Billing
What does MRC stand for?
What is Monthly Recurring Charges
How much does it cost for a representative to set up a payment arrangement for a customer?
What is ... $10
James is an authorized user on Maria’s account. He wants to add another authorized user. How would you help him?
What is ... Adv him that only the BRP can add an auth user onto the acct. Ask to speak to the BRP.
What does RDC stand for?
What is ... Recurring device credits.
How much is an AAL?
What is ... $385.
What is ... Autopay
Customers are not able to set up a PA if they are how many days past due?
What is ... 31 days.
What system do we use to add lines?
What is ... Dash.
What system is used to quickly identify the customers promo?
What is ... Promo dashboard.
How long do we have to wait to be able to refund a deposit to a customer?
What is ... Between 12-18mos
What two ways can we credit an account?
What is ... Ban level or Billed charge level.
Customer is over 16+ days past due. What is required to secure their account?
What is ... A FDP.
What is the last day of the customers cycle called?
What is ... The close date.
What does FMV stand for?
What is ... Fair Market Value
How much is a return check fee?
What is ... It varys depending on state. Anywhere from $0 to $35
How much does it cost for a customer to get a bill reprint?
What is ... 1st one is free, $5 after the free one.
What are three reasons we can delete a payment arrangement?
What is ... Customer made an error and calls within 24 hours.
Customer is explaining T-Mobile made an error and it is within 24 hours of the original arrangement, or longer, if the memos support their complaint T-Mobile made an error.
Customer's account is current with no past due balance and has an active PA.
Customer was issued a balance impacting adjustment after the PA was set up, the balance owed is now less than the amount of the PA and needs to have it corrected.
How do you upgrade a customers phone?
What is ... Launchpad > Upgrade Dashboard OR Device Dashboard > Initiate upgrade
What system is used to correct a trade-in issue with a promo?
What is ... Trade-in transfer tool.
What is considered a customer mistreat? (answers may vary)
What is ... Using profanity
Hanging up on customers including completing transfers when no expectations were set for the transfers
Laughing at or mocking customers
Missed callback commitment
Refusal to escalate
Failure to make important account changes, resulting in negative customer impact
Making account change without customer's permission, see Fraud call scenarios > Unauthorized account access or changes. Examples: Adding a line or feature, placing an order, not advising of a support fee
If a line was canceled without the customer’s permission, follow the incident report process.
Failure to follow in-store COVID-19 safety protocols
Not advising of fees
Mark is looking to upgrade his plan to the Magenta Max. Mark is bill current. Do we future date or back date his plan? Why or why not?
What is ... Future date, because he is bill current.
Cherry had a payment arrangement that she was not able to make. How does this show up in the collection screen?
What is ... A failed payment arrangement.
What the 5 systems will you use on a regular day to day basis?
What is ... Atlas, Samson, Grand Central, C2 & Dash
Gary wants to get the promo for $800 off the iPhone 13. He trades in an iPhone 11 which gives him the full promo credit. Gary's iPhone 11 FMV is $250. How much will Gary get for a RDC? (24mos)
What is ... $22.92/mo for 24mos
What makes up your bonus?