vision

1. Manda
Cherlynn
Hannah
Patrice
Ross

2.  First Step: Open the Search option in the left
menu of Vision, to open the Search page.
◦ This will let you search for the customer account
◦ Tip: Make sure you are using 13 digit long
customer account numbers in Vision.
 -CSG/ASCR accounts are 16 digits long

3.  Second Step: On the Account Search Page,
select the “account number” checkbox option
at top, to search for customer’s account.
◦ There are other checkboxes you can select, to
search for customer with other methods.

4.  Third Step: There will be three boxes for the
account number. (“Corp”, “House Num”, and
“Cust Num”)
◦ In the “Corp” field, enter the first 5 digits of account
number.
◦ In the “House Num” field, enter the next 6 digits.
◦ Finally, in the “Cust Num” box, enter the last 2
digits.
◦ Click “Search”
◦ This is the customer’s full account number.

5.  The different types of payments that are
allowed: EFT payments and Credit Cards.
◦ EFT is short for Electronic Funds Transfer
 Electronic check or bank account withdraw
Expand billing section and select “Payment” on left side.
First payment will require batch to be opened.
-First payment of day requires batch.
Another window will open automatically, click “open to
get a batch” on bottom right of screen

6.  Select the payment type (EFT or CC)
 There is an add-fee that MUST be checked to
continue. NEVER leave that blank!
◦ $5.99 convenience fee
 Put in the credit card information or EFT
information.
◦ Customer’s name and address will appear in top left
corner of check.
◦ Check number is in the top right corner of check.
◦ Routing # is bottom left #; account # is after routing.
 Click finish and give confirmation number to
customer.

7.  Tips: Make sure the person that is calling in,
to use that person’s information on their
card.
 Make sure the name on the card is exactly
what you type in.
 Verify the billing address, card security code
on back, and expiration date.

8.  IMPORTANT: You MUST complete the contact for
each and every call, even if you just do an
account review!
 With Customer Account open, on left hand side
of screen, select “Complete Contact”
 Reason for Contact: Billing for example
 Secondary Reason: Refund for example
◦ Make sure you fill out both reason fields!
◦ Add any additional notes in the “Comments” box.
◦ Click “Complete Contact”

9.  Whenever completing comments, make sure you
have the correct format:
◦ Customer’s first and last name stated issue phone
number resolution provided ncoe sdc BP userID
◦ Comments are important, so that all RSTs understand
customer’s issues, resolutions, creates a superior
customer service environment, and ensures work
performed is accurate and necessary.
◦ Comments are required for QA Audits!