Deposit
True or False:
The initial deposit can be split into 2 installments
FALSE
Residential customer calls to start service at a garage with a commercial rate. The customer states it should be on residential rate
Do Not Transfer - complete move in and submit Rate Change BPEM
Customer states they are having issues logging into portal and are not receiving the reset password email. What should you do?
Verify if the account is registered using WPAT
Customer states premise should be listed as Residential, but premise shows a Commercial rate
Submit a Rate Change BPEM
Contract kW should be rounded to ___
the nearest increment of 5
If available, ________ should be used to calculate the initial deposit
CONSUMPTION HISTORY
Customer calls in and request Load Sheet
Do Not Transfer
Customer states they need to access the web portal, but the account is registered to another email. What should you do?
Delegate the new user. If the old is email is no longer valid, submit IT ticket to have access updated on old email so it can be deleted
Types of installment plans that can be placed on business accounts
Backbilling IP and Initial Deposit IP (only for DNP deposits and deposit adjustments FL)
Nondemand meters should be set to ____ kW during the move in process
5 kW
Landlord calls in to start service on a premise with RTO. Should the deposit be billed due to him manually calling to start service?
No, deposit should be waived since he has RTO on premise
Customer calls in and requests to have service dropped for tree trimming
New Construction
Customer states they want to remove and account from their online profile. What should you do?
Create an IT ticket and note the account number that needs to be removed
True of False:
A third party can make a payment if they have the account # without LOA on file
TRUE
What region(s) requires contract kW to be calculated during the move in process?
Only DEC
Customer demands deposit to be waived. What do we do?
Explain our policy and offer non-cash deposit options (i.e. letters of credit, surety bonds, guarantees)
LAM Account customer calls in to get invoice reprints
Do Not Transfer
Third party (with LOA on file) calls in to update the email on a registered profile. What should you do?
We are unable to assist 3rd parties with online portal access.
True or False:
Due to business accounts not qualifying for agency assistance, we should offer Utility Commissions as an option for billing assistance for business accounts.
FALSE
When should a Load Sheet be used to calculate contract kW?
Premise does not have 12 months of billing history, or if there has been no meter at the premise for 36 months
What is the process for Deposit Holding Accounts
Waive the deposit during the move in and submit a Non Cash Deposit Review BPEM
Spanish speaking customer calls in to start service on a commercial premise
Do Not Transfer - Consult Interpreter
Customer is already registered online and is requesting assistance with adding another account under a different BP ID. What should you do?
Walk customer through the steps of adding the account to the existing online profile. Select the email drop down - Select "Profile Settings" - Select "Add Account"
Call types that will not be Auto-Summarized
If the Actual kW does not appear in bill history, what is an alternative category that can be checked?
Economy kW