QA: Breaking News!
Attention Agero Roadside Assistance Follow-Up Agents- SPCBs NAC Requests
On 09/07/2022 an escalation process was implemented for Follow-Up Agents to escalate all SPCBs received for NAC requests for In-progress or completed jobs to the Dedicated Dispatcher NAC Team.
EFFECTIVE IMMEDIATELY THE ESCALATION PROCESS IS BEING DISCONTINUED! ALL FOLLOW UP AGENTS WILL STOP ESCALATING SERVICE PROVIDER NAC REQUESTS TO THE DEDICATED DISPATCH NAC TEAM IMMEDIATELY.ALL FOLLOW UP AGENTS WILL BE RESPONSIBLE FOR PROCESSING ALL SERVICE PROVIDER CALLBACKS REQUESTING NAC FOR IN PROGRESS OR COMPLETED JOBS.
If you receive a callback from a service provider requesting additional payment for an in-progress or completed job, you must:
Probe - Probe with the service provider to determine WHY NAC is being requested; what specifically do they want extra payment for and why.
Rate Sheet - Use the Dispatcher Rate Sheet available on the Knowledge Center to calculate what Agero has determined to be a reasonable NAC rate for the specific use case.
Approvals - If the NAC requested is less than or equal to the NAC you calculated using the rate sheet, you may approve the NAC. If NAC requested is greater than NAC you calculated using the rate sheet additional PF Approval is required. Reach out a PF via Chat to obtain approval.
Swoop Notes - Swoop Notes must contain complete details on why NAC was requested, a breakdown of the NAC charges, and the full name and extension of the PF approving the NAC, or your full name and extension if you have approved the NAC.
Example - Job is out of SPs area. Requesting $20 - 10 additional enroute miles @ $2.00 per mile. Approved by Jane Smith X12345.
Edit the Invoice
- approved NAC Charges MUST be added to the service providers invoice. Editing the Invoice Job Aid
DO NOT enter the approval in Invoice Notes. All approvals must be entered in Swoop Notes.
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