Apple
Who do we call if a customer's unit was broken into.
The property manager
Where do we search for closed accounts in SSM?
All customers
Which button do we click to setup the move out schedule?
Modify Rental > Earliest Vacate Date & Move out Schedule
How do we apply the one time credit on the account If the customer is not yet due?
Add one on the prepayment box then click allowances > select customer care credit then apply the amount towards the rent.
In what common scenarios do we need to ask the customer to send us an email?
Move out notices
Where can we find the Emergency gate code to use as reference for the format of the gate code?
CSRScape, under the gate codes and on the preview of the store
When can an agent close an account for the customer?
For same day void only
When's the last day that the customer can pay before the unit goes to auction?
Before the scheduled closing of the auction.
A customer wants to transfer to another unit but cannot do it within 48 hours, what would you do?
Notate the account accordingly so when they are ready, the next rep will see it
If an existing customer wants to use their own insurance, how would we remove the PPP?
Verify and go into SSM to remove the PPP under modify rental
Are we allowed to credit or refund any previous PPP they paid for?
No
When do we start the auction process?
Anytime after 31 days of non payment
When does the late fee hit the bill?
After the grace period
How far in advance are we allowed to process the prepayment?
3months
What documents are needed for deceased customers policy?
Proof of death & will or any proofof inheritance
What's the first policy related question we ask when a customer wants to do a unit transfer?
Ask if they can move within 48 hours.
What information do you need to provide to a customer if their unit was broken into?
File a police report & File a claim
If a rental was done yesterday, who can assist with the refund / cancellation?
EAs
What are the mandatory fees we charge for the rental
Admin fee
What type of locks do we use at our facility?
Disc and cylinder locks
What are the type of discounts we cannot do over the phone?
Senior and Military
How much would the customer need to pay if the customer will only stay for 3 weeks?
How much would the customer need to pay if the customer will only stay for 3 weeks?
10x20 or larger
What is the requirement in order for us to store a vehicle?
It needs to be in good running condition and registered under the customer's name.
How much is the late fee?
$20 or 20% whichever is greater