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SALES
Customer Identification
OPS.32
SCRIBE
Sales Process
OPS.23 & OPS.25 E-sign: Agreement /COMMS
Car, RV, Boat, Trailer Storage
OPS.13 & OPS.14 Auto Payment
SMS Protection Plan
OPS.37 Non-Profit/Donation Units
Locks & Tags
OPS.26 New & Online Move In Follow-ups
Military Rentals
OPS.44 Agreement Signing Follow Up
OPS.2 Empty to Empty Transfer
Promotions
Mailing Address & Payments & Pre-Pays
**OPS.39 Future Move In/Check In
Unit Sizes & Types (temp control)
Collections
OPS.9Collection Call Guidance
Loom Video
OPS. 17 Overlock Process Fee
OPS.16 Clear the Balance or Send to ART
Past Due Account- Vacant Unit *
OPS.38 Statements- U.S.P.S. e-mail & Text
OPS.29 Customer Moved Out & Left Items Behind (sq ft fee)
Account Handling
Potential Vacate-Abandon Unit
OPS19 Rev 6
Customer Communication - Electronic Messaging
OPS.51
Duplicate Payment
OPS.35
L.A.S.T
ops.38
OPS.21 The Move Out Process
OPS.1 Incident Report Process & Form
Unlocked Unit With Contents *
OPS.24 Rate Increase Complaints
OPS.10 Death of a Customer FC process & U.S. Supervisor Process
OPS 8 Guardian or POA Customer Accounts
OPS.49 Info E-mail Handling
OPS.49 Info E-mail Process
OPS.7 & OPS.6 Unit Upsize/Downsize , Calculate Credit from Original Unit
OPS.34 Customer to Business Name Change
OPS.35 SE Template Deletion
OPS.5 Release of Unit to Another Party - Customer Name Change
Unit Inventory / Appfolio / Tasks
OPS.12 New Ownership Welcome Calls
OPS.45 Gate Lock Out Process/Override
OPS.15 Lock Cut Request
Daily Tasks- A Monthly Glance
OPS.33 Unit Inventory
**OPS.4 Abandoned Calls In CP
OPS.22 Appfolio Overview- Operations
OPS.3 Missed, Unprocessed & Return Calls in CP
APPFolio- Completed NO Bil Needed
CONTENT
Changing Unit Status
Managing Auto pay
Un-Do Move Outs
Navigation - Facilities, Messages, Pricing, Global Search, Settings
Customer Portal & Site Manager Rental overview
Moving Out a Customer
Transfer a Unit
Refund Card & Other Payment Options
New Employee Onboarding
SALES- The five Call Concepts Training
APS Definitions*
De-Escalation Training
Example Calls
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