Here are some really helpful questions that have been asked and I got the answer! Select the arrow on the left by the questions to reveal the answer.
Correct extension procedures (4031), late fees, how to charge the appropriate fees for when we do extend, are we to charge for the override and the missed appointment? We should be charging the client both the missed appointment fee and the override. If they can't pay both then we should not be giving them a code.
Answer: We should be charging the client both the missed appointment fee and the override. If they can't pay both then we should not be giving them a code.
Scheduling an appointment correctly after a client has missed an appointment for monitor or payments.
How can we quote the client their monthly fees? Or would the service center need to take care of this?
For Service calls we should email Gary first for approval and then call the client back to schedule and collect the $90?
When we see AWOL, if it's only been less than a week, we would get the client rescheduled as soon as possible and provide an override code setting the lockout date for the day after the appointment?
If the client has been AWOL for more than two weeks we shouldn't schedule and advise the client to reach out the NC DMV?
When a client hasn’t paid for months how do we quote how much they owe? For example, if they were in prison.
When should agents be reaching out to NC admin? For example, supervisor request.
Since the Monitech chat is not always covered for agents to reach out and get responses, are agents allowed to make a judgement call on when we can waive a fee for a non-failed code. I do know for fails the clients have to pay all the fees but, if it's for a missed test for example, can we make a judgement call on that?
For installs, if a bay is showing 10am and 1 pm can we schedule for either of those times or does it have to be at the first slot at 10am?
Whenever the client reschedules appt even if it's for the same day just a different time do we charge the missed appointment fee for that?
How many times can a client pay for an extension?
Is there a way to view the invoices for service outside of the transaction window in Mims?
What procedure should be followed for recall codes that are not on the list?
Should agents be calling technicians to ask if a same day appointment can be scheduled or just send the email through Mims?
What if a client states that they need to get work done on the vehicle?
When are monitoring fees added to the account?
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