Office Assistants Training

SIGNATURE ALERT OFFICE TRAINING 2008 A Training for Office Managers and Office Assistants in the Satellite Offices

Call Center Flow

Advertising Rep calls in call center to do credit check

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

Customer Qualifies an Call Center Sets up Account

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

Call Center Proceeds to do Happy call with Customer

Office Manager Schedules appointment with Technician

Technician Calls In to finish Install

Call center does customer Welcome Call

2008 OFFICES Office Location Tech Manager Sales Manager Office Manager Dallas, TX Steve Hanosek Burke Martinez, Chris Hansen Camilla and Amanda D.C Derek Watts Kip Whipperman, Aaronn Crandell Tracy and Stephanie Miami, Fl Trevor Whitaker Derek Davies and Ben Sullivan Rachelle Orlando, Fl Tremaine Burton Tony Barnhart and Les Martinez Randy, Chauncey and Kristen San Francisco, Ca Rich Hanosek Taylor Cook and Hugh Vail Monica and Nicole Salt Lake City, UT Dave Wright John 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.

Bundling

What’s bundling

When to bundle

Matching paperwork

Alphabetizing paperwork

What happens when there is no match?

48 hours to fix it or $20 penalty

Communicate with Reps and Techs

Office manager Paperwork Checklist

A 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 Checklist

B 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 Bundle YOU NEED TO BUNDLE EVERY DAY!!!

Checks

Reimbursement Sheets

No staples or Tape, PLEASE

Separate 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

Holds

What 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 Date

Customer Name

Customer S.S

Customer’s Date of Birth

Address

Billing Info

Signatures

Initials on indicated parts

Responsible parties

Activation fee info

Monthly monitoring fee

Date of transaction

Payment info

Sales rep name

Techs name

Notice of cancellation

Monitoring Account Number

Emergency Contacts Name

Customer Password

Alternate phone numbers

Zone Info

System type Lynx or Vista

Equipment given by tech-Points

Equipment given by rep

All 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.