Billing/Payments
TRUE or FALSE
We are unable to change a customers due date of a customers bill at their request?
Why?
TRUE
Bill due dates are based on the geographical location of the premise.
When are One-Time Extensions most beneficial to the customer?
Once their account becomes past due.
Even when the customer does not qualify for any of our Summit specific assistance options, what can we always educate the customer of?
Energy Assistance
Providing 211 & LiHeap information
What is the $ Threshold where Dunning begins?
$100 past due
When should a ticket be created?
Anytime you are personally unable to handle a customers request.
What section of the invoice covers the costs that contribute to our company revenue?
Delivery and Service Charges
The 4-Month DPA
&
The 6-Month DPA
What is the requirement to enroll for Collective Billing?
The customer must have 5 or more CA's to be eligible.
Which dunning step(s) are required by the utility commissions?
What is
Step 3
The Disconnect Notice
What type of Lock would be requested to prevent a Late Fee?
Interest Lock
At what time does the GSR change?
The GSR changes twice a year,
Nov. 1st & April 1st
When is the SMA plan available and who can qualify?
SMA is Available Nov. 1st - March 31st to low-income customers in Arkansas.
Customer credits of $__ or less can be approved at an agent level, and should be tied directly to a ___.
$30.00 or less,
tied directly to a fee.
Payment arrangements may be offered anytime up until what point in the dunning process?
Until the Meter Lock Order has generated.
Which 2 screens/tabs in C4C can customer invoices be accessed?
BP → Financial Tab (all invoices)
CA → Central Tab (Recent 3)
What is HDD? Explain.
Heating Degree Day
A measure of coldness
A way to see how much energy is needed to warm a property due to the temperature
Qualifications to enroll for AMB
Contract Account is Active
No Past Due Balance
If a caller has notified us about a deceased customer and wish to simply stop the services, what steps are taken?
Add the deceased flag under the identification tab
Add the online obituary under attachments
BP → Process the move out.
--if requested by caller, the mailing address can be updated for the final bill.
Operations has __ ___ days to complete a meter lock order once its generated.
What is
15 Calendar days
What is the option available to landlords or property owners to have gas service automatically placed back in their name when disconnection is requested by a tenant.
Owner Allocation (LLOA)
Why do some bills have 2 distribution rates?
We bill at 2 separate rates depending on the volume of gas used
Arkansas & Texas: The first rate for the first 15CCF
Oklahoma: The first rate for the first 10CCF
Once the initial volume of gas has been used, the remaining charges are calculated at a lesser rate.
List the 4 eligibility requirements for a DPA.
Residential Customer or Small Commercial Customer (averaging less than $200/mo)
Arrangement is requested on or before the due date of their disconnect notice. (Prior to Meter Lock Order)
Account is NOT enrolled in any other active payment plan.
Account has a maximum of ONE previously defaulted DPA within the recent 12 months. (only 2 allowed in a rolling 12mo period)
To qualify for a TLRR, the account must meet what requirements?
No Balance | $0 balance (even Open/Payable)
No Deposit being held
No more than 2 late payments (positive pay history)
The customer has __ ___ days after a non-pay lock has been completed to restore service before the account finals, changing the CA from active to inactive.
What is
5 Business days
What is the process for a seasonal lock with continued billing? Do you schedule via FSM?
Manual SO creation
Premise → Service Orders
Order Type: Lock Meter - Seasonal
Lock Orders are not scheduled via FSM.