Billing & Backdating
* UCM Tickets
* UCM Tickets
The maximum number of days an agent can backdate a bill without needing to escalate to a Supervisor?
What is 30 days?
What is the purpose of UCM.
A ticketing system used to make / escalate certain requests
30 days
The maximum dollar amount an eligible customer can receive through the Spectrum Contract Buyout Program (CBO)
500 dollars
The tool that the Mobile Offers & Resources tab is located in.
What is Competitive Edge?
The minimum payment amount a customer must pay to process a service transfer if they are more than 30 days past due with a total past-due balance of $321.66?
What is $321.66?
The item in CoPilot UCM that should be selected when a customer calls because their bill still shows equipment that was returned two weeks ago.
What is "Already Picked Up / Returned"?
When would we have to dispatch a technician for a customer downgrade or disconnect?
Only if customer identifies as disabled and requires equipment pickup
A required piece of billing information you must provide to a customer at the point of sale (pre-order submission) AKA Recap .
Total cost of services, a good faith estimate of all taxes and fees, and promotional discount amount
The Competitive Edge tool populates offers based on this, rather than the specific address.
What is ZIP Code?
The best step to help Ann, who is upset and threatening to cancel because she can't order a UFC fight due to a delinquent status over 30 days old.
Help Ann understand that the past-due balance on the account is the reason for the fight not working and ask her for a payment so you can assist her with ordering the fight?
In UCM, will you need to take further steps or contact a Supervisor when merging or linking an existing core service account with an existing mobile account?
No, just a UCM ticket
What day of the week are we not allowed to schedule a phone port order
Sunday
The length of time after installation of new service a customer can cancel and still qualify for the 30-day money back guarantee on installation fees and the first 30 days of service
What is 45 days (includes 15 day grace period)?
The Competitive Edge section that provides excellent points to discuss when comparing our Mobile services to our competitors.
What is Compare Tier One Competitors?
The proper response when a customer, suspended for a week for non-payment, asks for a credit for the full month of service they were charged for.
Help Diego understand the reason he was charged for the full month and do an account review to help build value in his services?
When must you submit a ucm ticket for a customer participating in a voice lifeline program
California as part of the voice order
NY / Rdof Customers, Only if they have received an eligibility letter.
In what scenario would we be disconnecting an existing customer account but the process means it is NOT considered a downgrade?
Transferring service
A type of service that is NOT included in the Spectrum Contract Buyout Program (CBO) reimbursement, Options are:
TV, Internet, Home Phone, Mobile?
What is Mobile early termination fees?
This is what you should do in Competitive Edge to filter competitors by line of business.
What is Filter by Service?
The only party that must be contacted to cancel a Spectrum Voice port request if the customer no longer wants to move their number to a new company.
What is their new service provider?
Customer that disputes previous bad debt will have orders delayed for how many days
5 days
Customers who downgrade and dont return equipment will get text / auto call reminder how many days after downgrade?
7
The required step to ensure a customer is eligible for a specialized offer.
What is check to make sure the customer's address is flagged in the biller?
You can use Competitive Edge to learn about streaming services like Hulu Live or YouTube TV?
True or false?
True