Situations
You get your first case! What should you do first?
Get the LOC and check NA and WE
What are the big 3 things needed for a listing to go live?
active model, image and leads
How many attempts do you make on a new contract?
2
How many max Authorized users can a contract have
3
Where can you look to see if a property is connected to a feed?
Network Admin
You look in WE and you see there is a current contract and a future start contract, what SOP do you follow? (The property is not connected to a feed and you have confirmed your lineitem is active)
Renewal
You call out to a new contract property, the person who answers the phone is general reception for the whole PMC. What do you do?
Mark as attempt 1 with no contact and ask for better contact, message rep or call fulfillment contact
Name 3 of the topics you need to cover in a new contract call.
leads, billing, vacancy, roster check, access, etc.
Where do you grant access for the FLP
Classic
What should you do if you are unsure if the property is connected to the correct feed?
Call the assist line and if still unsure clone and send to Feeds to ask.
You get a case where the listing is on a feed and is a renewal and a national. Which SOP are you following?
National and adjust the activity for renewal feed.
What is the maximum amount of time that can pass between contracts to still be considered a renewal?
6 months
You have a new contract and as you are checking the leads, you see that they are different than the contract... What should you do?
Check to see if it was changed by a sales rep or support rep recently. If not changed by us, revert to contract leads
If you are reviewing an FLP and the admin lineitem is under the HQ and the property lineitem is under the property LOC, will the authorized user be able to manage the FLP?
No
What is the account called that we do NOT communicate with?
DNC
You have a case and the listing is live and basic but the PMC is incorrect and the LOC does not exist in WE, who do you contact?
Research to switch the LOCs
You get an FLP case and the user was not granted access because there are duplicate contact IDs with the same email, what do you do?
Clone the case and send to P&E for contact merge with Survivor and Victim CIDs.
When do we put the HQ LOC as the company in a case?
When there is more than one property in the case
What types of properties can have a Flexible listings plan?
Properties with 49 units and less
If you have a property that is on a feed and is a renewal, which SOP do you follow?
Feed
You have a case where the listing has all the information needed to go live but is in Tier 2, what do you do?
Make sure connected to correct PMC and send to Revenue service WITH THE CONTRACT ATTACHED.
You get a case and there is no information in the listing. You look for a contract and see it has been pushed to Aug 1st. What do you do?
Move the start date, put FS 8.1 in the Subject, mark as new and put on hold.
You come across a new contract Greystar that is NOT connected to a feed but has a fulfillment contact and a contact in the opportunity note.... now what?!!?
Grant access in NA for opportunity note contact, make sure Fulfillment contact is added in WE and message Valerie, Tara and Legacy POC.
What should you check if an authorized user cannot access the FLP?
Check Customer Role in NA, check lineitems location (under HQ), check email and check they are listed as an authorized user under the subscriber tab
If you have a National and Feed property, which SOP do you use?
National