Random 1
What is NOT part of the criteria for a courtesy PE?
Must be active for 12 months
B.No disconnections in the last 6 months
C.Balance does not include a balance from a previously defaulted payment plan
D.Has not had a courtesy in the last 12 months
When Ambit Energy energizes a location that an Ambit Customer is not living, this is known as a(n):
IAG
Which statement best describes the monthly plan variance?
This amount is the difference between your actual usage and average amount billed.
If the customer chooses to decline adding their mothers, what should we advise after updating DECLINED?
Advise: The option is available if you would like to add it at a later time.
If a Customer agrees to the terms of a Payment Extension and selects to make their payment at a pay location, what case would you create?
Customer Call > Pending Payment Extension
Sarah Johnson’s Term End Date is 09/28/2018. How many days prior to this date is she able to renew her product plan?
30 Days
setting up a payment plan what 2 questions we ask?
Ask ‘How much can you pay today’?
B.Ask ‘When can you pay the balance’?
How often does a True-Up or Settlement occur for Customers who do not move or cancel?
Every 12 months
When a Customer pays off their DPP with you over the phone, what case needs to be created? (TX Residential only)
credit and Collections > Remove Switch Hold > Switch Hold Type: DPP
If a Customer just enrolled and has a sent MVI transaction with an accept date two days away but no longer wants Ambit service, what action(s) do you take?
Cancel the transaction in Transactions, cancel order next to order status under the Enrollment tab and edit service status to Cancelled.
Why can a switch hold placed on this account?
Meter Tampering
Deferred Payment Plan
What collection agency do we use?
CMI
If a Customer becomes disconnected and has no deposit on file, What must be paid on their next invoice?
Disconnect and Reconnect fee
Once a MVO transaction is submitted, the key date in Transactions will display what date?
Today’s date.
how many tpv attempts are made
Three attempts
A Dun 1 customer will not generate a Disconnect Order for any amount less than:
$50.00
When will TDU fees be assessed to a Customer that has been disconnected?
May appear on their next invoice
Samantha Schultz calls and wants her name removed from her account, and her sister’s name added. What process should you follow?
Change of Ownership
A customer has been disconnected for non-payment and wants to make an ACH payment. You should:
Go to ‘Pay My Bill’ to accept the payment.
What is the criteria for waiving a payment processing fee for a Customer? (Select 2)
No fees waived within the previous 6 months.
IVR/ MAA issues, if issue is confirmed, waive the fee
Steps to remove a Secondary Contact
Click on edit icon by the Account Holder name and remove the secondary contact name.
Platinum Accounts are identified with all?
4’s as the phone number
Give 4 trigger statements:
Word for word the Dead Air Script:
Mr./Ms. Customer unfortunately I cannot hear you; if you can hear me please call back at ###_###_#### and we would be happy to assist you. We apologize for any inconvenience. Thank you for calling Ambit Energy. Have a great day.
What are the steps if any of the below calls in:
City/ State/ Federal/ Law Enforcement Representative Call
x3
Step 1 Gather caller name and contact information.
Step 2 Open a Supervisor Review > Office of the President Callback Request > select the correct corresponding request.
Step 3 Advise the customer you have opened a request and someone from the Office of the President team will call them back in 24 hours (this does not include weekends).