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AUTHORIZED AGENT PORTAL
Enroll New Frontier Customer
Portal Issues or Help Enrolling Customer
When using Frontier Sales Support Team:
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Remind your customer they will receive a confirmation text message and email once their order has been scheduled for installation
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Once your enrollment has been successfully processed, the support team will tag you and post the customer account and install info in GroupMe. (see GroupMe instructions below)
Affordable Connectivity Program
The Affordable Connectivity Program is an FCC program that helps connect families and households struggling to afford internet service. The benefit provides:
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Up to $30/month discount for internet service
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Up to $75/month discount for households on qualifying Tribal lands;
Are You Eligible? A household is eligible if a member meets at least one of the criteria below:
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Has an income that is at or below 200% of the Federal Poverty Guidelines.
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Participates in certain assistance programs, such as SNAP, Medicaid, Federal Public Housing Assistance, SSI, WIC, or Lifeline.
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Participates in Tribal specific programs, such as Bureau of Indian Affairs General Assistance, Tribal TANF, or Food Distribution Program on Indian Reservations.
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Is approved to receive benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision.
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Received a Federal Pell Grant during the current award year.
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Meets the eligibility criteria for a participating broadband provider’s existing low-income program.
For more ACP info visit: www.frontier.com/acp
Click Here for the Frontier ACP Qualifying Programs Flyer
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All qualifying ACP customers will receive a $30 Monthly Credit towards internet package.
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All ACP Customers Receive Free Installation / No Equipment Fees
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ACP Customers not eligible for Gift Card Promotions
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ACP Customers exempt from paying deposit for service
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Customers exempt from back balance when enrolling for 100/100Mbps Service
Customers not enrolled in a qualifying program may qualify based on household income
BEST PRACTICE – Customers who do not have a back balance or credit restrictions, can enroll in ACP on their own within 30 days of installation by visiting https://www.frontier.com/acp
Download the Frontier ACP Customer Facing Laminate
Frontier Business
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BUSINESS
When enrolling a business customer:
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Always verify the address and Check Fiber Serviceability.
*An address check showing the business is in a "Fiber Optic Service Area" is ready for installation! Proceed with placing your order!
*An address showing the business is in a "Broadband Service Area" will require a Serviceability Ticket to be submitted.
Printer friendly version of Fiber Internet Offers
• Fiber First Internet Offers
DIRECTV & DIRECTV Business
DIRECTV is Frontier's Preferred Television Partner
DIRECTV Stream: No Satellite Streaming Service
DIRECTV Beam: Brand New Satellite Service (NFL Ticket)
DIRECTV Business: DTV Satellite Service for Business
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Available Nationwide
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NO CREDIT CHECK
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Most Regional Sports & NFL Ticket
Best Practice: Residential DTV Stream allows up to 3 concurrent out-of-home streams (4 Total) per account and is not subject to taxes and regional fees like cable.
Interactive Channel Lineup available on order form link
DIRECTV FOR Business Quote Tool
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Enter CorpID 58727 to get into the site
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Once you have verified the quote and package, complete the order
GroupMe is our Virtual Office Space. The Frontier Group is where you'll report sales, ask questions, be notified of import conference calls, find out about bonuses & incentives, and share best practices.
Search in the App/Play Store to download and install it on your primary device
APPLE: App Store
ANDROID: Google Play Store
CLICK TO HERE TO JOIN the FRONTIER GROUPME
ALL SALES CONFIMATIONS MUST BE POSTED IN GROUPME TO BE PAID COMMISSIONS
NO EXCEPTIONS
Please post accurate and complete information on the same day order is placed
ONCE ORDER CONFIRMATOIN IS RECEIVED – SIMPLY COPY AND PASTE FROM YOUR CONFIMATION EMAIL
Example:
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Full Customer Address Required when posting orders processed through Frontiers Call Center (STI / White Glove)
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Pro tip: GroupMe running chat is searchable! Need to find an old customers info? Use the search feature by clicking on the group icon!
Email Setup
Setting up your work email is extremely important. In your company email you will regularly receive the following information:
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Sales Support Confirmations
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Build / Serviceability Tickets
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Order Info
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Prelim Payroll
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Final Payroll
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Lead Requests
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Collateral Requests
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Incentives
Each agent can access their email through their web browser by visiting: www.one.com/mail
Login: Firstname.Lastname@direct-salesteam.com
Password: Direct1!
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Since you’ll be using this email Frequently it’s encouraged to sync the email account with your mobile phone or tablet.
