Doc Summary
Criteria for Placing a Customer on Financial Hold #
Customer Service Representatives (CSRs) and Sales Administrators are authorized to place customers on and remove customers from financial hold. CSR staff are responsible for reviewing and addressing customers on financial hold on a weekly basis.
A customer may be placed on financial hold when all of the following criteria are met:
- The customer has a past-due balance that is over 90 days old or exceeds $500 total, and
- More than one phone call attempt has been made to collect the balance.
Steps Prior to Placing a Customer on Financial Hold #
Before placing a customer on financial hold, staff must complete the following steps:
- Verify that the customer’s billing information is accurate and not incorrectly linked to an external account.
- Attempt to contact the customer by phone to collect payment.
- If the customer is not reached, send a text message and an email notifying them that their account is being placed on financial hold due to non-payment.
- Apply the appropriate Pest Financial Hold or Termite Financial Hold flag to the customer’s account and place the subscription associated with the past-due balance on HOLD.
Important Notes Regarding Termite Subscriptions #
- Do not place termite subscriptions on HOLD when the past-due balance is related to pest control services.
- If a pest control balance is over 180 days past due, notify a Manager to determine whether a termite subscription may be placed on HOLD.
- Per the terms of the customer’s contract, termite subscriptions should never be placed on HOLD during the current renewal period.
Working the Financial Hold List #
The Customer Service Manager or Office Manager is responsible for distributing the financial hold list. Customers on this list have existing past-due balances and should be contacted by phone to collect payment and discuss scheduling upcoming services.
If a customer is out of contract and chooses to cancel services, the appropriate cancellation procedures must be followed.