Customer
Will a customer get the discount rate if the transponder is unavailable or did not read?
No
Do we create a case when there is a class mismatch?
No we adjust it to the right amount
When are unused trips deducted?
10 days after the end of the cycle
What should we always do when we access an account?
Notate the account
What information should we always collect from a customer when creating cases?
Contact Information
A customer called and wanted to change how their statement is delivered from Mail to Email, which tab would this be under?
Correspondence
What date did the DSND start?
Anytime the customer requests one
What type of transponders are available for customers to order from CIC? Interior Mount Transponders, License Plate, Transponders Flex Transponders
All of them
Why would a CSR create a case?
When you cannot resolve a customer's issue over the phone
What can you do for a customer in the Billing Tab?
A. Resend Receipt via email
B. Add Credit Card or ACH information
C. Change the Pay Order
D. Change the replenishment amount and type
E. All of the Above
F. A, B, & D
A, B, & D
What does a customer need to say in order to receive a waiver at the CCU level (assuming there is no debtor ID# or referral date)? (Assume customer has never received the waiver)
Contact CCU we can not do it
What happens if a NOTD returns as undeliverable (NNIXHOLD)?
We send it to CCU with no penalty
Can we convert a private EZpass account?
No
True or False the Post Usage plan is calculated based on total monthly expenditure on all transponders assigned to a specific business account
True
A customer owes $1000.01 what flag do they receive at the MVA?
MVAS
How many tolling facilities does the MDTACMT (Baltimore Region Discount Plan) cover?
5
How much is the prepaid balance for a 3 axle vehicle?
75$
How many days does it take to clear a flag at MVA?
24 business hours
How often does the system perform an audit of a customers account to determine replenishment amount?
First 30 days and every 90 days after
How many days do we bundle NOTDs for customers with no prior NOTD?
7 days
Where do we see the status of a customers transaction?
Transaction tab all the way to the right
How many adjustments can we make for a Hatem A account in a month?
4
How long is the timeframe for UUCT fees you can adjust?
120 days
Can we accept payments for a transaction in the MVAN status
Yes
What information can you find in the overview tab?Account type
Cases linked to the account
Number of Vehicles on the account
All of the above
None of the above
All of the above