Quarterly Evaluation

True or False. If a technician is working in Clinton and has his last appointment available and someone from Roy just called me to set up an appointment, you schedule that appointment for such tech.

True

False

True or False. If a technician is working in Clinton and has his last appointment available and someone from Farr West just called me to set up an appointment, you schedule that appointment for such tech.

True

False

What should you do if someone calls in to reschedule their appointment? Check all that Apply

Find a new date for them

Do not change anything in the original Appointment

Ask why they need to reschedule

Tell them we do not have anything available

Reassign the original appointment to billing

Notify your manager fo the event change

Add comments to their Click Up task and UCRM account

Reschedule the appointment for next week

Change the time to 6pm or later to the original appointment

Add notes to the description box for both appointments

Change the time to 5pm to the original appointment

Change the Status of their Click Up task

Add the appointment to the "Canceled appointments" document

Call to find a new Appointment to replace the original one

Remind them cannot change appointments more than 2 times

Type "RESCHEDULED" on the original appointment.

What should I do if someone calls in to cancel their appointment? Check all that apply

Type "CANCELED" in the appointment event.

Convince them to keep their current appointment.

Add notes on the description box

Ask the customer why they want to cancel their appointment

Add comments on their Click Up task and UCRM account

Change the status of their Click Up task

Add the appointment to the “Canceled appointments” document

Mark the task as “No longer interested”

Call to find a new appointment to replace this one

Tell the customer that it is okay, assign the appointment to billing

If someone calls in asking us to expedite their install, what should I do? Check all that Apply

Tell them: "I will send their information to the Project Manager and offer them a call back for later today"

Check if their area is live

See how long they have actually been waiting

Give the client an exact ETA for the installation

Explain that if we send their information to the project manager they could run a temporary line, and explain the meaning

Ask them if they would be okay witha temporary line

Send their information to one of the Managers

Send the information to the project manager and get back to them on whether we can or cannot do it

Tell them that they must wait like everyone else

Send it to the Project Manager and have the drop crew take care of it

If someone calls in stating that one of our trucks is blocking their driveway, what should you do?

Ask for their information and send that information to the Foreman (Kyler)

Send that information to one of the Supervisors or Managers

Tell them they will have to wait until we are done working on their street.. Through Teams, send that to one of the Managers so they can send it to the Project Manager

Ask for their information and let them know you will forward that to the project manager. Through Teams, send that to one of the Managers so they can send it to the Project Manager

If someone from Clinton submitted their information through our website, where will I find their Click Up task?

Website Form to List Clinton

Clinton City Client/Leads Unassigned

Clinton Website Form to List

Clinton City Online Leads

If someone from Roy calls in to submit their information and they accept the VTHA while being on the phone with me but their area is still green, what should I do with their Click Up task?

Do not create a Click Up task since their area is not live

Create their Click Up task and add it on the “Roy City Unassigned List”

Create their Click Up task and add it to “Roy City Unassigned”

Tell future customer that they need to submit their information on the website instead

If someone from a live area in Kaysville calls in, and you can confirm this is the first time that they are getting in contact with us, after adding them into the system, what would be the best ETA to give them?

6 to 8 Weeks

3 to 4 Months

6 Months

1 to 2 years

If someone from Pleasant View submitted their information through our website, where will I find their Click Up task and what should I do with it after contacting them and getting their VTHA ready?

Website Form to List Pleasant View, and then move it to the “Pleasant View Unassigned” list.

Pleasant View Client/Leads Unassigned, and the move it to the “Unassigned” list

Pleasant View Website Form to List, after accepting the VTHA we must move it to the “Pleasant View Unassigned” list.

Pleasant View Online Leads, you do not need to move it from there since it is not live.

If I am tasked with scheduling and I find a task that says “Needs to be scheduled” but I see the name of the customer on the task, what should I do? Check All that Apply

I will need to create a Client Lead task for them and change the name of the original task to be their address and just create the relationship between them.

I can call the customer, scheduled the appointment, add the needed notes and then changed the status to “Scheduled”

Before calling the customer, I need to create a task for him on the Client/Leads list of the pon and city their address belongs to. I can do that by duplicating the task I found. Then, I need to find the task for their address and merge that one with the task I found first. Lastly, I need to create the relationship between the address task and the customer and vice versa.

Before calling the customer, I need to create a task for him on the Client/Leads list of the pon and city their address belongs to. I can do that by duplicating the task I found. Then, I need to find the task for their address and merge that one with the task I found first.After that, I need to create the relationship between the address task and the customer and vice versa. Lastly, I need to call the customer, set up the appointment, add the needed notes, and update their Click Up task.

What cases should I ask to be forwarded to Craig?

