Billing
Agents can backdate a bill this many days without escalating to a Supervisor.
30 days
A customer moving from one serviceable address to another wants to transfer service, how do you handle this request?
Complete the transfer request
The Mobile offers and resources is located in this tool.
Competitive Edge
You need this customer detail to find competitors available in their area on competitive edge.
The customer's zip code
Julia wants confirmation of a technician’s arrival time near the window, how do you handle this request?
Address Julia's concern, there is no need to transfer
A disconnect can be dated this many days in the future.
Up to 30 days
After customers downgrade and remove TV service but don’t return equipment, they receive a reminder this many days after the downgrade.
7 days
What is Unified Case Management? (UCM)
A ticketing system used to make/escalate certain requests
This is required to provide a pre-approval amount for a phone balance buyout.
Credit check
Sasha would like to upgrade Paramount + to Paramount + Premium (Ad-Free) when will she see this change in her service?
Immediately
For a transfer when the account is past due $321.66 (total balance $701.58), this is the minimum payment required to process the transfer.
$321.66
A customer returned equipment to UPS two weeks ago but the bill still shows it on the account, how would you handle this request?
Enter equipment research UCM ticket
This tab provides links to Mobile reference information and competitor offer comparisons.
Mobile offers and resources (in Competitive Edge)
The maximum amount an eligible customer can receive through the Contract.
$500
After adding premium channels, a customer’s Cloud DVR Unlimited shows a picture quality error, how should you handle this request?
Transfer to Advanced Streaming/IP Streaming
Customers can cancel after installation and still qualify for the 30‑day money back guarantee within this window.
45 days (includes 15‑day grace period)
If a customer no longer wants to port Spectrum Voice to another company, they must do this.
Contact their new service provider and cancel the request
To confirm eligibility for a specialized offer, check this system indicator.
Ensure the address is flagged in the biller
This section gives excellent talking points when comparing our Mobile services to competitors.
Mobile offers and resources
This TV Service is not eligible for seasonal suspension?
TV Stream
At point of sale, you must provide these billing details before submitting the order.
Total cost of services, a good faith estimate of all taxes and fees, promotional discount amount
Once an account becomes delinquent with an open work order, this happens to that work order.
The work order will be cancelled upon the scheduling of the soft disconnect
Submit a UCM ticket for Voice lifeline participants under these state-specific conditions.
For California customers as part of their voice order; for NY and RDOF customers when they inform you they received an eligibility letter
If a customer has an offer not listed in Competitive Edge, use this to have it added.
The Submit New Offer Button
Ann cannot order a UFC fight due to a delinquent status, how would you handle this request?
Help Ann understand the past due balance is the reason she can't order the fight and ask for a payment so you can assist with ordering the fight