Reference
Resource Guide
Frontier Sales Support & Resources Reference Sheet (Click to Download)
ENTERING A NEW CUSTOMER
Partner Portal: https://partnerportal.frontier.com/
STI Call Center Partner Portal Support Team (Agent Use Only): 1-877-312-3801
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Assist with entering and completing residential orders – MUST HAVE CUSTOMER ON LINE
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Alchemy Partner ID: 701162
Alchemy Sales Support: https://www.alchemyhq.net/frontier
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Orders that have issues being placed through portal or call center / Processing DTV & B2B
Install Windows
Monday – Saturday (No Sunday Installs / NO SIK)
7:00AM - 11:00AM | 12:00PM - 5:00PM
Reschedule / Edit / Change Pending Order
Offline Support Team: 1-866-416-4734
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Support to adjust, correct, reschedule Orders that are Already Submitted ONLY
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All orders should have Order Number & Account Number
Real Time Positive Verification Team:
1-866-293-7026 (Customer does not want to provide SSN)
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Must have customer on the line and provide the team the Alchemy Partner ID: 701162
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Process may take up to 15 minutes
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Team will work to clear alert or process customer unwilling to provide Social
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Use to Clear Credit FREEZE & Check Back Balance (Amnesty after 5 years)
Billing Issue: 1-800-801-6652
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Assist customer with incorrect billing / ACP Credit
White Glove: 1-844-591-4880
White Glove SMB: 1-888-922-8686
ACP Customers
ACP Qualification Site: Apply now
ACP Support Center: 1-877-384-2575
Fiber Migration
Upgrade Current Copper Customer to Fiber: 1-877-312-3806
INSTALLS
Tracking • Rescheduling • Issues & Escalations
Available Installation Dates and Times (Monday – Friday)
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Morning 8:00AM – 12:00PM
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Afternoon1:00PM – 5:00PM
*Some regions may or may have installs available on Saturday & Sunday
BEST Practice: Ask your customer when they will be available for an installation, encourage them not to cancel prior engagements or call off of work. Occasionally there may be unforeseen issues (electrical, technical, structural, permit, or supply based) that will prevent an installation to be completed on the first visit. In these circumstances a disgruntled customer may be offered a free month of service for the inconvenience.
Remind your customer they will receive a confirmation Text & Email confirming their order summary and installation date.
BEST Practice: Customers can download the MyFrontier Mobile App from either the Apple App Store or the Google Play Store by searching for the keyword "Frontier".
Registration - New User: The customer will register for the app using their preferred email address that was collected to establish their quote.
Where’s my Tech? Your customer can view the status of their service order through their dashboard on the MyFrontier Mobile App just by selecting their ticket.
Fiber Optic installation is usually completed within 1-2 hours in optimal circumstances. Occasionally unforeseen issues may arise dependent upon multiple factors unique to each individual resident’s home. We will do our very best to complete the installation at the first scheduled appointment. In the circumstance where we cannot complete an installation while upholding our highest standards of service, we will reschedule at the customer’s convivence.
For more information about the FTTH (Fiber to the Home) Installation process visit:
Tracking & Verifying Installs
Partner Portal: Find the customer’s status in your Quick Quote View to verify if install is pending, completed or has an issue
Blue Box Tool: Quickly access any customer’s install status using the Blue Box Order Status tool (Must have All 3: Customer Last Name, Account Number, Zip Code)
Offline Support (1-866-416-4734 PID 701162): Frontier Offline Support can be used for any sales support once an order has been placed.
Stage Codes
Tickets & Escalations
Tickets and Escalation team can be used when your traditional reference and resource tools cannot provide a resolution. These scenarios are typically managed individually on a case-by-case basis. Depending on the ticket type, you will receive correspondence within 1-3 business days via email. Please set the proper expectations with your customer.
*Urgent issues should be addressed by calling Customer Service: 1-855-981-4544
Types of Tickets
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Serviceability Request: House is on a street without fiber
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Build Request: House is next door to other homes with fiber
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Service/ Install Issue: service and install-related issues
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Billing Issue: Customer being billed incorrectly
Service Territory & Lead Request
Lead lists give you EVERY Address within a given territory that currently DOES NOT have FRONTIER Service. Occasionally in new build territories leads may identify “Migration Customers” who are currently using Frontier’s old copper DSL Service.
Lead list example:
Once requested leads are sent directly to your work email if and when they are available. Not all leads are available at all times in all areas. We work together with Frontier to launch a coordinated effort focusing on areas where new fiber has just been deployed.