Someone calls in for the first time regarding broken sprinklers, one of our trucks is blocking their driveway

Someone asked us for a temp line, one of our trucks is blocking their driveway, and one of the drop crew guys left a tool.

Someone asked if we can move their vault, someone wants to pay $20 dollars a month for the service.

Someone mentioned we are blocking their driveway, and a customer wants a free month.

True or False. We can change someone’s billing date to the 15th of the month.

True

False

True or False. A customer can be installed but wait to activate their service and start their billing cycle.

True

False

True or False. If a customer asked us to resend their password, and they are not receiving our Reset Password Email, we can set a temporary password for them.

True

False

True or False. If a customer calls in requesting a $65 dollar credit to their account, I can add it.

True

False

True or False. We need to forward every expedited case we received to either Craig or Kyler.

True

False

True or False. If a customer has not paid for their services for 3 months, we should not throttle their service.

True

False

True or False. I can throttle someone’s service due to non-payment.

True

False

What would be the right process to change someone’s billing date?

Click on “Services”, select the pencil icon, scroll down to “Invoices”, click on “More settings”, select the requested day where it says “Period starts day”.

Tell David Noble the customer wants to pay on a different day, add a note on their UCRM account.

Click on “Services”, select the pencil icon, scroll down to “Invoices”, click on “More settings”, select the requested day where it says “Period starts day”, click on “SAVE.

Tell the customer we can only billed them on the first of every month.

What day of the month do we start calling for collections?

The first of the month

The 10th of the month

The 11th of the month

The 15th of the month

If someone calls in regarding a broken sprinkler and this is the first time they are calling in, what should I do?

Ask for all the needed information, post it on the Yard Restoration channel, and wait for Heather to respond.

Ask for their information, submit a ticket through the Yard Restoration page on our website, and inform Heather.

Ask for their information, submit a ticket through the Yard Restoration page on our website, and let the customer know that the information has been sent to the right department so they can fix it as soon as possible.

Tell the customer that we cannot fix those broken sprinklers.

True or False. If someone calls in stating that we broke their fiber line from Comcast, we send that to Craig so our team can fix it as soon as possible.

True

False

How do we throttle someone’s service due to non-payment?

We go to UNMS/Network, type either their name or IP address on the search bar, select their device, click on “settings”, and change their speeds to “1”

Go to Network, look for their device, click on “settings”, select ‘Forget device”

We go to UNMS/Network, type either their name or IP address on the search bar, select their device, click on “settings”, and select “Move device”.

Go to the OLT the customer is connected to, look for their device, and change the speed to “0”.

What do I have to do to manually edit an existing invoice?

Go to the customer’s account, go to “Invoices”, select the needed invoice, click on the three dots icon on the right, and select “Edit”.

Ask David Noble to edit it since it is easier for him.

Go to the customer’s account, go to “Invoices”, select the needed invoice, delete it, and create one from scratch.

We cannot edit existing invoices.

True or False. If someone from a green area calls, I ask them to submit their information from the website rather than do it myself with them since I already have them on the phone.

True

False

True or False. If someone calls to reschedule their appointment I do not have to add them on the “Canceled Appointments” document.

True

False

True or False. If someone calls to reschedule their appointment I have to type “Rescheduled” and assign the original appointment to Billing and leave it on the time of the original appointment.

True

False

True or False. If someone calls to cancel their appointment, I must reassign it to “Billing” and move it to a later time that same day.

True

False

If someone calls in requesting to cancel their services on the last day of the month, what should I do?

Ask the reason why they want to cancel their services, add the notes on the account, and create an event on the calendar on the last day of the month so we can cancel their service that day.

Tell them that we need to cancel the service at that time and proceed to cancel the service.

Ask them to give us a call on the last day of the month so we can take care of the cancellation process that day.

Ask for the reason why they want to cancel, add the notes on their account, and remember to cancel them on the requested date.

If I am doing collections and no one picks up, what should I say on the voice message?

That we are calling due to his outstanding balance and that if they do not pay we will pause their service

That we are calling from the internet company with an offer just for them!

That we are calling regarding the status of their account and ask them to give us a call back.

That we are calling since their account needs immediate action.

If I am doing collections and the customer stated that they don’t feel comfortable providing their banking information over the phone, what should I do?

Tell them they have to do it since they have not paid their bill.

Asked them to go pay to the office.

Tell them that we could mail them their invoice.

Tell them that they can either pay through the Client’s portal, through Bill Pay, writing a check to Connext, or going to the office to pay.

What’s the address for the installers's office?

What’s the address for the corporate office?

What are the residential packages we are currently offering?

True or False. Connext offers business service packages.

