Circle K Pro
Which tab in Circle K's Salesforce do you click to view previous cases under an account?
Activation, Cases
How to view if a customer is active online?
Administrations, view online user/ pending request
How to find a customer account in WEX SF
By account number, business name, phone number.
What is the case codes for 30,60, 90 day cases?
support request, customer account
What is CE direct phone number
888-626-1218 #1
Circle K Pro Account numbers begin with
0481 and 0496
To make any changes on a customer account, you will need written consent? True or False
True
What to do when a customer ask the status of their application.
Verify customer information, on opportunity, tell them that activation will contact them with more info regarding their app, send customer info in activation chat
What to do if a customer call in regarding a case they already have open?
Read case notes , reach out to rep assisting, if rep not available, assist customer with concern.
If the account is not used, WEX closes account after how long?
24 months or 2 years
Can a customer switch from a fleet to universal card? if so how?
connect customer with sales rep to apply for universal card
How to walk a customer through ordering cards on their account?
Cards, Add vehicle/asset card
How do you find the customer account number in WEX SF.
ask customer for either business name or number listed on the account, click on the customer application to find WEX account number
Can you dispute a pending transaction on a customer account and why?
If a customer need a 2 step verification reset, who should they call?
WEX Online Support
What to do if a customer ask to be enrolled into Direct Debit/Autopay?
Send customer Direct debit cycle 3 setup email
Can you walk a customer through address change before 60 days of the account being open
No,We will need a Business Address Verification Rejections (BPVA) obtained in written from the customer
How to find a customer rebate listed under the account?
WEX Sf, enter customer account number, click on the account opportunity, scroll down to Primary campaign source. verify code on excel coupon code list
What is the case codes for a Credit limit increase, when closing the case?
Credit questions, assessment, increase credit limit/decrease credit limit
What to do if a customer has a pending request response?
Approve response in WOLNG
Is it possible to change the company owner of the account if the customer is about to change ownership of the business. Explain
No, The account owner must call WEX Customer Service directly to close the account. The new owner will then have to apply for a new account with their own tax ID and business information, etc.
How to view a customer transactions within the last 90 days
Transactions, View Transactions , click on calendar, , transaction date ,last 90 days
what information should you request when a customer calls to check the status of their application?
Opportunity Number
Business name
First and last name
Phone Number
When should you escalate a case ?
If a customer really need assistance with a refund with proper review
If a case need to be reviewed by WEX
If customer ask to speak with supervisor
Where to find the from to input a credit limit increase request