BBP
What qualifies BP's to be eligible for BBP for residential accounts
Active account and Account has to have a current balance
What type of IP is bp is eligible for if they have broken 1 IP in the last 12 months
IP2
After " Greeting a BP " on a High bill call , what is the next step?
Analyze
Can we issue another outage order if a BP calls for the same issue and has not been resolved?
No , we do not issue a duplicate Outage call.
Do we pick up debris or wood left if BP requests?
NO
Why would we remove a BP out of BBP?
If bp has had 2 missed payments
Can we still set IP's if a BP has a knock on door service order complete?
NO
What do we have to check for if a BP begins a call why bill is so high ?
·An Installment Plan
· A Deactivated Budget Billing Plan
. A Dunning Deposit
· A Returned Payment
If Bp has a " No lights " outage and calls back to report " check wire" do we cancel order already in?
No we not cancel the higher priority.
What is the Fresh Start program? and benefits
ACE only
This program, a subset of USF, is designed to give BPs an incentive to become regular bill payers by systematically forgiving their pre-USF program arrears. BPs who pay their total utility bill each month for a full year can receive full forgiveness of their prior arrears and achieve a 'fresh start'.
When does recalculation happen for BBP?
Between 7th-10th month
Is there limit on the amount of payment arrangements BP's can get
Yes in DE 3: IP1, IP2 & 50/6
Can we transfer a NJ customer to Energy Advisor?
No only DE & MD customers can be transferred to an Energy Advisor
What are the steps for a " Dig In"?
WARM TRANSFER the call to Dispatch immediately. Dispatch will assess the situation, requesting specific information to assist the customer.
Gas Hit Line, DP (DE) Immediately issue an emergency service order
How is a PESC ( Peak Energy Savings Credit) Credit calculated?
Baseline kWh - Usage kWh X 1.25
Can we send a BPEM to reduce BBP amount
Do NOT create a BPEM for the Back Office to reduce amount
When does the initial payment for IP 50/6 has to be done?
The initial payment must be scheduled at the time of the IP creation (within 2 days) or before nmrd
Name a website /tool we use to help out BP w/ high bill other than UIQ ?
Opower
Is a notification number a MUST when BP is reporting Partial Service?
NO
Where does the BP send death certificate?
pepcocredit@exeloncorp.com
Can a BP have a TPS and BBP?
Yes but budget is based solely on the distribution charges.
For a IP on security deposit , how many months does a BP get ?
6 months
What can we use UIQ for?
Do on Demand Reading and Ping the meter
Can a Tree Trim be reported as an outage order?
No , this will be a service order
What is the script for " Abusive Customers"
Mr./Ms. Customer I would like to assist you, but the language being used is getting in the way.
Mr./Ms. Customer if the language continues, I will have to discontinue this conversation and end the call.
Mr./Ms. Customer the language has to stop, or this call will have to end.
Mr./Ms. Customer I do apologize but I am disconnecting the call.