Transcript Clearwire - InterDev, LLC

Clearwire Queues (CQ)
•®
•Confidential and Proprietary Information
•H I G H S P E E D
I N T E R N E T A C C E S S M A D E S I M P L E . W A Y S I M P L E.
How Do I Request Access?
• Go to:
https://careapps.clearw
ire.com/CQ/index.asp
• Select the “Need A
New CQ Account?
Button
• Fill out the fields with
the information being
requested
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How Do I Request Access?
• Fill out the fields with the
information being requested:
– Agent Code for User Name
– Your First Name
– Your Last Name
– Your Correct Email Address
– Your Correct Market from
dropdown
– Name of the Dealership
– For Manager, type in the
name of your Clearwire
Indirect Acct Executive or
Manager.
– Group, choose your
functional group for example:
AR Dealers or AE/IAE/FSR
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Other Options?
• You can also have your
password reset if you
forget yours.
• If you have questions
or have problems, you
can email the
CQAccess team!
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Login !!!
• After you have
requested access and
have been setup. Type
in your user name
(agent code) and the
password you have
established.
• Press Submit!
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Your Queues…
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Billing
– Billing Research
– Payment Research
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Credit & Activation
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Credit Score Override
Manual Activation
Manual Review
VOIP MOR (Existing Customer)
Escalations
Fraud
LM (Local Market)
– Customer Lookup
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Promo Research
Search (CQ Ticket #)
Partner Programs
– Non Revenue Accounts
– Partner Program
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Setting Proper Expectations!
• Submitting a ticket for review does not
necessarily mean it will be approved or
completed as requested.
• All tickets will be reviewed taking into account
our Clearwire operating policies and/or
approval channels.
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Customer Lookup Tool
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Customer Lookup Tool
Once you click on Customer Lookup you see this search screen.
You can search by phone number listed on the account, email
address, name or MAC ID.
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Billing Research
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CQ: Billing Research
Billing Research
• Submission Reasons:
• Adding or Changing a Promotion
• Bill Date Change (Can only be done once in a customers
lifecycle)
• Cancellation Issue / Credit Needed
• Ex: Customer requested to cancel on x date with supporting
documentation within BOSS.
• Changing Modem Lease to Modem Purchase or vice versa
• Activated incorrectly at POS
• Should be submitted within first 7 days of customers lifecycle
• Credit Request
• Does not fit other Billing categories
• Customer Double Billed
• Shipping Fees Waived (LV Telesales Only)
• Tax Exempt (Taxes Reversed)
• Request will require a Tax Exempt Certificate and approval from our
Tax Department
• Waive Activation Fee
• VP Approval required
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CQ: Billing Research
How to submit a Billing Research Ticket:
• Hover your mouse over “Billing” (on the left-hand menu)
• Then Billing Research
• Click on New Ticket
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CQ: Billing Research
Complete all required fields on the ‘New Ticket’ form:
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Customer ID Field:
– Enter the Customer ID and click
‘Auto-Populate’
– Customer’s Name & Bill Day
will appear
– Select your market from the
drop down list
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Submission Reason:
– Select the Submission Reason
from the drop down list
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Caller’s Name:
– Required if different from CW
Account Holder’s name
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Caller’s Contact Phone
Number
CQ: Billing Research
Submitting a New Billing Research Ticket (cont’d)
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Use Payment Method on File?
– Check this box if the Payment Method
on file should be used for your request.
– Select the correct Payment Method on
file from the drop down list.
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Amount of Dispute
Notes
– Provide a detailed reason for the Billing
Research Request
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Submit
– Your request will route to the Billing
Team for review and processing.
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Service Level is 2 Business Days
Billing
Payment Research
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CQ: Payment Research
• Payment Research
• Submission Reasons:
• Credit Card Will Not Update
• BOSS is unable to update the account’s Credit Card information
• Duplicate Payment
• Customer is stating duplicate payments have remained on their bank
statement for more than 3-5 business days.
• Payment Decline
• Customer’s payment has been declined. Customer states funds are
available and billing address on file matches customer’s banking address.
• Pending Authorization Hold
• There is a pending authorization hold on for more then 3-5 business days
on the customer’s Credit Card.
