Customer Recovery
Customer is requesting reimbursement for tag renewal in the amount of $19.99. What is the correct amount to request in the Customer Recovery case?
What is $19.99?
We will only reimburse exact amounts.
What are the three states that Fair Go is no longer operating in as of 11/25?
What is Virginia, Philadelphia, Illinois?
Customer moved and didn't notify us in time before their registration renewal was sent to their original address. They were told there's potential for compensation, due to the inconvenience.
Inform the customer because we weren't notified in time about the move, they wouldn't be compensated.
It is the customers responsibility to notify us immediately of an address change.
Customers vehicle was scheduled for return and their first window of availability they provided has passed.
What is do not transfer?
Please remind the customer there are still 2 windows of availability for the transporter. If they've forgotten what they've submitted, those windows they submitted are available in the Fair app.
If you create a case for CR and the parent case has the invoice for reimbursement, is it okay to not add the invoice to the recovery case?
What is no?
Due to auditing purposes all necessary files/information must be included in the request case.
Customer calls in and said they pre-qualified for Core but cannot see any vehicles or pricing?
Educate customer that we've temporarily paused our inventory to revamp and better our Core product.
During business hours, agent needs assistance on an escalated call that can be handled by the agent if they can get support from the floor.
What is do not create a Salesforce case for escalations queue?
(Look for floor support first, if unavailable, call escalations line for assistance.)
*Question for FS*
Fair Go customer hasn't heard back from adjuster and their vehicle is still sitting in a tow yard.
What is no?
Request update in Slack channel #weekly-claims-escalations and detail the vehicle is still sitting in a tow yard. Provide tow yard info, if available.
What are the limits individual agents are allowed to request for?
What is
$50.00 - $250.00 - No Approval Needed
$251.00 - $750.00 - Supervisor Approval
$751.00 & Above - Phoenix Manager Approval Needed
Core customer just picked up their vehicle last week and is concerned about their brakes.
Advise customer they need to reach out to the point of contact at the dealership for vehicle diagnostics.
(This issue falls under the dealerships agreement contract.)
*Escalated call with Floor Support*
Customer calls in at 8 pm PST. They're very upset that they're return pick up has been rescheduled twice and have received no real time communication from the transport company.
What is create an escalations case?
Use the Escalations template available in Confluence within Salesforce case and be as detailed as possible.
Customer is calling in, behind 4 payments on their weekly vehicle, and want to know if they make their payments, can they keep their vehicle.
What is warm transfer to Payment Recovery?
Let the customer know to get them the most accurate information of which options are available to them, you're going to connect them to our Payments Team.