Misc. Material
If a member needs to do any kind of digging (installing mailbox, fence, etc.) they need to call ____
811
What is your definition of empathy?
No wrong answer
What online program is used to help determine a deposit?
Online Utility
Experian Risk Assessment
What can cause a units AUX heat to come on?
Temp is 32o or lower
T-stat is moved up more than two or three degrees at a time
Max amount of a deposit that we can bill to the first months bill?
100.00 plus fees
NGEMC was founded in ______
1936
What is the correct transfer procedure?
Sir/ma'am.. do you mind if I transfer you to a specialist in this area?
a bill on the location needs at least ___ days for it to be considered in the average.
28
Why is it important to change air filters?
To keep optimal air flowing through the unit...a clogged filter will cause the unit to work harder as it is pushing the air through the system.
What is the term for the least amount that we HAVE to collect on an old bill?
Collection Fee
How is electricity measured?
KWH (Kilowatt hour)
What is the correct hold procedure?
Sir/ma'am...do you mind if I place you on a brief hold so I can get more information for you/look over your account, etc.
Green score= ______ deposit
0/no
The department of energy recommends the t-stat to be set at ____ in the winter and ____ in the summer.
68o and 78o
Explain deferred contracts
a contract the member signed for "x" months to make monthly installment payment on their bill. The installment amount will be in addition to their NGEMC electric payment.
What is ROW and how much does NGEMC have on either side of the main lines?
Right Of Way
What NGEMC maintains and has the authority to maintain off the primary lines
20ft
Name some things listed on the call monitoring form
Good opening/closing
Issue resolved?
Used correct hold/transfer procedure if applicable
Name three things that would waive a deposit.
Good NGEMC payment history, satisfactory Experian Risk Assessment, LOC from another utility company (no more than one late payment)
What steps are required for an ERR?
Contact ES and check what availability they have and what works with the member. Confirm, then place the service order.
Anything under ____ dollars, we will not put on a deferred contract.
$100.00
What is SCADA
The ability to control and monitor load and voltage at the substations remotely.
If not with a member and not doing paperwork (adjustments etc.) the phone should always be in what mode?
Available
What is a surety bond?
Letter the member gets from their insurance agency in lieu of a cash deposit.
Name some things that NGEMC members can finance through TVA's escore program and make the payment on their monthly electric bill
Heat pumps
weatherization items (insulation, windows etc.)
What do you do when a member calls and states that we are responsible to pay for their tv, fridge, computer, etc that broke due to power outage, power surge etc.?
Refer to #8 on the application, and SRR on our website, that states that the co-op isnt liable for damages from acts of nature, or other electrical irregularities. Can refer them to their home owners insurance company.