Call handling: RSL

• Retail Teams must refer to in-store processes & memo the account on any actions taken before contacting RSL.
• RSL must review steps that have already been done for the customer and assist the Retail Team member. Refer to Magenta Pulse process/policy as needed.
• Important: RSL may not be used as a bypass for an OTP under ANY circumstances. If Retail is asking to bypass a transaction that requires an OTP and the customer cannot receive one, they must be assisted In-Store unless otherwise noted. For more information on transactions that are OTP required that can be done in store, see One Time PINs.
  • See Account Verification: Home Internet for Home Internet only OTP bypass support.
• If you’re unable to find an account that was previously canceled, see Archived Samson accounts
• Retails Teams may need to call into RSL from their personal mobile devices or a store-in-store kiosk's (such as within Costco or Sam’s Club) dedicated company-use mobile device..
  • As long as the Retail Team member verifies the customer account (for existing account support) in their system with an ID scan or performed Step-Up OTP process and validates through the IVR menu with a token code, passcode, and active dealer code (pertaining to same person who verified the account), you can assist.
  • Example situations that cause a Retail Team member to call in from their personal device:
    • Store phone is unavailable
    • Retail Team member is supporting an outreach event

This is a list of common call reasons that do not need RSL and are owned by the Retail Team member in-store. If a Retail Team member calls for one of these issues, refer them to the appropriate policy page so they can resolve the customer issue. (Exception: Aside from ACE Denials, the other items below do not include Store-in-Store & D2C).

• System issues or errors – contact the Service Desk instead. - Quick Ticket tool
• Courtesy credits (Including exceptions to promotional enrollment when customer does/has not met criteria) - Sales escalation resources and Sales courtesy credits
• Resending shipping label - Jump order Lookup: In-Store
• EIP troubleshooting - Activations & upgrades: In-Store > EIP issues support
• ACE Denial handling – Refer Retail to SIM Change Verification Team after an ACE Reject, check ACE on  Order & Change a SIM card.

RSL assistance is needed to resolve the following customer issues in-store. Use to the appropriate policy page to help the Retail Team member.

Note: These are some of the most common call types but there may be times when a Retail Team member calls in with something not on this list. Make sure that you are assisting them with their requests.

• New activation or AAL – when directed by policy (Manual Credit Review) - Activation or add a line: Retail
  
• PIN changes - Customer PIN/Passcode support
• Remove future-dated rate plan/feature - Change rate plan: In-Store
• No Install / Same Day cancellation - No Install
• Update port-in information - Check and update a port request
• Suspended line/account assistance - Suspend or restore accounts
• Payment arrangement changes - Payment arrangements
• Change of Responsibility
  • Existing customer - Change of Responsibility (COR) - Existing customer
  • Potential customer - Change of Responsibility (COR) - Potential customer
• Account conversions (Consumer to Business w/SSN) - Business with SSN accounts
• Deceased Customer, survivor wants immediate cancel with no callback - Deceased BRP account requests
• Promo enrollment when customer qualifies - Frontline Promo Dashboard
• Grand Central trouble ticket needs to be filed - Retail troubleshooting in Tapestry
• SSN corrections - Billing name, SSN, and birth date changes
• HSI Cancelations
• Authorized User Permission Mismatch - Review Add Authorized Users to Individual accounts > Permissions Mismatch on Billing Responsible Party and Authorized Users
• UScellular T-Launch support -  T-Launcher Customer Support: OSS

These items can't be completed by either Retail Teams or RSL. For escalated situations, refer to your leadership for assistance.

• CRP key changes - Change CRP key
• Override Line Limits & Deposit Requirements outside of policy - Financing Options for Consumers and Deposits at activation
• Temp double outside of policy - Temp Double EIP

• Retail Team Member Verification
• Support through the RSL IVR