Professional Documents
Culture Documents
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$abraham Zorrilla - Ok
“Thank you calling the Vendor Hotline, my name is _____. How may I help you?”
1)Change Service - Minor Road Service - SP will get a new PO in lieu of the original one
*SP can only bill Agero for 1 PO, the new one.
5. Select Equipment - Minor Road Service (exception, winch is with the Ws)
6. Press ADD
9. Press Submit
Change Service - Tow - SP will get a new PO in lieu of the original one
2)*SP can only bill Agero for 1 PO, the new one.
6. Press ADD
9. Press Submit
4)Add Service - SP wants an additional PO - Also called the ‘Add Service Workaround’
*SP will be able to bill for 2 POs, the original one and the additional one.
*SP requests a PO for a “Tow out” = Add Service. Follow instructions below.
Add Service
Press ADD
Press Submit.
Click Matches Found
At Case History make sure to take note of the Tow Destination so that it can be added at the Tow
Destination Screen.
Add Service - SP wants a new PO and GOA on original PO due to incorrect location originally
dispatched:
Add Service
Select Service
Press ADD
Press Submit.
At Case History make sure to take note of the Tow Destination so that it can be added at the Tow
Destination Screen
Add the tow destination you gathered from the Case History screen at the Tow Destination
screen.
Next through the call to provide the SP with the new PO.
Make sure you have documented the GOA on the original PO and the reason for the new PO.
*Same PO
1. Use SPCB call flow and pull up case using the PO.
2. Select Change Dispatch Information, then Update Tow Destination from dropdown.
3. Select the appropriate task to be changed. If there are multiple POs on a call, CSP needs to
be sure the task PO selected matches the PO used to pull up the case originally (in step 1). If
these do not match, OR will not allow CSP to proceed, causing CSP to start over and delaying the
call.
4. Update the location and provide the coverage. If it is a SP changing the tow destination, call
the customer to confirm change and provide coverage.
To add equipment:
1. Use SPCB call flow to pull up case using the PO for the original tow.
3. Select the equipment (dollies), then check the box asking if the same SP will provide the
service.
4. Move the call to Dispatch Confirmation to send the updated information to the SP via fax or
email.
5. If the SP is requesting “skates,” we will add dollies in OR and advise the SP that we consider
dollies and skates as the same equipment for invoicing purposes.
We should always DOCUMENT a GOA in the comments vs. Service Unsuccessful. We still call
customer to verify, But this way, if the customer calls back later and needs service the call does
not need to be rebuilt. Agero's billing department will honor the GOA just the same by entering
it in the comments.
Per Agero, we are to avoid using SPCB, Service Unsuccessful, GOA. Instead enter the call as SPCB,
Request Dispatch Information and document the GOA. Ex. “SPCB - GOA on PO 123456789,
unable to locate or reach customer. Called cust 3x, LM.”
Please pay special attention to whether or not the customer paid for the service! If a CC payment
was processed on the service that needs a GOA, simply documenting the GOA will not refund
the customer. We need to process a CCB, Cancel if we are able to confirm with the customer that
they no longer need the service. If we cannot confirm with the customer, be sure to leave a
message and just document the GOA as usual.
-Example - Customer says the jump start didn’t work so they need a tow.
1. Pull up the CCB using the reference # (phone number, update case information)), then call
the original SP dispatched to verify if they are able to perform the new service.
2. Use SPCB call flow to pull up case using the PO for the original tow.
4. If the original SP can perform the new service, check the box stating the same SP will be
used. If they cannot, do not check the box. Leaving the box unchecked will generate new Service
Providers to contact.
5. When adding a tow, verify the tow destination with the customer
8. If the original SP requests a GOA, note it in the comments. I.e. “SP requests GOA for PO
#_______. Reason.”
1. Advise the SP that the call is for 2 services and confirm that they are able to perform both.
Dispatch the first service, generating and providing the PO to the SP. Thank them and advise it
will be one moment for you to generate the 2nd PO.
2. Select Offline Task and go back into the call using PO.
3. Select Service Unsuccessful, Add Service; select the service being added.
5. Complete the call to the Dispatch screen and provide the 2nd PO.
*If you receive an auto dispatch, suppress it and verbally dispatch to be sure that the SP can
provide both services.
*Customer pays for 2 tows if the vehicle cannot be delivered directly to the repair facility.
9)SP Requests Fee for wait time, deadhead, or en route miles (Incentive):
*We as CSPs are empowered to approve up to $30 for the Service Provider. We need to
document as shown below, but with our information, not a PF. If the SP is requesting more than
$30, reach out to a PF for approval.
· When requesting incentives from chat PF: Post in chat - the PO, Program/OEM, what the
incentive is for (wait time, mileage, etc.), the amount the SP is requesting. Make sure to include
it all in one post to get a faster response. Ex. “Ford- FMW - 7188231111, SP Req $30 for 30 min
wait time. Can that be approved please?”
· SP Comments in OR: example "SP requested $30 for 30 min wait time, approved per Supv
Jessica, ext 55555"
10)Not Covered Customer Calls - SP Callbacks