Lowe's
5192
What is the Lowe's Troubleshoot, Revisit SKU
This is the FMS order number, as seen in DOLI
What is the Client Order ID?
This is the servicer's identification number
What is the A#?
This department handles Costco, BTX, and Interactive Strength orders
What is the New Client Incubation Team
C.A.R.T.
What is
Clarify- as to why you'll be placing them on hold
Ask- if it's all right to place them on hold
Refresh- every two minutes
Thank- them for waiting
These are authorizations from IST for additional funds on an order.
What are PR / Payment Requests
This is the OMS order number as seen in DOLI
What is Account Number?
This is where you'll find if haul-away is included with the order.
What is the Scope of work (SOW)?
and/or (check SKUs carefully)
We do EVERYTHING for this client
Who is Nebraska Furniture Mart?
These are the 5 W's to notate
Who called in
Where the caller is
Why they are calling
What was done to assist caller
When you scheduled, delayed, or provided follow-up date
IST & IMS defined
What are the Lowe's call center and, the Lowe's Scheduling system?
We do not open these types of escalations, instead customers are to be referred back to the Best Buy Store
What are Damage Claims?
In order to Reschedule an order, we must always confirm with this person.
Who is the Customer?
They were formerly known as Sears Hometown & Outlet
Who is American Freight?
This is what you do when you cannot reach someone from the field by telephone.
What is to leave them a voice mail, then an email. (with details of 5w's)
We should never add these to an order, even if an IST agent gives verbal approval.
What are SKUs?
This is the greeting we provide/end with on a call with a customer of Best Buy.
What is "Thank you for calling CRST Home Solutions, an authorized Geek Squad Service Provider. This is (x). May I please have the phone number associated with your order?".
This is how long a warranty lasts on an installation order
What is 1 Year?
This client delivers the appliance, and we perform the installation
What is RAS Logistics?
Where we tell the customer their email will come from when we need to process a payment
What is invoices@crstpays.com
We never do these two things to Lowe's Customers.
What is to Servicer sells to and charge directly?
This is the type of job seen on an order, due to the Make It Right (MIR) updates.
What are Child Jobs?
This is where to look up which companies are assigned to service work, out of each store.
What is Store File (First Quad)?
The servicer must be at this place, to request an appearance fee.
What is On-site?
What is Compensation?