H I G H S P E E D I N T E R N E T A C C E S S M A D E S I M P L E. W A Y S I M P L E. ® Confidential and Proprietary Information Clearwire Queues (CQ)

• H I G H S P E E D I N T E R N E T A C C E S S M A D E S I M P L E . W A Y S I M P L E.

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• Confidential and Proprietary Information

Clearwire Queues (CQ)

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How Do I Request Access?

• Go to: https://careapps.clearwire.com/CQ/index.asp

• Select the “Need A New CQ Account? Button

• Fill out the fields with the information being requested

https://careapps.clearwire.com/CQ/index.asp

https://careapps.clearwire.com/CQ/index.asp

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How Do I Request Access? • Fill out the fields with the

information being requested:– Agent Code for User Name– Your First Name– Your Last Name– Your Correct Email Address– Your Correct Market from

dropdown – Name of the Dealership– For Manager, type in the

name of your Clearwire Indirect Acct Executive or Manager.

– Group, choose your functional group for example: AR Dealers or AE/IAE/FSR

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Other Options?

• You can also have your password reset if you forget yours.

• If you have questions or have problems, you can email the CQAccess team!

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Login !!!

• After you have requested access and have been setup. Type in your user name (agent code) and the password you have established.

• Press Submit!

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Your Queues…• Billing

– Billing Research – Payment Research

• Credit & Activation – Credit Score Override– Manual Activation – Manual Review – VOIP MOR (Existing Customer)

• Escalations• Fraud• LM (Local Market)

– Customer Lookup • Promo Research • Search (CQ Ticket #)• Partner Programs

– Non Revenue Accounts – Partner Program

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Setting Proper Expectations!

• Submitting a ticket for review does not necessarily mean it will be approved or completed as requested.

• All tickets will be reviewed taking into account our Clearwire operating policies and/or approval channels.


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Customer Lookup Tool

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Customer Lookup Tool

Once you click on Customer Lookup you see this search screen. You can search by phone number listed on the account, email address, name or MAC ID.


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Billing Research

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CQ: Billing ResearchBilling Research

• Submission Reasons:• Adding or Changing a Promotion• Bill Date Change (Can only be done once in a customers

lifecycle)• Cancellation Issue / Credit Needed

• Ex: Customer requested to cancel on x date with supporting documentation within BOSS.

• Changing Modem Lease to Modem Purchase or vice versa• Activated incorrectly at POS• Should be submitted within first 7 days of customers

lifecycle• Credit Request

• Does not fit other Billing categories• Customer Double Billed• Shipping Fees Waived (LV Telesales Only)• Tax Exempt (Taxes Reversed)

• Request will require a Tax Exempt Certificate and approval from our Tax Department

• Waive Activation Fee• VP Approval required

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CQ: Billing Research How to submit a Billing Research Ticket:

• Hover your mouse over “Billing” (on the left-hand menu)

• Then Billing Research• Click on New Ticket

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Complete all required fields on the ‘New Ticket’ form:

CQ: Billing Research

• Customer ID Field: – Enter the Customer ID and click

‘Auto-Populate’

– Customer’s Name & Bill Day will appear

– Select your market from the drop down list

• Submission Reason:– Select the Submission Reason

from the drop down list

• Caller’s Name:– Required if different from CW

Account Holder’s name

• Caller’s Contact Phone Number

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CQ: Billing Research

• Use Payment Method on File?– Check this box if the Payment Method

on file should be used for your request. – Select the correct Payment Method on

file from the drop down list. • Amount of Dispute• Notes

– Provide a detailed reason for the Billing Research Request

• Submit– Your request will route to the Billing

Team for review and processing.

• Service Level is 2 Business Days

Submitting a New Billing Research Ticket (cont’d)


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BillingPayment Research

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CQ: Payment Research • Payment Research

• Submission Reasons:• Credit Card Will Not Update

• BOSS is unable to update the account’s Credit Card information• Duplicate Payment

• Customer is stating duplicate payments have remained on their bank statement for more than 3-5 business days.

• Payment Decline• Customer’s payment has been declined. Customer states funds

are available and billing address on file matches customer’s banking address.