• Unauthorized Credit Card Charges
• Credit Card Holder is disputing charges from Clearwire on their Credit
Card
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CQ: Payment Research
• How to Submit a Payment
Research Ticket:
– Hover your mouse over
the Billing tab (on the lefthand menu)
– Go to Payment Research
– Select – New Ticket
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CQ: Payment Research
Complete all required fields on the ‘New Ticket’ form:
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Customer ID Field:
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Enter the Customer ID and
click ‘Auto-Populate’
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Customer’s Name will appear
Market
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Submission Reason:
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Select the Submission Reason
from the drop down list
Caller Name:
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Select the correct Market the
customer is in from the drop
down list
Required if different from CW
Account Holder’s name
Caller Contact Phone Number:
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Required if different from
contact number on file
CQ: Payment Research
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Credit Card Number on file,
Expiration Date, CVV2
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Due to security in BOSS, please
ask the customer to provide this
information
Credit Card Number in dispute:
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Same as on file
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Populate this box if the
Credit Card in dispute is
the same as the Credit
Card on File
If Credit Card in dispute is
different than the Credit Card on
file, please provide all Credit
Card information
CQ: Payment Research
Submitting a New Payment Research Ticket (cont’d):
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Bank name, Bank Contact
#
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If the customer is able to
provide this information,
please do so.
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Amount in Dispute
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Notes:
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Detailed reason for the
Payment Research
Submit:
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Your request will route
to the Billing Team for
review & processing
Feedback Form
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CQ: Feedback Form
• Feedback Form is used to send
input and feedback to various
departments within Clearwire.
• This is not an escalation tool and
is only used to send feedback
and information to the
appropriate department.
• Use the drop down list to make
your selection for:
– The Department that the
feedback pertains.
– The Market you are in.
– The Feedback Type: Kudos for
Praise; Coaching for
opportunities to improve; Other
for everything else.
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CQ: Feedback Form
• If you know the name of
the Clear Employee the
feedback is related to,
select the name in the
Feedback Pertaining To.
• Customer ID – if you know
it
• Sales Rep – Type in the
name of the sales rep if
applicable
• Feedback – Type in your
feedback
• Click Submit !!
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Escalation Form
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Escalation Requests should only
be used if the situation is an
emergency and needs
immediate attention.
Your assurance in adhering to
this policy will allow the various
CARE departments to operate
more effectively.
Selecting Escalations and New
Ticket will take you to this form.
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Escalation Form
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Choose the department that should
handle the requested escalation from
the drop down list.
– Example: If it is related to a non-rev
issue – select non-rev. If Billing issue
– select Billing.
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Put in the existing CQ ticket number if
you have one and/or the customer ID.
If there is no customer id associated
with the request put in 0000.
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Put the contact info and be specific
about the escalation.
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Hit submit and the ticket will route to
that department manager for
handling.
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Fraud Review Form
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Fraud: CQ Form
When should this form be used?
– Identity fraud disputes
• customer calls in and advises that personal information was used to
establish service with Clearwire. Some customers may reference that
our company has shown up on their credit report, etc.
– Family Disputes
• When a customer calls in disputing that a family or a household
member used their personal credit or payment information to establish
service.
– Fraudulent Credit Card Charges
• When a non-Clearwire customer calls in and states they are seeing
charges on their credit card or checking account.
– Multiple Account Disputes
• When a customer calls in and states they are supposed to only have
one account, but are being charged for multiples.
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Fraud: Form Overview
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Customer ID field
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Enter the customer’s ID and hit validate
– The customer’s name and market
will auto populate for you.
– If you do not have the customer ID
available you can place all 1’s in the
Customer ID field – do not hit
validate in this instance.
– For instance, credit card dispute for
a non-customer, identity fraud, etc.
Company Name
• Only required if the account is a
business.
Caller’s Name
• Required if the name is different
than what’s on the account.
Caller’s Number
• Required if the number is different
than what is on the account.
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CQ: Fraud Review Form
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Payment Method
If the submission reason is Fraudulent
Credit Card Charge
If the claim is on a Credit Card please
select that payment method. The Credit
Card is required, if the customer does
not want to provide it you can dummy it
out using all 9’s.
If the submission reason is Fraudulent
ECP Charge
– If the claim is on an ECP, then
select that payment method. The
checking account number is a
required field. If the customer does
not want to provide it you can
dummy it out using all 9’s.
Submission Reason
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This is where you will select the
correct submission reason for the
fraud dispute.
–
NOTE: Respective Submission
Reasons will require additional
information dependant on fraud type.
Notes
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Enter additional information in
regards to the customer’s dispute.
Credit & Activation
Manual Activation Form
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Manual Activation Form
When to use it?
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Skip Credit Activations
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Check Payment Activations
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Please refer to the Check Payment
Activation Process for Business or
Consumer for eligibility and
requirements
Purchase Order Activations
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Customer refused a credit check
Please refer to the Check Payment
Activation Process for Business or
Consumer for eligibility and
requirements
Business on Individual Service Plan
Activations
–
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Businesses requesting Service
Plans other than ClearBusiness
Manual Activation Form
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Select the Market the Manual Activation
Form is being submitted for.
