RESOLUTION GOAL

What are the proper ways to confirm correct disablement or pick- up location? (3)

• Read the entire address from the city down to the zip code.

• Disregard the mileage computation if you have verified the addresses of the PU and DO locations.

• Include the business name in verifying the address, most especially the SY and BS addresses. 

• Enter critical location information in the special instructions field if necessary.

What three things might happen if an Associate failed to obtain the correct tow to location?

• cancellation of case

• increased cost to Agero

• reduction in customer satisfaction

• an additional tow will be required

If the vehicle’s PU location is at the storage of repair facility, will obtaining the key location information be required?

• YES, because it will become the reference of the secondary SP.

• NO, the key availability checkbox will be enough

What additional procedure must be done prior to using the Agero VSF Form for all Texas excluding State Farm?

• call the customer to confirm the FTTL

• ask approval from your supervisor

• call the client to reconfirm FTTL

• no additional procedure is required

What should the topic be in the phone call activity to manually close a ticket?

• Vehicle Arrived

• Specialized Call Destination for Delivery Confirmation

• Call Destination for Delivery Confirmation

• Receive Inbound Delivery Confirmation Call

What steps do you need to make sure you do upon pulling up a case?

• Lock the case to you.

• All of the above

• Pull up open activities to know what needs to be done in the case.

• Pull up the case recap and check the PU Location address.

A call to a USAA customer must be done to verify an important information, what do you do as an Associate?

• Get the phone number of the customer and make a call right away.

• Call the USAA AM Customer Department – 800- 537- 1347 to seek help in calling the customer.

• Call the USAA AM Customer Department – 800- 557- 1347 to get the information.

• Send an email to the customer since we are not allowed to call them.

When is the best way to pull up a phone call activity?

• During a call.

• Before a call.

• After a call.

• Any time you want.

If a case has already been dispatched, it is necessary to know where is the vehicle at the moment, and always check its status in Swoop. Choose the vehicle situation and its proper resolution in the choices below.

• If the vehicle was refused, follow the TST process.

• If the vehicle was stored because the body shop was closed, follow the TST process.

• If the vehicle was delivered, call SY to confirm the vehicle was picked up.

• If the vehicle is know where to be found, escalate right away.

Time zones are always to be considered in working on cases. Which time zone order should you use?

• EST, CST, MST, PST, HST

• CST, EST, MST, PST, HST

• CST, EST, PST, MST, HST

• EST, CST, PST, MST, HST