Billing Basics
This tab in OS is the first place to click when taking a payment
What is BILLING tab
(HOW6687)
True or False: Ascendon is a new program which allows customers to express complaints for their streaming accounts directly to their respective companies (netflix, paramount, disney, ect)
what is FALSE (Duh!)
How7595
This UCM ticket type is used when a payment has cleared a customers bank account, but has not been applied to their Spectrum bill
What is "Missing/ Misapplied Payments"
HOW6347> BILLING ISSUES
True or False: If a customer calls in and instantly requests a supervisor, no further action is needed (including verification). Contact LEAD line
What is FALSE!
Always attempt to take ownership of a call and use de-escalation tactics.
Gen3953
It has been confirmed that a customer was disconnected in ERROR. Knowing your scope of support as a billing specialist, were would you transfer this call to?
what is "Keep the call until a lead is available"
GEN9150
This is the amount that needs paid to avoid temporary disconnects
What is "The Past Due Balance"
How3755
This tool can be used outside of Ascendon to confirm if a customer has activated, or is eligible for specific streaming apps.
What is the SET tool
HOW7595> identifying app status
This UCM ticket type is used when an account holder has passed away, and a caller is attempting to close the account
What is Deceased Customer Handling.
HOW6347> Account Management
This resource is used when an agent has done everything possible to educate and assist a customer, but the customer still demands to be escalated.
what is LEAD LINE
A technician calls on behalf of a customer to add or remove a LOB. Were would we xfer to?
what is Xfer tech to SALES!
GEN9150
True or False: It is possible to take a payment without AUTHORIZING an account...
What is "TRUE" So long as the payment method is already on file, the last 4 of the method are verified, and the caller has also been verified.
After accessing the BILLING tab in OS, This option allows us to create Ascendon accounts for customers.
What is the "Seamless Entertainment" option
HOW7595> Creating an Ascendon Account
This UCM ticket type is used when a caller is clearly referencing the agent when using unacceptable language on the phone and will not stop
what is ABUSIVE CALLER
HOW6347> Abusive Caller
True or False: A customer calls in stating they intend to commit an act of harm against you or another associate. They have stated the address of your workplace and also stated they are coming during a time you work. CoPilot states to push back with an equally intimidating threat.
what is FALSE!
GEN3953- follow escalation protocol via UCM and also make a member of leadership aware. Try to get the call UCID if possible.
A tech calls asking how a customers bill could increase by 10 dollars. the customer is NOT present. How would we handle this call?
what is " Advise customer must call the Spectrum toll free number
GEN9150
True or False: If a customer makes two payments in a single billing period, the transaction fee will apply to both payments.
What is "FALSE"
As long as the initial payment has fully processed, all other payments within that billing cycle will not incur the fee.
HOW6136> Convenience/Agent Fee
True or False: If a customer DOWNGRADES away from a TV package were they did have free streaming services, Ascendon will automatically adjust so they are charged the standard monthly rate for those same accounts.
what is TRUE
HOW7595> Business Rules> Subscription Management
This UCM ticket type is used when a customer order was placed, but they never received the shipment
What is "Lost/ Missing Shipment"
HOW6347>Shipping/Delivery
A customer threatens to involve the Better Business Bureau. For this, you would do what?
What is "De-escalate at first, then send to a supervisor"
HOW5522
A blind customer calls in wanting to discuss their bill, but has no brail bill present and no one to assist them in reading the bill.
what is XFER customer to residential disabilities support
GEN9150
This abbreviation is known as the method to use when a customer is either escalated or does not understand their issue
A.R.M Statements
GEN8107
True or False: If a customer DOWNGRADES to a lesser streaming subscription, they will instantly begin to see adds within the next hour.
what is FALSE! Downgrades in streaming services do not take place until the start of the next billing cycle both physically and financially. UPGRADES appear instantly
HOW 7595> Business rules> Downgrade Scenario
True or False: It is required to proactively offer a callback to a customer for an escalation.
what is FALSE! These are only to be placed by order of a supervisor.
HOW6347> Customer Callback Escalations
A customer sternly states "IM RECORDING THIS CALL!" How should you best respond?
what is Strongly advise against recording as we internally record our calls"
HOW5522
A customer states they dont know how to use their Cloud DVR feature.
What is XFER to INTERNET REPAIR
GEN9150