CRS
Processes
BSG
VECTREN
Misc.
100
DOUBLE JEOPARDY!!!! Answer 2 questions for double points! Can we file repairs?
What is yes If a cust has had a repair within 90 days, what do yo do?
100
What program do we need to look at the credit risk?
What is BSG.
100
Cust calls for Guardian Care repair, what do you do?
What is transfer the call.
100
Who is VECTREN? Who is Service Protection Group? How are we related?
What is Vectren Energy Delivery is a gas utility with customers in Indiana and Ohio. Service Protection Group is another name for NiSource Retail Services. We are not affiliated with Vectren. We have an agreement with Vectren that allows us to market E.S.P. services to their utility customers and to put E.S.P. charges on the Vectren utility bill for easy payment.
100
DOUBLE JEOPARDY!!!! Answer 2 questions for a chance at double points. BSG: What are the payment options for a Water Heater?
What is Cash, check, cc. On weekends, only cash or check. If a cust rents a WH, who is responsible for repairs, and can they choose to buy it?
200
Can I cancel the coverages at any time?
What is Furnace and A/C are 12 month committments. All others can be canceled at anytime. Any program can be canceled within 30 days of enrollment for a full refund--minus the cost of any svc calls placed in this period.
200
VEC: What are a VECTREN custs payment options?
What is on the bill or cc.
200
What are a custs payment options for Guardian Care?
What is On gas bill, or a seperate bill.
200
What do we do if a cust has questions about their VECTREN utility bill?
What is advise cust to call VECTREN Energy Delivery.
200
2 part question: What are the appt times for BSG water heaters? What are the appt times for CRS repairs?
What is BSG WHs: 8-12 and 12-4 Mon-Fri. Weekends 8-4. CRS: Cont will call and schedule.
300
If a cust is on CAP or PIP, what are their enrollment options?
What is must pay via credit or debit card.
300
CRS: If a cust pays annually for their inside line coverages, and they want to enroll in Total Care, what should you do?
What is Quote the cust the estimated refund. Cancel inside line coverages in RSS. Enroll in Total Care. Send email to issue refund.
300
What Guardian Care coverages are offered?
What is Furance, a/c, WH, and Inside Gas Line. WH must be taken with the furnace.
300
If a cust thinks they paid the ESP charges, but are DEL in our system, what do you do?
What is transfer the call to VECTREN to see if funds are there for transfer.
300
CRS: Explain the Total Care Package as you would to a cust.
What is Covers furnace/boiler, WH, a/c, stove, fridge, washer, dryer, dishwasher, inside gas line, inside elec line, and inside water line. It is 35.99/mo, or 399.99/yr. Customer pays 15/45 fee for service.
400
If a cust has arrears on the gas bill, can they enroll?
What is yes, via cc or debit card---or they can get bill caught up, and call back to enroll once our system is updated to reflect the payment.
400
DOUBLE JEOPARDY!!!! 2 Questions for possible double points. CRS: Cust calls for an ESP repair. What do you do?
What is File the repair. DOUBLE JEOPARDY: What are the 4 things you need to check before filing the repair?
400
What is the difference between a chimney vent and a powervent water heater?
What is Powervent vents directly outside, and a fan helps push exhaust out. Chimney vent vents through the chimney.
400
What search criteria can you use to find a cust in RSS?
What is mailing address or name.
400
DOUBEL JEOPARDY!!!! Answer 2 questions for double points: BSG: When is a pipe survey needed?
What is Change vent type, change fuel type, switch from no tank to a tank. What do we do for CRS if a supervisor approval box comes up?
500
Is there any way a duplex can get inside line coverage?
What is Yes, via the Total Care package.
500
BSG: Who performs repairs? VEC: Who performs repairs? CRS: Who performs repairs?
What is BSG: BSG techs VEC: Local conts CRS: Local conts
500
What are 2 ways you can find WH pricing?
What is In the Call Guide,and in RSS.
500
What are at least 3 things you should check before every preapproval?
What is Total Payments, Private Remarks, coverage limits, covered parts, will it make the unit reliable?
500
A cont calls for pre-approval to top off an a/c unit that is low on freon. What should you do?
What is authorize a leak test.
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