MONEY
BILLING
SERVICE ORDERS
MISC.
PRODUCTS & SERVICES
100
This is the interest rate a residential security deposit receives.
What is 2%?
100
True or False: To place a special agreement on an account, there needs to be a minimum balance of at least $600.
False
100
A customer calls to report that an overhead transformer is leaking oil. I should issue this kind of ticket with THESE SPECIFIC notes.
What is issue an Extreme Urgency ticket with good notations and notate, “Contact Environmental Coordinator upon arrival” in the comment section?
100
The meter reading on 5/20 was 03567. The customer reading on 5/25 was 04002. The average daily usage is this.
What is 87kw per day?
100
A minimum of this many kWh is needed to receive a credit on EnergyWise.
What is 600 kWh?
200
The residential account has to be open for this long before the interest is applied.
What is 6 months?
200
A customer is calling to report their bill is very high. We look at the meter reading history and notice the bill was estimated for several months. We received a good meter reading. We will explain that the bill is high because THIS happened. (Explain what happened and why the bill is so high now.)
The meter was estimated for several months, but the actual reading has “self-corrected” the usage.
200
A customer calls to connect an address that was previously RPI. We check with RPI who releases the Order. The meter was removed due to the RPI case. What type of service orders will need to be processed?
What is a Reconnect Order and then a Meter Order to request a meter to be set after voiding the Set Meter and Service Drop Order?
200
(Choose the best answer) Reviewing Customer Contacts on the account are important because: (A) They may alert us to previous actions/conversations that have occurred with the customer. (B) It helps to drive up our average handling time. (C) We may discover if this is a nice person or not. (D) It is a good reason to put the customer on hold. (E) All the above
They may alert us to previous actions/conversations that have occurred with the customer.
200
If a customer is on EnergyWise and Budget Billing, what happens with the EnergyWise credits?
The EnergyWise credits are included in the Budget Billing amount.
300
It takes us this long to send a refund check out to a customer when the account has been finalized.
What is 2-3 weeks?
300
An ideal place to compare the customer’s kWh usage this month with the same month last year would be located in this place.
What is the Bill Analysis Tool?
300
A customer is calling to report that there is a FIRE at the next door neighbor’s house; however, the customer does not have the exact address. She has already notified the fire department. What should we do?
Enter an Extreme Urgency on the caller’s account and note in the comments field that the fire is at the next door neighbor’s house.
300
Mr. Smith needs an appointment to temporarily drop his service wire. I need to transfer him to this department.
What is the New Construction department?
300
True or False: The meter base suppressor offers whole house protection.
False. It only covers large appliances run by a motor or suppressor.
400
What is an energy charge?
The charge, based on kWh, that covers producing and distributing electricity to the customer’s premise.
400
The Bill Analysis Tool is a great aid in dealing with high bill discussions. What are some of the factors that the tool uses to compare usage from month to month or year to year? (at least 2)
Number of days in the billing cycle; average daily high temp.; average daily kWh
400
(Choose the best answer) Which of the following would be a typical question we should ask when we have a first call on an outage? (A) Is your power off now? (B) Did you hear a loud noise? (C) Did you reset your main circuit breaker? (D) All of the above
(D) All of the above
400
This is the number one factor when talking about high bills.
What is the weather?
400
Mr. Gray receives Social Security. He is concerned about late payments. This program might be good for Mr. Grey.
What is Bill Extender?
500
(Choose the best answer) A customer has had a deposit increase of $100.00 billed to their account. We would make arrangements for them by: (A) Actions, Account Actions, Deposits, Maintain Deposit Quote (B) Actions, Account Actions, Create Special Agreement (C) Object, Account Object, Select Business, Post Credit (D) Issue a Credit Department Request to have the deposit broken into installments
Actions, Account Actions, Deposits, Maintain Deposit Quote
500
(Choose the best answer) A customer has an RBD- Reserve Bad Debt that is less than 7 years old and wants to pay us by credit card. We should do this. (A) Advise the customer that they would need to pay the collection agency. (B) Send them to a paystation where they can pay by cash or money order only. (C) Provide the account number (if needed) and advise them to process through EZPAY or process the payment for them. (D) Advise them since it is under 7 years old we do not need a payment.
Advise the customer that they would need to pay the collection agency.
500
If you don’t click this button, while setting up a transfer, the accounts will not properly link and you won’t be able to transfer the deposit.
What is the Bill Account Transfer button?
500
When we speak of an SRD meter, this is what SRD means.
What is Service Remote Disconnect?
500
The Seasonal Rate runs from this period of time to this period of time each year.
What is March 1 – October 31
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