WorksheetsBilling Agent Scope of Support
Total questions: 28
Worksheet time: 14mins
What are Billing Support Agents responsible for when it comes to rescheduling or cancelling work orders?
Rescheduling or cancelling work orders of any type, including Install and Trouble Call.
Only rescheduling work orders for Install type.
Cancelling work orders for Trouble Call type only.
They are not responsible for rescheduling or cancelling any work orders.
Billing Support Agents should verify all services are working before cancelling a Trouble Call.
True
False
Which of the following is included in a Special Request Work Order (SRO)?
Signal Leakage Program
Outage Board
Non-Pay Calendar
Credit Limit
Billing Support Agents are responsible for providing technician ETAs using which tool?
Mobi Status Tool
Service Tracker
Dispatch Portal
Tech ETA Dashboard
List one type of credit that Billing Support Agents can apply.
Credits for outages, credits for missed appointments, or customer service credits.
Credits for hardware upgrades only.
Credits for international roaming charges only.
Credits for premium channel subscriptions only.
Billing Support Agents should verify outages before transferring a call for service out issues.
True
False
What should Billing Support Agents do before transferring PPV issues to the Troubleshooting queue?
Verify and clear billing issues.
Escalate the issue to management immediately.
Close the ticket without action.
Request technical support to handle billing.
Which process involves sending replacement lineups?
Providing information on Channel Lineups.
Requesting customer feedback.
Processing billing statements.
Scheduling maintenance visits.
Billing Support Agents are responsible for answering questions about which of the following?
Non-Pay Calendar
Items on bill/billing breakdown
Technical troubleshooting
Additional charges
Name one type of additional charge Billing Support Agents handle.
Failed payments or returned checks.
Discounts on future purchases.
Customer feedback surveys.
Technical troubleshooting fees.
Billing Support Agents handle past due balances, including late/disconnect fees and expiring discounts.
True
False
Which of the following is NOT a responsibility of Billing Support Agents?
Scheduling Trouble Calls
Answering billing questions
Applying credits
Providing information on taxes and fees
Which of the following is a responsibility of Billing Agents?
Troubleshooting technical issues
Processing payments
Scheduling Trouble Calls
Wiring assistance
Billing Agents are responsible for setting up AutoPay for customers.
True
False
Fill in the blank: Billing Agents can assist with ________ when a customer wants to change their service package.
Upgrades, Downgrades, Repackaging, Equipment swaps
Technical troubleshooting
Network installation
Customer complaints
Billing Agents should transfer calls to the appropriate Troubleshooting queue if services are not working after a restart.
True
False
Which of the following is NOT supported by Billing Agents for YouTube TV?
Updating credit card information for YouTube TV AutoCharge
Troubleshooting login issues
Resending the YouTube TV Activation Email
Transferring eligible customers to the YTTV Early Life extension
Fill in the blank: Customers who are having trouble with activating YouTube TV or other technical issues should be transferred to the ________ extension.
YTTV Tech
Billing Support
Account Management
Customer Care
Billing Support Agents should directly assist customers with troubleshooting WOW! equipment or services.
True
False
Which of the following is an example of an Out of Scope Transfer for Billing Agents?
Processing payments
Scheduling Trouble Calls
Providing support on self-pay methods
Locating misapplied payments
Fill in the blank: Agents should use best judgement to determine if a request is outside of the ________ scope of support and transfer calls appropriately.
Billing Agent
Technical Agent
Customer Service Agent
Sales Agent
All transfers are tracked and agents should not transfer calls inappropriately.
True
False
If a customer calls in regarding an issue or requesting to speak to a Door to Door (D2D) Agent, what should the Agent do?
Transfer the call to the D2D Agent
Send a specific email to a Supervisor
Transfer the call to Sales
Handle the issue themselves
Agents will handle disconnects or move/transfers themselves.
True
False
Fill in the blank: If the customer is calling after Base Management has closed, Agents will advise the customer to call back during the hours listed for Base Management per the _______.
Extension List
Employee Handbook
Company Website
Training Manual
Which of the following is the correct script to use when a customer has reached the wrong department and needs to be transferred?
'Let me help you with that! The best people to assist you would be our
'I cannot help you with that.'
'Please call back later.'
'I am not sure who can help.'
Fill in the blank: If a customer calls for a new sale, the call should be transferred to ______ and the transfer type is ______.
Sales, Cold
Support, Warm
Billing, Cold
Technical, Warm
Which extension should be used for a Collection Issue call?
Sales
Collections
Bankruptcy
Supervisor (appropriate line)
