Billing
Where can I locate last payment made
Billing snapshot, bill comparison, AR Billing, PDF, Optical
How long does contact information need to be verified on the account before it can be used for validation?
30 days
What tool do you need if a customer calls in asking for Fiber but it shows not available?
SIFT
What is the bar on top of the HUB called that has the customer's Acct number, WTN, and customer type?
Customer Journey Bar
Where do you go in DPI to check for returnable equipment?
Sub Inq>More Options>Returnable Equipment
Where could a customer pay their bill online without logging into their account and what would they need to complete this payment?
17 digit account number
When validating a customer aside from the items with red locks what information must you validate for before providing to the customer?
17 digit account number, PPV & VOD purchases, call details (such as numbers called, number of calls placed)
What tool will you need to drop ship replacement boxes to a customer to return equipment?
SIMPL
Where can you locate the customer's subscriptions in the HUB?
Products & Services tab>Subscriptions
Where can you find the PIN in DPI?
Quick View>Summary Account Info
How much is autopay discount?
$10 with debit card or ACH bank draft
$5 with credit card
What is the appropriate hold time?
No longer than 2 minutes
What tool will you use to complete a Supercedure?
DPI
What tab in the HUB will you find Service Order history?
Overview Tab
Service Order Entry>Business Orders>CD- Records Only
Where can you find the customer's PIN
On PDF version of the bill, optical version of the bill, and/or DPI
$10 except AZ and WV where it is $4.50
How many tabs can you have open in the HUB at once?
Five
What is the appropriate way to close an interaction in the HUB?
Complete contact>Complete the drop downs and submit
How do you start a Supercedure in DPI?
Service Order Entry>Residential Orders>Supercedure
What is the limit for a new agent when giving billing adjustments without supervisor or CAP approval?
$50
Where is the only Frontier location a customer can pay their bill in person?
St Michaels, AZ
How do you resolve technical issues in the HUB?
Clear cache and cookies
Go to three dots in top right corner of browser>Delete Browsing History>Time Range (All Time)>Delete Data>Close Browser (not just the tab)>Open New Browser
What format should notes be in when added in the HUB
Situation
Action
Result
When placing a SS order where do you find the fee and S&E charge (if applicable) to put in DPI?
CERT