Select the correct Activation Type
(Market selection is required)
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When submitting a ticket for a “No
Credit Check” activation, please take
note of the following:
Select the correct Activation Type drop
down list
Select Customer Type (Business or
Consumer)
• SSN/Tax ID field - Enter
‘999999999’
Complete all applicable Customer
Fields
Select the correct Payment Method
from the drop down list
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Original Credit Score - Leave blank
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Select the correct contract term
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Manual Activation Form (cont’d)
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If activation is a MOR (Service Address
Manual Override)
– Cheetah Score is required
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In the Modem Number field – ‘Ship
Modem’ option is now available!
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Select the correct Equipment
Information the customer is
purchasing from the drop down list
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Credit and Activation
Manual Review Form
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Manual Review Form
When to use it?
•
The Manual Review Form is used
when customer’s return with a “ * “
credit score in Sales OE
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The following information is required for
review:
–
SSN / Tax ID
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–
Customer Type
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–
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Business or Consumer
Business Name and other
customer information fields
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This field is encrypted to IT &
Legal standards.
Required for Business
customers
Market - Select the customer is in
from the drop down list
Manual Review Form
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Contact Name
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Required for Consumers or the
Business Contact Name
Contact Number
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Please provide a valid number for the
customer as the review may require
verification of credit information
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Market - Select customer is in
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Service Address, City, State, and Zip
–
Should match the address used to
perform the credit check
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Commissionable Sales Rep Name
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Commissionable Sales Rep Number
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Notes
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Additional notes the Credit Team may
need to process your request
–
This field is not encrypted, please do
not enter any sensitive data such as
credit card numbers or social security
numbers.
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Credit and Activation
Credit Score Override Request
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CQ: Credit Score Override Form
• When to use it?
•
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The New Credit Score Override form is
used for customers requesting a Credit
Score Override based on their credit
check results.
Required for review:
–
SSN / Tax ID
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–
Customer Type
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Requires for Consumers or the
Business Contact Name
Contact Number
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Business or Consumer
Contact Name
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Provide the SSN or Tax ID that the
credit application will be listed
under
A valid number for the customer as
the review may require verification
of credit information
CQ: Credit Score Override Form
• required fields continued
–
Market
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–
LV Telesales – select ‘Clearwire
US’
Credit Score
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Provide the credit score received in
Sales OE
–
Commissionable Sales Rep Name
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Commissionable Sales Rep Number
–
Notes
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•
Additional notes the Credit Team
may need to process your request
•
This field is not encrypted, please
do not enter any sensitive data
such as credit card numbers or
social security numbers.
Promo Research Request
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CQ: Promo Research Request
Enter Customer ID and
hit Validate Button.
The rest of the
customer info will
populate.
This form is used
when customers
have waited the
allotted time for
their promo and
have not received
it.
• Fill out the form and select the promo the customer is inquiring about from
the drop down list.
• Hit submit!
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Partner Programs
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CQ: Change Sales Rep
•
Change Sales Rep Ticket is used
to request a change in responsible
representative of a sale.
– Example: 1 Sale is under the Sales
Manager and needs to be changed
to a Sales Rep
– Example 2: If a sale needs to be
changed from a Dallas Sales Rep to
an Atlanta Sales Rep.
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Customer Number:
– Input customer number and
“Validate”.
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•
Complete all remaining fields
A ticket must be entered for each
service ID on a customer account.
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CQ: NIEPP
• The National Indirect
Employee Purchase Plan
(NIEPP) is a discount plan
for sales reps (NRAEs)
working in National retail
stores.
• All fields are required.
• The rep must agree to the
details of the promotion and
the terms and conditions.
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CQ: Partner Program – Non Revenue
What is a Non-Revenue Account:
•
A Non-Revenue Account Ticket is used
to identify and assign equipment to
Partners or Dealers that is not “billable”
or “revenue generating”.
– Hover over the Partner Program tab
(on the left-hand menu)
– Non-Revenue
– New Ticket or Search
•
Non-Revenue Type:
– Select the correct Non-Revenue
Type of ticket you want to create
from the drop down list.
– It is important to select the correct
type from the drop down so the ticket
is routed to the proper RVP.
•
All fields in the ticket are required
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CQ: Partner Program Non-Revenue
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Ship this Device?:
– If “Yes” – you will be asked for the
total number of the chosen
equipment that should be shipped.
– If “No” – you will need to provide the
MAC address for each piece of
equipment you would like activated.
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CQ: Partner Program
What is the Partner Program?
– The program offers Clearwire
employees an opportunity to
obtain Clear/Clearwire service
with very little cost to the
employee.
– More details can be on MAX
under People Developement.
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