True

False

True or False. People can find the compatible and recommended routers for the service on our official website

True

False

True or False. People can use any router they have from their previous provider.

True

False

True or False. We can upgrade the service at many times as the customer pleases any time!

True

False

True or False. If someone calls in to upgrade their service package, we select the option to apply changes immediately on the edit service section.

True

False

What should I do if we were informed through Teams that there is an outage in Clinton and I receive a call from a customer in that area?

Transfer them directly to Tech Support.

Tell them that we had been notified of the outage in the area by the Head Technician, and that they are currently working on fixing it.

Tell them that we had been notified of the outage in the area by the Head Technician, that they are currently working on fixing it, and give them the given ETA.

Get their information, and submit a ticket for them.

True or False. If we have a customer that needs to be transferred to Tech Support but they are not responding to the message I posted on their channel, can I still transfer the call?

True

False

If a current customer is very persistent about getting a credit, what should I do?

Add the credit to their account, it can’t be that difficult!

Ask one of my co-workers how to add it since I still do not know how to do it.

Ask one of the supervisors to see if they can take the call so they can handle the situation better.

Tell the customer that we do not provide credits.

If someone wants to cancel their account but they have an overdue balance, what should I do?

Ask them to please pay the overdue balance on their account so we can proceed with the cancellation process.

Tell them that we will void the invoice since it is the 15th of the month, and cancel their service.

Tell them that we will void the pending invoice, and cancel their service.

Ask for them to wait so I can ask a Manager.

True or False. If I am canceling a wireless account and the customer has a nanobridge, I do not have to add his information in the removal list.

True

False

True or False. If I am canceling a wireless account and the customer has a PowerBeam, I do not have to add his information in the removal list.

True

False

If I am calling to confirm an appointment, what should I remind the customer?

Remind them that they must be home, have their modem-router ready, and pay the technician before he leaves.

That installation is free, they need to have their wireless router, someone over 18 must be present

That someone over 18 must be present, appointment can take up to 2 hours, if they have the wireless router the tech will make sure to set it up for them, they will receive the pro-rated charge for the remaining of the month, and that they can call us if something comes up and they need to reschedule.

That someone over 18 must be present, appointment can take up to 2 hours, if they have the wireless router the tech will make sure to set it up for them, and they will receive the pro-rated charge for the remaining of the month.

True or False. If I am tasked with appointment confirmation and the customer did not pick up, I must add a note and cancel their appointment.

True

False

What should I do if someone calls asking to speak with David Brown?

Tell them to wait while I connect the call.

Tell one of the supervisors that someone is requesting to speak with David.

Tell them that he is currently unavailable but ask for their information so I can send it to him and ask him to call them back, as well as the reason for the call.

Tell them David is not available and end the call since it is probably a scammer.

True or False. If I am tasked with responding to emails, I must add my tag to the email, as well as move it to my folder once I take care of it.

True

False

True or False. If someone moves to the home of a previous owner, we can get them connected right away without having to send another VTHA and the drop crew guys again.

True

False

If someone requests help setting up a router, what should I do?

Tell them to Google how to do it since they were supposed to have it the day of the install.

Ask Tech Support if we can transfer the call so they can assist them.

Schedule an appointment so a tech can go and help him.

Tell them to contact the Geek Squad instead.

True or False. If I am tasked with billing Tickets, I should try calling customers first if I notice it is something easy to solve

True

False

What should I do if someone calls asking regarding the Fiber Neighborhood Champion program?

Provide them the information found on the Connext Website, get their information, submit it on the system, and send it to Brian.

Provide them the information found on the Connext Website, get their information, and submit it on the system.

Ask them to check it on the website and call us if they have any questions about it.

Tell them that we will transfer the call to someone in marketing.

True or False. If someone calls in stating they need to report some of our workers, we grab that information and send it to one of the Managers so they can forward it to the right person.

True

False

What should I do if someone requests for an ETA regarding their fiber installation?

Check the internal map, if the area is blue, schedule their appointment.

Ask for their address, look for it on Click up, and provide the updates that we can see on their task and check the internal map, if the area is blue, schedule their appointment.

Ask for their address, look for it on Click up, provide the updates that we can see on their task, remind them that this is a multi-step process, and let them know how many steps we are still missing.

Tell them that it is not ready and they must call back in 2 weeks.

True or False. I can place a customer on hold without informing them first. True False

True

False

Who do I have to reach out to if someone calls in stating that the tech has not shown up to their installation appointment?

Who do I have to reach out to if someone calls in stating that the tech has not shown up to their ticket?

Who do I have to reach out to if someone calls in stating that they want to speak with someone in charge regarding their yard repair ticket?

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