SIGNATURE ALERT OFFICE TRAINING 2008

A Training for Office Managers and Office Assistants in the Satellite Offices

Call Center Flow1. Advertising Rep calls in call center to do credit check

2. Call Center Agent runs credit and gives the Advertising Rep a Score

3. Customer Qualifies an Call Center Sets up Account

4. Call Center Creates a SAI Shell and gives Advertising Rep Account Number and Receiver Number

5. Call Center Proceeds to do Happy call with Customer

6. Office Manager Schedules appointment with Technician

7. Technician Calls In to finish Install

8. Call center does customer Welcome Call

2008 OFFICESOffice

LocationTech

ManagerSales

ManagerOffice

Manager

Dallas, TX Steve HanosekBurke Martinez, Chris Hansen

 Camilla and Amanda

D.C Derek WattsKip Whipperman, Aaronn Crandell

 Tracy and Stephanie

Miami, Fl Trevor WhitakerDerek Davies and Ben Sullivan  Rachelle

Orlando, Fl Tremaine BurtonTony Barnhart and Les Martinez

 Randy, Chauncey and Kristen

San Francisco, Ca Rich HanosekTaylor Cook and Hugh Vail  Monica and Nicole

Salt Lake City, UT Dave WrightJohn Curtis and Travis McKinnon  Kim

Create an Office Phone List

Technician’s name

Phone Number Rep's Name Phone Number

 Zack Gochberg  809-346 0909 Jimmy Dean  890-878-0909

 Jose Marquez  787-464 0909 Adam Pooch  980-789 0909

       

       

Office Managers and Assistant Duties

Office manager: will coordinate the rotation schedule for the different shifts, cleaning checks, main concerns and issues regarding holds with the accounts, paperwork missing and is responsible of making sure the paperwork is not missing any essential information. Also, making sure the schedule is running smoothly and avoiding any misunderstandings regarding schedule outs or service tickets.

Office Assistants: In charge of the daily schedule and keeping the schedule smoothly, checking all the paperwork and basically assisting the Manager in any daily tasks delegated.

BundlingWhat’s bundlingWhen to bundleMatching paperworkAlphabetizing paperworkWhat happens when there is no match?

48 hours to fix it or $20 penalty Communicate with Reps and Techs

Office manager Paperwork ChecklistA Schedule (Rep paperwork)

Account Number Filled in Credit Score and Number Dealer Number Dealer Contract Primary Account holder info Secondary Account Holder info Billing Info Completed Customer Signature Rep Signature and Rep Number Right of Rescission Dated

Agreement ChecklistB Schedule (tech paperwork)

Account number Filled in Phone Number Password (no less than 6, no more that 10) 2 responsible parties Equipment installed Zones: medical, fire, police Prices filled out properly Rep questionnaire Tech questionnaire Customer signature and date Office Manager and Area Manager Signature

Other Documents that go in the BundleYOU NEED TO BUNDLE EVERY DAY!!!

ChecksReimbursement SheetsNo staples or Tape, PLEASESeparate the paperwork in stacks, one for original

paperwork, one for cancelled, one for fixed and other for miscellaneous items (service tickets, reimbursement forms, cleaning checks forms, etc) Place the cover sheet on the top of the each stack of paper.

Label Printing on shipping package

YOU NEED TO BUNDLE EVERY DAY!

YOU NEED TO SEND A BUNDLE TO THE MAIN OFFICE EVERY DAY!!!!

Cover Sheets

They are key to keep track of the documents coming out of the office

How Do I make a cover sheet?Save a copy in the computer’s folder

Create Your Own Cover Sheet and don’t Forget:

Monitoring Account Number

Customer's Name

Premise Phone number

Tracking Number

     

     

HoldsWhat is a Hold?The A.S. as well as the B.S. needs to be filled out correctly as

seen previously. There is some information that MUST BE FILLED OUT for the account to be funded. If there is paperwork missing or important information not put in, a HOLD will be placed on that account until it is corrected. In other words neither the rep nor the tech will be paid if there is something wrong in the paperwork of the account.

A list of the holds will be sent to the office email address often, it is your responsibility to make sure the reps and techs know about this list to give them the opportunity to fix it and get paid on it on time.

You can print the HOLDS LIST, highlight the name of the person responsible and put it on the correspondent mailbox to make sure he knows all the info needed to fix the hold.

Checklist to avoid Holds:

Contract DateCustomer NameCustomer S.SCustomer’s Date of BirthAddressBilling InfoSignatures

Initials on indicated partsResponsible partiesActivation fee infoMonthly monitoring feeDate of transactionPayment infoSales rep nameTechs nameNotice of cancellationMonitoring Account Number

Emergency Contacts NameCustomer PasswordAlternate phone numbersZone InfoSystem type Lynx or VistaEquipment given by tech-PointsEquipment given by repAll highlighted parts on the example bellow

How to Fix a Hold?

Having the customer sign new paperwork.

Having the customer call S.A customer service and confirm some information on the contract

If there is a ticket, the tech will have to go back to the customers home and fix the system problem.

Cleaning Checks

You will be responsible for conducting a cleaning check once a month.

Make sure you let the reps and techs know in advance for them to have a chance to clean before you check.

You will use a simple cleaning check form to make sure they are keeping their apartments clean.

check on any damages on the walls or carpet, take a picture and keep it for the records.

All the forms need to be sent to the main office by the end of the month, you can schedule the cleaning checks on advance to avoid late fees for unchecked or unclean apartments.

Cleaning Checks Form

Maintaining the main office Clean

The office needs to be clean at all times. The Sales team as well as the techs team will held daily

meetings there but also it’s your work space. Work with the other office assistants and the manager to

rotate the cleaning duties, make sure you remind the techs and reps to maintain the bathrooms clean. Be creative and treat them like little kids!

ReviewProcedure after the technicians and reps turn in paperwork every

morning before their daily meeting (hold usually at noon).Sales Reps turn in A- Schedule and Techs turn in I- ScheduleSchedule D.H.L. pick up time for next dayPaperwork MatchingPaperwork reviewingAttach checks and other documents to paperworkAlphabetize paperworkMake cover sheet Print shipping labelSeal and send!