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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. ® Confidential and Proprietary Information Clearwire Queues (CQ)

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Presentation on theme: "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. ® Confidential and Proprietary Information Clearwire Queues (CQ)"— Presentation transcript:

1 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. ® Confidential and Proprietary Information Clearwire Queues (CQ)

2 2 How Do I Request Access? Go to: https://careapps.clearw ire.com/CQ/index.asp 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

3 3 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 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

4 4 Other Options? You can also have your password reset if you forget yours. If you have questions or have problems, you can the CQAccess team!

5 5 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!

6 6 Your Queues… Billing –Billing Research –Payment Research Credit & Activation –Credit Score Override –Manual Activation –Manual Review –VOIP MOR (Existing Customer) Escalations Fraud LM (Local Market) –Customer Lookup Promo Research Search (CQ Ticket #) Partner Programs –Non Revenue Accounts –Partner Program

7 7 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.

8 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. ® Confidential and Proprietary Information Customer Lookup Tool

9 9 Once you click on Customer Lookup you see this search screen. You can search by phone number listed on the account, address, name or MAC ID.

10 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. ® Confidential and Proprietary Information Billing Research

11 11 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

12 12 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

13 13 Complete all required fields on the New Ticket form: CQ: Billing Research Customer ID Field: –Enter the Customer ID and click Auto-Populate –Customers Name & Bill Day will appear –Select your market from the drop down list Submission Reason: –Select the Submission Reason from the drop down list Callers Name: –Required if different from CW Account Holders name Callers Contact Phone Number

14 14 CQ: Billing Research 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. Amount of Dispute Notes –Provide a detailed reason for the Billing Research Request Submit –Your request will route to the Billing Team for review and processing. Service Level is 2 Business Days Submitting a New Billing Research Ticket (contd)

15 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. ® Confidential and Proprietary Information Billing Payment Research

16 16 CQ: Payment Research Payment Research Submission Reasons: Credit Card Will Not Update BOSS is unable to update the accounts 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 Customers payment has been declined. Customer states funds are available and billing address on file matches customers banking address. Pending Authorization Hold There is a pending authorization hold on for more then 3-5 business days on the customers Credit Card. Unauthorized Credit Card Charges Credit Card Holder is disputing charges from Clearwire on their Credit Card

17 17 CQ: Payment Research How to Submit a Payment Research Ticket: –Hover your mouse over the Billing tab (on the left- hand menu) –Go to Payment Research –Select – New Ticket

18 18 CQ: Payment Research Customer ID Field: Enter the Customer ID and click Auto-Populate Customers Name will appear Market Select the correct Market the customer is in from the drop down list Submission Reason: Select the Submission Reason from the drop down list Caller Name: Required if different from CW Account Holders name Caller Contact Phone Number: Required if different from contact number on file Complete all required fields on the New Ticket form:

19 19 CQ: Payment Research Credit Card Number on file, Expiration Date, CVV2 Due to security in BOSS, please ask the customer to provide this information Credit Card Number in dispute: Same as on file 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

20 20 CQ: Payment Research Bank name, Bank Contact # If the customer is able to provide this information, please do so. Amount in Dispute Notes: Detailed reason for the Payment Research Submit: Your request will route to the Billing Team for review & processing Submitting a New Payment Research Ticket (contd):

21 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. ® Confidential and Proprietary Information Feedback Form

22 22 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.

23 23 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 !!

24 24 Escalation Form 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.

25 25 Escalation Form 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. 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 Put the contact info and be specific about the escalation. Hit submit and the ticket will route to that department manager for handling.

26 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. ® Confidential and Proprietary Information Fraud Review Form

27 27 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.

28 28 Fraud: Form Overview Customer ID field Enter the customers ID and hit validate –The customers name and market will auto populate for you. –If you do not have the customer ID available you can place all 1s 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. Callers Name Required if the name is different than whats on the account. Callers Number Required if the number is different than what is on the account.

29 29 CQ: Fraud Review Form 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 9s. 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 9s. Submission Reason 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 Enter additional information in regards to the customers dispute.

30 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. ® Confidential and Proprietary Information Credit & Activation Manual Activation Form

31 31 Manual Activation Form When to use it? Skip Credit Activations –Customer refused a credit check Check Payment Activations –Please refer to the Check Payment Activation Process for Business or Consumer for eligibility and requirements Purchase Order Activations –Please refer to the Check Payment Activation Process for Business or Consumer for eligibility and requirements Business on Individual Service Plan Activations –Businesses requesting Service Plans other than ClearBusiness

32 32 Manual Activation Form Select the Market the Manual Activation Form is being submitted for. Select the correct Activation Type (Market selection is required) –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 Complete all applicable Customer Fields Select the correct Payment Method from the drop down list Original Credit Score - Leave blank Select the correct contract term

33 33 Manual Activation Form (contd) If activation is a MOR (Service Address Manual Override) –Cheetah Score is required In the Modem Number field – Ship Modem option is now available! Select the correct Equipment Information the customer is purchasing from the drop down list

34 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. ® Confidential and Proprietary Information Credit and Activation Manual Review Form

35 35 Manual Review Form When to use it? The Manual Review Form is used when customers return with a * credit score in Sales OE The following information is required for review: –SSN / Tax ID This field is encrypted to IT & Legal standards. –Customer Type Business or Consumer –Business Name and other customer information fields Required for Business customers –Market - Select the customer is in from the drop down list

36 36 Manual Review Form Contact Name Required for Consumers or the Business Contact Name Contact Number –Please provide a valid number for the customer as the review may require verification of credit information Market - Select customer is in Service Address, City, State, and Zip –Should match the address used to perform the credit check Commissionable Sales Rep Name Commissionable Sales Rep Number Notes –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.

37 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. ® Confidential and Proprietary Information Credit and Activation Credit Score Override Request

38 38 CQ: Credit Score Override Form When to use it? 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 Provide the SSN or Tax ID that the credit application will be listed under –Customer Type Business or Consumer –Contact Name Requires for Consumers or the Business Contact Name –Contact Number A valid number for the customer as the review may require verification of credit information

39 39 CQ: Credit Score Override Form required fields continued –Market LV Telesales – select Clearwire US –Credit Score Provide the credit score received in Sales OE –Commissionable Sales Rep Name –Commissionable Sales Rep Number –Notes 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.

40 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. ® Confidential and Proprietary Information Promo Research Request

41 41 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! CQ: Promo Research Request

42 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. ® Confidential and Proprietary Information Partner Programs

43 43 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. Customer Number: –Input customer number and Validate. Complete all remaining fields A ticket must be entered for each service ID on a customer account.

44 44 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.

45 45 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

46 46 CQ: Partner Program Non-Revenue 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.

47 47 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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