OTM Payments
True Or False: Customers can make a one-time-manual payment via our IVR system?
True. Customers can ALSO make OTMP via our APP
True Or False - Early Upgrades can ONLY be completed at retail stores?
True: Can only be done at Spectrum Stores w/ inventory.
What version of the Apple Watch - is the "newest"?
Apple Watch - Series Six
Where would you go to check the status of a pending promotional trade-in credit offer?
Assurant Trade-In Portal >> Via Mobile Pro
Ed Kersmanc keels over at his desk, and stop's breathing. What Do You do?
Nothing. Let Nature Take It's Course.
Name (2) of the (4) benefits of promoting our APP/IVR for payments, or our Spectrum Mobile App
No Waiting On Hold To Speak W/ An Agent, Easy Way To Get Information, Empowers The Customers To Do Things Themselves, They Can Do Everything From Billing To Support
Does a STAND-ALONE customer (Customer w/out CORE services) qualify for an Early Upgrade?
NO
True Or False? You can trade in your series 5 Apple Watch - for the new one?
True Or False: You need to call the coaching line, in order to CHANGE the email address we have on file - in the Assurant Trade In Portal website.
False: You can do so yourself!
Serge Allen puts a REFUND ticket in your bucket for 64.23. What do you do?
View Canadian Exchange Rate. Convert To U.S. Dollars. Process As Normal.
If a customer is hotlined - and makes a payment via our IVR - how long could it take, before the customers services are restored?
10 Minutes
Based on the available finance amount - the customer MAY be required to place a down payment, in order to get an early upgrade, new device.
TRUE
Yes. $12 per month. (Except NY)
How will the customer receive their promotional trade-in credit - if they are paying in full for their new device?
The promotional credit will be applied to the credit card they have on file.
Brianna Jordan asks to borrow your car, so she can get to work. What do you do?
Let Her. Then immediately report car stolen to the authorities.
NO - Customer will need to speak with representative after making a payment.
Name ONE-THING that is NOT visible to us in our system - but could be causing issues with completing an early upgrade.
Social Security Credit Freeze
Can you tether the Apple Watch with a Samsung Galaxy S20?
No. Apple device only.
Customer currently has promotional credits being applied to their account - but are choosing to voluntarily disconnect their acct - what will happen to those promotional credits?
The customer will forfeit any remaining promotional credits.
Mike Canton sends you an e-mail inviting you to his Birthday Party. What Do You Do?
Block Sender & Report As SPAM.
Name (2) Reasons why our system may reach out to a customer to make a manual payment.
Card On File Expiring, Auto-Pay Failed, Hotline Pending, Hotline, Suspended For Non-Pay
What is the upgrade FEE for an early upgrade of a device - if the customer does NOT subscribe to our Spectrum Mobile Protection Plan.
$45
What Apple Phones are/is the Apple Watch compatible with?
6S Or HIGHER
If you are having an issue with not being able to locate a promotional transaction on the Assurant Trade-In Portal - what steps would you take to resolve?
Use the Assurant Trade In -Ticket Template, and escalate to your Supervisor.
Dezsi put a ticket back in your bucket, asking you to fix it, & make customer contact. What do you do?
You Friggin' Do It.