• Pending Authorization Hold• There is a pending authorization hold on for more then 3-5

business days on the customer’s Credit Card.• Unauthorized Credit Card Charges

• Credit Card Holder is disputing charges from Clearwire on their Credit Card

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CQ: Payment Research

• How to Submit a Payment Research Ticket:– Hover your mouse over

the Billing tab (on the left-hand menu)

– Go to Payment Research– Select – New Ticket

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• Customer ID Field:

• Enter the Customer ID and click ‘Auto-Populate’

• Customer’s Name will appear

• Market

• Select the correct Market the customer is in from the drop down list

• Submission Reason:

• Select the Submission Reason from the drop down list

• Caller Name:

• Required if different from CW Account Holder’s name

• Caller Contact Phone Number:

• Required if different from contact number on file

Complete all required fields on the ‘New Ticket’ form:

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• Credit Card Number on file, Expiration Date, CVV2

• Due to security in BOSS, please ask the customer to provide this information

• Credit Card Number in dispute:

• Same as on file

• Populate this box if the Credit Card in dispute is the same as the Credit Card on File

• If Credit Card in dispute is different than the Credit Card on file, please provide all Credit Card information

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• Bank name, Bank Contact #

• If the customer is able to provide this information, please do so.

• Amount in Dispute

• Notes:

• Detailed reason for the Payment Research

• Submit:

• Your request will route to the Billing Team for review & processing

Submitting a New Payment Research Ticket (cont’d):


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Feedback Form

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CQ: Feedback Form • Feedback Form is used to send

input and feedback to various departments within Clearwire.

• This is not an escalation tool and is only used to send feedback and information to the appropriate department.

• Use the drop down list to make your selection for:– The Department that the

feedback pertains.– The Market you are in.– The Feedback Type: Kudos for

Praise; Coaching for opportunities to improve; Other for everything else.

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CQ: Feedback Form

• If you know the name of the Clear Employee the feedback is related to, select the name in the Feedback Pertaining To.

• Customer ID – if you know it

• Sales Rep – Type in the name of the sales rep if applicable

• Feedback – Type in your feedback

• Click Submit !!

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Escalation Form

• Escalation Requests should only be used if the situation is an emergency and needs immediate attention.

• Your assurance in adhering to this policy will allow the various CARE departments to operate more effectively.

• Selecting Escalations and New Ticket will take you to this form.

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Escalation Form

• Choose the department that should handle the requested escalation from the drop down list. – Example: If it is related to a non-rev

issue – select non-rev. If Billing issue – select Billing.

• Put in the existing CQ ticket number if you have one and/or the customer ID. If there is no customer id associated with the request put in 0000.

• Put the contact info and be specific about the escalation.

• Hit submit and the ticket will route to that department manager for handling.


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Fraud Review Form

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Fraud: CQ FormWhen should this form be used?

– Identity fraud disputes• customer calls in and advises that personal information was

used to establish service with Clearwire. Some customers may reference that our company has shown up on their credit report, etc.

– Family Disputes• When a customer calls in disputing that a family or a

household member used their personal credit or payment information to establish service.

– Fraudulent Credit Card Charges• When a non-Clearwire customer calls in and states they are

seeing charges on their credit card or checking account.– Multiple Account Disputes

• When a customer calls in and states they are supposed to only have one account, but are being charged for multiples.

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Fraud: Form Overview• Customer ID field• Enter the customer’s ID and hit validate

– The customer’s name and market will auto populate for you.

– If you do not have the customer ID available you can place all 1’s in the Customer ID field – do not hit validate in this instance.

– For instance, credit card dispute for a non-customer, identity fraud, etc.

• Company Name• Only required if the account is a

business.• Caller’s Name

• Required if the name is different than what’s on the account.

• Caller’s Number• Required if the number is different

than what is on the account.

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CQ: Fraud Review Form• Payment Method• If the submission reason is Fraudulent

Credit Card Charge• If the claim is on a Credit Card please

select that payment method. The Credit Card is required, if the customer does not want to provide it you can dummy it out using all 9’s.

• If the submission reason is Fraudulent ECP Charge– If the claim is on an ECP, then

select that payment method. The checking account number is a required field. If the customer does not want to provide it you can dummy it out using all 9’s.

• Submission Reason• This is where you will select the

correct submission reason for the fraud dispute.

– NOTE: Respective Submission Reasons will require additional information dependant on fraud type.

• Notes• Enter additional information in

regards to the customer’s dispute.


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Credit & ActivationManual Activation Form

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Manual Activation Form When to use it?• Skip Credit Activations

– Customer refused a credit check

• Check Payment Activations

– Please refer to the Check Payment Activation Process for Business or Consumer for eligibility and requirements

• Purchase Order Activations

– Please refer to the Check Payment Activation Process for Business or Consumer for eligibility and requirements

• Business on Individual Service Plan Activations

– Businesses requesting Service Plans other than ClearBusiness

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Manual Activation Form

• Select the Market the Manual Activation Form is being submitted for.

