Billing
What is the most common reason for a customer's bill being high?
What is prorated charges?
Can we order accessories for customers?
What is yes as long as they are purchasing a device on the same order?
What systems should we verify our customers in?
What is Assistedge and Clarify?
When verifying a premier customer what information is needed for proper verification?
What is Full Name, Account Number, and Business Name?
This should be done before asking your supervisor, floor support, or QA for assistance with a chat.
What is look it up in KM?
Customer comes back with $200 of international roaming charges, from a 3-day trip, how could we assist with the interaction?
What is add the international day pass, rerate, and credit the difference in charges?
Jay contacts us and wants to know what his bill would be if he added 2 new lines to his account. What can we do for him so that he has the details?
What is create a quick quote?
What system do you use to look up an online order that starts with 10?
What is OCE?
When should you send the FTCs to a customer?
What is whenever you are making changes to a customer's MRC.
When should you get the customer's verification information in the chat?
Danielle contacts us and says that her bill over the past 3 months has not been the same and charges keep changing, where can we go to quickly see and compare bills?
What is Customer 360?
When you are placing an order when can we tell when a device is expected to ship?
What is after you select the color of the device?
Cynthia calls in and needs to have her call forwarding set up. Where would you go to get this set up?
What is Torch?
What is the return policy for FNF, FN Agency, and Premier customers?
What is 14 days for FNF, 30 days for FN Agency, 30 days for Premier
What is P.A.R.O.S?
What is Proofread, Acknowledge, Resolution, Options, Set Expectations
The FirstNet and Family discount has changed for the new 2.0 rate plans. What are the plans and the discount for each plan.
What is Value 2.0 - 10%
Extra 2.0 - 15%
Premium 2.0 - 20%
Non-voice - 20%
Device is undeliverable, what are the steps you would take so the customer can reorder the device?
(Hint: Upgraded Device)
What is check to see if we received the device back, attempt to reverse the upgrade eligibility, OPUS Ticket, create a unable to complete transaction case, escalate to supervisor.
Desiree contacts us and needs help with pulling an unbilled usage report, where would you go to assist her?
What is Premier CSR Tool?
Tia contacts AT&T and wants to transfer a line from her business account to a personal AT&T account. Are we able to assist and if so, what part can we assist with?
What is yes, and we can help with getting the authorization on the line by submitting a request in carenow, or adding the TOBR soc in OPUS
When filling out the chat 1 interaction box, how many boxes do you have to fill out, and what are the entries for the boxes?
What is 9, VID Method, Customer Name, CTN, Account Name, Login ID, FAN, BAN, Chat ID, Notes
Cynthia has 1 FirstNet phone line on the unlimited extra plan, and 2 AT&T lines on the unlimited extra 2.0 plan. If she wanted to add 2 new lines with trade-in to her account what would her monthly bill be moving forward? She does not have autopay. (Minus taxes and fees).
(Hint: The trade-in covers the cost of the new device)
What is $217.99?
DAILY DOUBLE - WORTH 1,000
List all the different order starting numbers and where they are from!
What is 10 - Premier, 23 - MyATT, 50 - Stores, 51 - Order shipped from instore order, 55 - Call Centers
What is CNAM?
What are the only acceptable reasons to be logged out of Nuance?
(Hint: I am NOT looking for what Nuance says)
What is Calibration, Coaching, Lunch, Break/Health Break, End of Shift
When creating a missing promotions case, what information is needed for the case?
What is Account Type:
BAN:
Unlimited Plan (Yes or No):
Plan Start Date:
Line 1 – Purchase Details
CTN:
Purchase Date:
Activation Type (New Line, Port In, Upgrade):
Device Purchased:
Promo Name:
Promo CCKM Article: