Want to know more about the different departments in LMG?
Customer Service Representative
Sales Service Representative
Client Services Group
Central Reporting Team
Service Center Support
Account Resolution Team
Collections Department
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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.
______________________________________ Sales
Duties:
• Enrolling new clients onto the LMG and Scram Program
• Setting clients up with Installations
• Helping the client understand what is expected of them for the duration of the program
Contact Information
• Phone: 1-800-634-3077
• Web Submissions: 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, payment plans for past due balances, 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 POC’s.
Uploading Mechanic Affidavit Forms onto client accounts and contacting the mechanics to provide the bypass code or instructions.
Reviewing towing receipts and assessing if Towing Reimbursement is an option.
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
• Work with clients who have a past due balance or have a temporary condition preventing them from affording the current month. 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.
• 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.
• Creates payment arrangements or 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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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:
Overseeing Service Centers
Responding to Service Center related issues
Technical Support for LMG Technicians Only
Filtering requests from the Contact Center and determining if a Field Manager is needed.
Contact Information:
UTR/Forms Request Via Intranet
Technical Support Line for LMG Technicians Only 866-743-3659
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