• Select the correct Activation Type (Market selection is required)

– When submitting a ticket for a “No Credit Check” activation, please take note of the following:

• Select the correct Activation Type drop down list

• Select Customer Type (Business or Consumer)

• SSN/Tax ID field - Enter ‘999999999’

• Complete all applicable Customer Fields

• Select the correct Payment Method from the drop down list

• Original Credit Score - Leave blank

• Select the correct contract term

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Manual Activation Form (cont’d)

• If activation is a MOR (Service Address Manual Override)

– Cheetah Score is required

• In the Modem Number field – ‘Ship Modem’ option is now available!

• Select the correct Equipment Information the customer is purchasing from the drop down list


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Credit and ActivationManual Review Form

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Manual Review FormWhen to use it?

• The Manual Review Form is used when customer’s return with a “ * “ credit score in Sales OE

• The following information is required for review:

– SSN / Tax ID

• This field is encrypted to IT & Legal standards.

– Customer Type

• Business or Consumer

– Business Name and other customer information fields

• Required for Business customers

– Market - Select the customer is in from the drop down list

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Manual Review Form• Contact Name

• Required for Consumers or the Business Contact Name

• Contact Number

– Please provide a valid number for the customer as the review may require verification of credit information

• Market - Select customer is in

• Service Address, City, State, and Zip

– Should match the address used to perform the credit check

• Commissionable Sales Rep Name

• Commissionable Sales Rep Number

• Notes

– Additional notes the Credit Team may need to process your request

– This field is not encrypted, please do not enter any sensitive data such as credit card numbers or social security numbers.


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Credit and ActivationCredit Score Override Request

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CQ: Credit Score Override Form • When to use it?

• The New Credit Score Override form is used for customers requesting a Credit Score Override based on their credit check results.

• Required for review:

– SSN / Tax ID• Provide the SSN or Tax ID that the

credit application will be listed under

– Customer Type• Business or Consumer

– Contact Name• Requires for Consumers or the

Business Contact Name

– Contact Number• A valid number for the customer as

the review may require verification of credit information

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CQ: Credit Score Override Form• required fields continued

– Market

• LV Telesales – select ‘Clearwire US’

– Credit Score

• Provide the credit score received in Sales OE

– Commissionable Sales Rep Name

– Commissionable Sales Rep Number

– Notes

• Additional notes the Credit Team may need to process your request

• This field is not encrypted, please do not enter any sensitive data such as credit card numbers or social security numbers.


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Promo Research Request

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Enter Customer ID and hit Validate

Button. The rest of the customer info

will populate. This form is used when customers have waited the allotted time for their promo and have not received it.

• Fill out the form and select the promo the customer is inquiring about from the drop down list.

• Hit submit!

CQ: Promo Research Request


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Partner Programs

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CQ: Change Sales Rep

• Change Sales Rep Ticket is used to request a change in responsible representative of a sale. – Example: 1 Sale is under the Sales

Manager and needs to be changed to a Sales Rep

– Example 2: If a sale needs to be changed from a Dallas Sales Rep to an Atlanta Sales Rep.

• Customer Number:– Input customer number and

“Validate”. • Complete all remaining fields • A ticket must be entered for each

service ID on a customer account.

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CQ: NIEPP• The National Indirect

Employee Purchase Plan (NIEPP) is a discount plan for sales reps (NRAEs) working in National retail stores.

• All fields are required.• The rep must agree to the

details of the promotion and the terms and conditions.

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CQ: Partner Program – Non Revenue What is a Non-Revenue Account: • A Non-Revenue Account Ticket is used to

identify and assign equipment to Partners or Dealers that is not “billable” or “revenue generating”. – Hover over the Partner Program tab

(on the left-hand menu)– Non-Revenue– New Ticket or Search

• Non-Revenue Type:– Select the correct Non-Revenue

Type of ticket you want to create from the drop down list.

– It is important to select the correct type from the drop down so the ticket is routed to the proper RVP.

• All fields in the ticket are required

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CQ: Partner Program Non-Revenue

• Ship this Device?: – If “Yes” – you will be asked for the

total number of the chosen equipment that should be shipped.

– If “No” – you will need to provide the MAC address for each piece of equipment you would like activated.

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CQ: Partner ProgramWhat is the Partner Program?

– The program offers Clearwire employees an opportunity to obtain Clear/Clearwire service with very little cost to the employee.

– More details can be on MAX under People Developement.

H I G H S P E E D I N T E R N E T A C C E S S M A D E S I M P L E. W A Y S I M P L E. ® Confidential and Proprietary Information Clearwire Queues (CQ)

Documents

d e s i

c c e s s

billing research request

payment research ticket

credit card slide

billing address

billing categories customer

new ticket slide