Einstein
I must do this before I can access a customers information
What is verification?
Section where you add an authorized user
What is customer tab?
Georgia, Tennessee, Louisiana, Arkansas, Mississippi, Alabama, South Carolina
What is Big South?
When you don't take a real time payment or a postdated payment I must do what in FCRT?
How are you today?
What is warm and friendly?
I must go here to see payment arrangement options
What is "Take a payment" / Payments page?
Where I can find the exact date of scheduled interruption
What is the Billing Calculator?
Ask the customer for City, State and Zip
What is Outbound Verification?
I am assisting a customer to process a payment from Chicago, Florida, heartland or Big South with a new payment method.
Which accounts would you process a payment in FCRT ?
When can you make a payment?
What is Discover Needs?
Starting from full balance to past due balance when discussing payment options
What is top down negotiation?
I go here to restore customers services right away
What is Work Order Clock?
Customer needs to speak to a supervisor
What is Schedule a manual callback
I must advise the customer the convince fee is being applied for processing a payment over the phone today.
5.99 fee is applied today as a Realtime payment not in the next billing cycle.
You can always make payments in the future online
What is an Xfinity Brand Ambassador?
Must be disclosed before taking a payment
What is the $5.99 transaction fee?
Here is where I can find a customers billing cycle date
What is the customer information tab?
I must do this after every call
What is disposition and notation?
when a customer from Chicago, Florida, heartland or Big south, is giving me a new payment method I should use this tool.
when do you use FCRT ?
You will need to make your payment before the 4th to avoid another interruption
What is setting clear expectations?
Indication that customer's services are interrupted
What is Soft disconnect displayed in billing summary section?
Code used to restore services
What is 6Y?
I do this before I take customers payment information
What is Mask the call?
I must Disposition (NO ANSWER) and add my notes (NO ANSWER) in FCRT tool.
What do I do when I get no Response or voicemail but I have to disposition LL in contact in as Central Division call?
I already have a card on file, if you can verify the last 4 digits
What is make it effortless?