*Notice the left column on your leads list is used for notes. To generate the highest possible yield, you should make 3 passes on each address, leaving a flyer or door hanger each time. When a customer is not interested in enrolling you should cross them off your list.
Your list does not need to be turned back in, you are free to write notes on your leads and disposition as needed.
As Frontier is running more fiber than any other provider in the country, the opportunity to reach a large, diverse, hyper local demographic has never been better! 90% of all Americans live within 10 miles of a Walmart! When fiber penetration rates surpass 40% the opportunity to staff your local Walmart becomes an immediate priority. Alchemy Enterprises is a National Partner of Walmart with a presence in over 300 locations nationwide.
Interested in securing a shift in a Walmart location? Spots are filling quickly, submit your request to be added to the schedule.
Contact your local manager or Post in GroupMe to communicate all schedule changes and updates
This form is used specifically to pre-enroll customers within the Walmart Sales Channel who currently reside in an area that is NOT Open for Fiber, but Within Frontiers Footprint (copper/DSL eligible customer).
• Prior to submission agents using this form must verify via the partner portal or www.frontier.com that Copper / DSL Internet is currently available.
**This is NOT A SERVICEABILITY REQUEST / BUILD TICKET**
Events can be a fantastic way to have some fun and reach a large, targeted demographic. There are many different events we love to participate in. Alchemy and the Frontier team cover all expenses associated with events and supply you with all the assets and marketing materials you’ll need to be successful. There is a robust events schedule in each area, ask your manager to get involved!
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Fairs
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Carnivals
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Ethic Festivals
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College Events
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Car Shows
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Home Shows
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Flea Markets
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MDU Events
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Church Picnics
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Sporting Events
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Farm Shows
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Malls
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Grocery Stores
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Craft Shows
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Parks
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SME Events
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Walmart
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Best Buy
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Christmas Events
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Movie Theaters
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Music Festivals
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Strategic Partnerships
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Charity Events
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and more
MARKETING MATERIAL
Each region and sales channel benefits from different marketing tactics. We have many options for physical and digital personalized collateral.
D2D Door Hangers
Door Hangers are personalized with each agent’s info and left at the door or handed to a customer.
Flyer
Flyers are best used in retail or event setting, personalized with each agents info and handed to customers.
Digital Flyer
These digital flyers are full color high resolution customized images designed to be texted or emailed directly to a customer or shared on social media.
Business Cards
Business Cards can be used digitally or printed and handed to customers.
• Commissions
• Payroll
• Incentives
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Commissions paid WEEKLY direct deposit every Friday.
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Work week Starts on Sunday and Ends on Saturday
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Preliminary Payroll email: Itemized payroll email is sent to each rep’s work email every Monday to cross reverence all enrollments installed
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Final payroll: Itemized payroll email sent every Thursday reflecting any changes or additions and providing verification of the next day’s direct deposit.
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Contact Payroll Team: payroll@aesalesco.com
ANY AGENT with 8+ weekly enrollments will receive additional $25 per product COMMISSION BONUS!
Example Final Payroll Email:
Chargeback Policy: Any customer that disconnects service within 90 days is subject to chargeback. Chargebacks are rare, and typically only due to Non-Pay Disconnect. In the circumstance where a customer has canceled because of a service-related issue the agent will NOT be charged back, as long as there was a clearly documented record of service-related issues (Ticket, Trouble Call, etc.).
Hold Account: Each agent is required to accrue a $1500 Hold Retainer (10 sales) to protect against any potential chargebacks or fraud. This retainer may be borrowed against if an agent is in Active Full Time Status and in good standing.
CONTACT Payroll
Inquires & Appeals
Contacting payroll may be used for scenarios that require special additional attention from the payroll team and Frontier.
BEST PRACTICE: Getting requests to the payroll team as early as possible can help assure any adjustments needed can be expedited and resolved promptly. All agents should receive their preliminary payroll from their direct-salesteam.com email every Monday morning. The earlier in the week a submission is made, the more likely it will be resolved within the same pay period.
Reasons to Contact Payroll
Payroll Inquiry: A payroll inquiry can be submitted when you believe a commissionable account is missing from your preliminary payroll. Submitting an inquiry REQUIRES Agents to upload a valid proof of installation by providing a screenshot from the Blue Box Tool or Confirmation from the local Frontier Client.
Commission Appeal - An commission appeal is processed when an agent believes they have had a sale accidentally or maliciously placed under an incorrect Agent ID. Submitting an appeal will require the agent to explain the disputed situation and often requests a confirmation from the local Frontier Client.