Tiers
Why are residential customers scored as Tier 4?
Credit and terms are not offered to residential customers
At what step is a Tier 1 or Tier 2 contacted for a past due invoice?
Step 4
At Step 5, who do we escalate a Tier 2 account to?
Account Manager and Field Manager
What’s the first step when a new customer request comes in, and why is it so important?
Start a new Onboarding Checklist to make sure no steps are missed
Jafar
Under what circumstances would a customer be Tier 4? (Hint: 4 situations)
1. No portal, no forms
2. Property management companies
3. Residential
4. Bad payment history
Why do we add the date, time, and our initials to each note in the Collections sheet?
Date - track reach outs
Time – figure out best times to reach out
Initials – In case another team member assists
By what day past due do we have to escalate a Tier 3 customer to the managers?
14 days past due
What is the expected timeframe for completing a site?
10 minutes
What country is both a continent and an island?
Australia
Using the Scorecard, is "Number of Sites" based on:
A. Customer's total number of sites
B. Only sites we plan to service
C. Single site mentioned during onboarding
B - Only the sites we plan to service.
A site list must be requested during onboarding to determine the proper tier
What must AR do if a deposit was not collected before we started work?
Remind the account manager about the Cash on Delivery process
What should we do next if the Field and Account Managers can’t help AR collect payment?
Escalate to AR Supervisor, who will approve sending to Executives for hold approval
What’s the point of getting CEO approvals and doing tier scoring?
They help us manage financial risks more effectively
What sitcom features a coffee shop called Central Perk in New York?
Friends
How is a Tier 3 customer with no portal/paperwork added to the Scorecard sheet?
Tier is manually changed to Tier 4
Notes = NO PAPERWORK TIER 3
List the Tier 1 & Tier 2 collection steps
1:Monitor
2:Monitor
3:Monitor
4:Update
5:Escalate to AM/Field
6:Escalate to Execs
7:Hold & Notice of Intent
8:Legal Go/No Go?
9:Escalate to Legal & File Lien
When should AR ask the Account Manager for extra contact info?
Before the final past due date for escalation. Contact inquiry is not escalating
What is an inactive customer?
A customer with no work for 13 months straight becomes inactive and needs reactivation before new work can start
Who was the only U.S president to serve more than two terms?
Franklin D. Roosevelt
When can we waive a required customer form, and what is still requested in that case?
Tier 1 or Tier 2's under contract or use a portal.
Basic customer information is still requested.
List the Tier 3 & Tier 4 collections steps
1:Notice
2:Update
3:Meet AM
4:Escalate to AM/Field
5:Escalate to Execs
6:Hold & Notice of Intent
7:Legal Go/No Go?
8:Escalate to Legal
9:File Lien
What is the process for escalating to the Field and Account Manager?
Give a brief update for each step, note which step we're currently on, ask for help securing payment, and include a payment deadline
How frequently are customer form follow-ups required?
Every 72 hours or 3 days
What is the sport played in Harry Potter?
Quidditch