Department Overview
- JhaneSmith19
- Aug 16, 2023
- 5 min read
Updated: Feb 27
Want to know more about the different departments in LMG?
Customer Service Representative
Sales Service Representative
Client Services Group
Central Reporting Team Account Resolution Team
Collections Department
Field Operations
Service Center Support
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Service
Customer Service Representative is the initial contact for our clients for enrollment and service. The Contact Center is very important to our company and our clients as it's the primary source of information. A clients first impression of our company comes from you all. The Contact Center is broken up in two departments: Sales and Customer Service. Our CSRs are part of our Contact Center.
Duties:
Scheduling, rescheduling, or cancelling any appointment for the client.
Educating and guiding the client for any state requirements (per State SOP).
Delegating different client situations to different departments (ticket or transferring).
Basic device troubleshooting with clients.
Contact Information:
Five9 Contact: Next Gen Service
Phone Numbers:
LifeSafer: 1-800-634-3077
Guardian: 1-800-499-0994
QuickStart AZ: 888-717-8278
Monitech NC: 1-800-521-4246
Live Chat assistance: www.LifeSafer.com
Monday - Friday 10:00 AM to 8:00 PM EST
______________________________________ Sales
Duties:
Enrolling New Clients onto LMG Services.
Scheduling initial installation appointments
Providing clients with proper expectations during the program
Helping clients understand what steps to take before/after installation.
Contact Information
Five9 Contact: Next Gen Sales
Phone Numbers:
LifeSafer: 1-800-634-3077
Guardian: 1-800-499-0994
QuickStart AZ: 888-717-8278
Monitech NC: 1-800-521-4246
Online Enrollment: www.LifeSafer.com
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Client Services Group
(CSG) is another department at LMG and they are primarily responsible for administering mechanic codes, POC’s, towing reimbursements, and refunds with proof of payment submission.
Note: Clients CANNOT be transferred over to CSG as a queue in Five9 and CSRs are not allowed to directly contact CSG agents.
Duties:
Contacting clients to provide Override Codes
Mechanic Assistance:
Uploading Mechanic Affidavit and other documents into clients accounts
Contacting mechanics to provide bypass and override instructions
Reviewing towing receipts for possible towing reimbursements
Handle invoice/autopay issues submitted to them
Contact Information:
Email Address: client.services@scramsystems.com
Fax: 844-663-9931
UTR/Forms via Intranet
Hours of Operations:
Monday - Saturday 8:00 AM EST to 6:00 PM EST
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Central Reporting Team
The Central Reporting Team is in direct contact with our client’s Monitoring Authorities (DMV, Courts, Probation Officer, etc) and whenever a client goes in for a service, it is transmitted/ reported to our Reporting Team what service occurred and what has been recorded on the device (passing blows, failed blows, missed blows, battery disconnections, etc.) since the last service. Then, CRT either reviews the data themselves and carries out the duties of the Monitoring Authority or they submit that information to the Monitoring Authority for them to review.
Duties:
Reviewing and Submitting Reports to Monitoring Authorities
Reviewing Compliance with their Program
Handling Requests send to them via UTR/Forms via Intranet
Reviewing and handling CRT Escalation Emails
Contact Information: Review SOP CRT Tab for further instruction on how to handle a reporting request.
Five9 Transfer: Next Gen CRT Reporting
Email Address: Depends on the state (SOP), only send an email if the SOP advises.
Fax: Depends on the state SOP but in general: 919-459-1701
UTR/Forms Request
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Account Resolution Team
ART helps client stay in compliance by assisting them with payment arrangements when they are behind or when they can't afford the current month in full. When you take a client call wanting a payment arrangement for past due balances or temporary inability to afford the current month, you will be able to immediately transfer them to ART.
Duties
The main goal of the team is to help clients avoid an interruption in monthly monitoring due to previous or temporary financial constraints, decrease accounts referred to collections, and accelerate the recovery of devices due to missing clients.
• Work with clients who have a past due balance or have a temporary condition preventing them from affording the current month. • Review Payment plan ticket request sent to ART.
Contact Information
PHONE: 855-794-1096
EMAIL: RESOLUTION@SCRAMSYSTEMS.COM
Voicemail: If a live agent is not available, they will be prompted to leave a voicemail and will be called back within 24 hours.
UTR/Forms via Intranet
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Collections
The Collections Department is responsible for keeping track of delinquent accounts. A delinquent account happens when a client stops getting their device serviced. Each state has a different time frame on when the account is considered delinquent. A past due account is not in collections until it is notated by James Smith. Client will also receive a letter via mail or an email informing them of the status of their account.
Duties:
Keeping track of past due accounts. Collections will reach out to the client letting them know that their account may be pending collections, or the account has been turned over to the collections department.
Can offer settlements with clients for delinquent accounts.
Work with our Field Operations Teams for lost/stolen/damaged devices arrangements and settlements.
Handles request sent in attempt of the client trying to reach out to the Collections Department via UTR/Asana Tickets.
Contact Information: Review SOP Miscellaneous Client Scenarios for further instructions on how to handle a Collections Request. (Please only use these contacts if the client is in Collections)
UTR/Asana Ticket
Email: collection@scramsystems.com
Phone: 888-958-8138
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Field Operations
The Field Operations Team is responsible for overseeing the Service Centers/Certified Technicians. The Service centers are where our clients will come in to get any of their device services. The Field Operations is split into three teams that are color coded on the SOP Map. As an agent you, you may need to submit a request to the Field Operations Team, this mostly happens if you’re directed by the Support Team if needed.
Duties:
Overseeing Service centers within their region.
Training and certifying technicians.
Recruiting future businesses to join the LMG Team.
Responding to Service Center/Technician with field related issues.
Working with the SCS Team and Business Developers to make sure that we are providing optimal service for our clients
Contact Information: Review the SOP Miscellaneous Client Scenarios for further instructions on how to handle a Field Request. (Please only use this contact information if permitted by the Support Team)
UTR/Forms
Email: Only if directed by Support Team, including the specific person to contact.
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Service Center Support
The Service Center Support Team (SCS) is responsible for overseeing the Service centers. The Service centers are where our clients will come in to get their monthly services.
Duties:
Filtering requests from the Contact Center, and determining if a Field Manager is needed.
Overseeing Service centers within their region.
Recruiting future businesses to join the LMG Team.
Responding to Service center and Field related issues.
Working with the Contact Center and Business Developers to make sure that we are providing optimal service for our clients
Contact Information: Review the SOP Miscellaneous Client Scenarios for further instructions on how to handle a Field Request. (Please only use this contact information if permitted by Leadership)
Universal Ticket Request (UTR/Forms)
Email: Check the Organization chart to determine what Field Operations Manager you will need to contact.
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