Apple
If an account is past due for two months with 2 late fees on the bill, can we ask approval for a partial payment?
No.
How long would it take for the refund to reflect in the customer's account if we do a same day void in the system?
48 hours
Which button do we click to setup the move out schedule?
Modify Rental > Earliest Vacate Date & Move out Schedule
How do we apply the one time credit on the account If the customer is not yet due?
Add one on the prepayment box then click allowances > select customer care credit then apply the amount towards the rent.
In what common scenarios do we need to ask the customer to send us an email?
Move out notices and unit transfer (occupied units)
Where can we find the Emergency gate code to use as reference for the format of the gate code?
CSRScape, under the gate codes and on the preview of the store
When can an agent close an account for the customer?
For same day void only
When's the last day that the customer can pay before the unit goes to auction?
Before the scheduled closing of the auction.
A customer wants to transfer to another unit but cannot pay the new unit right now, what would you do?
Notate the account accordingly so when they are ready, the next rep will see it
If a customer rented a unit yesterday and asks for a rental cancellation today, how long would it take for the refund to reflect in their bank account?
It could take up to 10 days.
Are we allowed to credit or refund any previous PPP they paid for?
No
When do we start the auction process?
Anytime after 31 days of non payment
When does the late fee hit the bill?
After the grace period
How far in advance are we allowed to process the prepayment?
3months
What documents are needed for deceased customers policy?
Proof of death & will or any proofof inheritance
Yes.
If the prepayment box says 0, are we supposed to charge the balance due at transfer?
Yes
If a rental was done yesterday, who can assist with the refund / cancellation?
EAs
What are the mandatory fees we charge for the rental
Admin fee
What type of locks do we use at our facility?
Disc and cylinder locks
What are the type of discounts we cannot do over the phone?
Senior and Military
How much would the customer need to pay if the customer will only stay for 3 weeks?
The full month's bill
10x20 or larger
What is the requirement in order for us to store a vehicle?
It needs to be in good running condition and registered under the customer's name.
How much is the late fee?
$20 or 20% whichever is greater