Billing
A customer would like a credit, what is the first thing you do to validate the request?
Ask the reason for the credit
What is the chat scope of support article?
GEN6675
What do you do when a customer is having trouble submitting the application online.
UCM for New ACP
What is acceptable?
Professional appearance
Where can you find the pdf of the billing statment?
Ledger, PDF view
When the Autopay is suspended why can the account not be re-enrolled?
To many returned payments
What copilot can you find the steps for seasonal?
How222
How much is the credit?
Up to $30
What garments are not allowed
Yoga pants, leggings, joggers
Where do you go to submit a ticket for equipment research?
UCM
When can I get back on Autopay?
Where do you post ALL questions?
Team Chat
What do you do when a customer has questions about eligibility?
Helpful hint and or link for ACP
Where can you view your coaching's?(Hint: ranking)
Corportal
What tab can you view the Soft or Hard disconnection date?
Billing tab
To downgrade to tv essentials. What do you do?
Call Retention
What is the dress down day and colors for this month?
Thursday
Blue, gray, white and or spectrum gear
How long does it take for ACP to be applied to the account?
1-2 billing cycles
What is the Call out #phone and what information must you provide?
844-810-7373, PID for username and password
Where can you view if the equipment is on or offline?
Scope
Customer states they are going to reach out to the FCC. What do you do?
Reach out to Leadership
What are the requirements you must meet to be eligible for PGP?
80% overall
150 chats
No corrective actions
6 consecutive months or 9 months overall
What happens if you are out of dress code?
You will be sent home
Where can you view the Channel line up the customer currently has?
Spectrum Entitlements tools