Show:
Reschedule Payments
Account Management and Status
Rent Payment to Property
Refund Request/Cancel Subscription
Manage My Payments to Flex
200

When did the user reach out? (During or outside of BP)

Outside of BP

200

What’s the Autopay Status when the user reached out?

Episodic or Autopay Off

200

How much did Flex pay for the September rent?

$1714.42

200

What’s the status of the account?

Cancelled

200

What’s the current autopay status of the user’s account?

Episodic/Autopay off

400

What is the user's main concern?

Reschedule the 2nd payment to the 30th

400

What rapport should we apply to this ticket? Appreciation or Empathy?

Empathy

400

What is the user's base rent amount in OD?

$1400

400

What is the timeframe for a regular refund of the monthly membership fee?

 3-5 Business Days

400

What rapport should we apply on this ticket? Empathy or Appreciation

Empathy

600

What macro can we use to answer the customer’s inquiry?

Reschedule Payment - End of Month Request

600

Identify the customer’s main concern.

The user encounters an issue when turning on rent autopay.

600

In which tab in OD can we confirm that the rent has been paid.

History Tab

600

TRUE or FALSE: We need to escalate the issue immediately on Slack so we can process a refund for the user.

FALSE

600

What do we call the payment that we need to collect to process the rent payment?

1st Payment

800

When can we not reschedule the 2nd payment in rescheduling requests?

During weekends and holidays 

Bonus: +50

800

What document should we ask from the user to determine the app issue?

A screenshot showing the error message in the app.

800

Which method did Flex pay the property for September rent?

ACH payment

Bonus: +50

800

When can a user not be charged the Monthly Membership Fee (MMF)?

When the account is Cancelled.

800

What is our cutoff for turning on autopay?

 5PM ET on the 4th of the month

1000

In the 'Reschedule Payment - End of Month Request' macro, which payment reminder should be removed if it has already been paid?

That the Monthly Membership Fee (MMF) payment will still be processed for this month.

1000

What are the 4 troubleshooting steps in addressing app issues?

  1. Close the application completely.
  2. Reopen the application to see if the issue persists.
  3. Ensure that you have the latest version of the application installed on your device [iOS/Android v2.1.1724 or higher].
  4. If the problem persists, provide a screenshot of the error message you're seeing

Bonus: +100

1000

What would be your response to the user?

The credit will take effect for October on the 1st payment.


Advise the user to have the property update the rent amount in their portal before BP starts. 

1000

What macro can be applied to address the concern?

 Deactivate - Pause Benefit Explained

1000

What is our internal lingo for Autopay-off?

Episodic