that blocks callers that display as "Blocked or Private" on Caller Id's. Which feature will fit his need?
WOW! services are billed a month in advance. If a customer makes a change to a line of business in the middle of the billing cycle, the next bill will reflect an adjustment for the charges associated with the changed service(s) from the change date to the next billing cycle date. What is the name of this adjustment?
Mr. Stewart called about a missed appointment charge on his bill. Last month he was having issues with connectivity needed a new modem, and possibly wiring issues. Mr. Stewart stated he forgot the time for the appointment and missed the tech. He called back to reschedule the appointment for another day; the technician arrived and fixed the problem. He added the Service Protection Plan to his account on this visit. Mr. Stewart is requesting credit for the missed appointment charge. What should you do?
WOW! YouTube TV customers can modify their billing preferences by logging into one of the following:
Which of the following methods should the customer use to request a channel lineup per the Paper Fulfillment Process?
Ms. Newton wants to know when her bill is due and what dates will be charged. You locate her account in ICOMS. Which task screen will you be able to view your customer's cycle date?
56
The cycle date determines several actions for an account, which of the following are determined by the cycle date. Choose all that apply.
Bill due date, which is 20 days after the cycle date.
When changes are made to services in the middle of a billing cycle, generating prorated or partial changes.
Suppose the customer refuses SPP and wants to dispute the Technician Visit fee. You have done your research, verified the charges are valid and explained why the charges are valid. However, your customer states their continued dissatisfaction with the service and wants to dispute the charges. Which one of the following would be the best option to offer first when negotiating a credit?
Mr. Morrison would like to make his payment over the phone. You advise him of the payment processing fee when making a payment with an Agent, and the IVR payment option is free. Mr. Morrison prefers to make his payment with you; while processing the payment, he typed his credit card information incorrectly. What should you do?
Which of the following WOW! Phone plans offer the feature RoboCalling Block?
Mr.Harris of Mid-Michigan called to inquire about information on the bill he just received. He is new to WOW! and is not familiar with the layout of the bill. He wants to know where he can find the announcement of special offers and important messages?
What can occur if service changes are made on a date other than the cycle date?
Mr. Robinson states he needs help programming his remote. He has reached the wrong department for this assistance. What would you do, provide wording
When needed, WOW! customers have an option to set up a Payment Arrangement or a Promise to Pay. What ICOMS screen will Agents find the Promise to Pay dates?
14
According to the 'Bulk Account Process', customer calling during normal business hours should be transferred to the ICOMS Bulk Support team.
True or False?
WOW! YouTube TV customers must provide credit card information that will be used to bill the customer for their YouTube TV service(s) via AutoPay.
True or False?
If a customer calls in to dispute a Technician Visit fee, what steps would you use to address the dispute? Choose all that apply.
Cindy Yarbrough of Athens, Alabama is requesting a credit be applied to her account for a payment reversal. The payment she made last month ($136.23) via electronic funds transfer (check) was reversed due to insufficient funds. She states she immediately corrected the issue, and processed another payment which cleared. She's asking for a credit from WOW! because she doesn't feel she should be charged twice for one mistake, once by WOW! and another by her bank. Which would be the best way to respond to Mrs. Yarbrough's request?
Mrs. Yarbrough, I certainly understand your point about the charges. WOW! does charge a $30 payment reversal fee for any checks that we cannot process, and in most cases, your bank will also charge a fee. *Based on the customer’s credit history, an agent may credit appropriately.
Joe decided he no longer wants cable, so he will downgrade to Internet only with streaming. He’s enrolled in an AP17 plan. What package should be repackaged into?
Since is just a service change, customer remains in AP17 plan.
Miss Madeline Chavez would like to make her payment over the phone. While processing the payment in Gooey, you get an error message. Your Coach advices that the Payment UI is down and payments cannot be processed in Gooey now. What is the best way to handle this situation?
Explain to Mrs. Chavez you're unable to process her payment, but you can transfer her to the IVR to process her payment.
Mr. Conner called to inquire about his bill. His balance is now 51 days past due and his services have been disconnected. The account reflects a balance of $75.98, and a current balance of $123.56, bringing the total balance due to $199.54. Mr. Conner would like to know what is needed to restore his services. After reviewing the non-pay calendar, how would you advise him?
You received a call from a customer who was disconnected in January 2014. He wants to pay off his account; he received a bill about his balance from our outside collection agency. What is your next step?
Identify the company name from which the customer received the bill and when the account was disconnected, and provide the appropriate contact information