Fleet Training Jeopary_2023

Systems

100

This is our phone system

Vonage

200

This is how we communicate with each other internally (think instant messaging)

Teams

300

This is the online resource for documents, training materials, etc. 

SharePoint 

400

This is the website we use to add/cancel cards, PINs, and run reports. 

FCO/ Fleet Commander Online/ Voyager

500

This is when log notes are required. 

After every call. 

Systems_2

100

This is the application we use for internal emails.

Outlook

200

This is the shipping provider we use for expedited cards.

FedEx

300

This is the website we use to handle customer's emails and live chats. 

Salesforce

400

This is the process for changing gallons or products on a CLASSIC card. 

Issue a new card. 

500

No more than ___ emails between us and the customer for a specific issue. If more than ___, we need to call the customer. 

2.

PDI

100

True or False: We can change a PIN on a current/ existing card. 

False. 

*Unless the card has never been used. 

200

This is the short cut for AR Customers. 

ARC 

300

True or False: The Custom Fields tab can be changed on any card program. 

False, except for Fuel and Merch. This can be changed without issuing a new card by marking for export and having a card list run. 

400

This is the tab to add a new shipping address for cards to an account. 

Locations 

500

This is the tab to view Voyager account numbers for Universal cards. 

Profile --> Sort Description 

FCO

100

This is the type of limit that cannot be overridden. 

Hard. 

200

True or False: Cards can be added to PDI before being added to FCO. 

False

300

This is where you find the last card number issued for the next in the sequence. 

Account Details/ View Account 

400

If a request is over these amounts, you will need to request management approval for increases. 

5 transactions per day, $1,000 per day, $3,000 per month. 

500

This is where to pull a decline transaction report. 

Reports --> Reporting Home --> Declined Transaction Report 

Card Types

100

This card can only be used at Quarles sites.

Classic

200

This card can be used at Quarles and/or Retail locations. 

Universal

300

This is why we run card lists. 

Reset daily swipes, push through changes (active/ cancel) to NBS. 

400

These cards can be managed online by the customer and only a specific group of CSRs handle these calls. 

WatchCard

500

This is the process for when a customer requests to close their account. 

Cancel all cards and/ PINs.

If balance, email credit.

If no balance, email management.  

Always ask the reason. Add CRM/ Sales Rep to your emails to advise the reason the account is closing in case it can be saved.