CCB Navigation & Procedures
This system is used to track LADWP customer accounts, payments, and service agreements.
CCB (Customer Care & Billing)
This CCB feature is used to log customer interactions and follow-up requests
Customer Contact
LADWP bills most residential customers on this type of billing cycle
Bi-monthly
CSRs should always start customer interactions with this action
Greeting the customer professionally
Customers can start or stop service by using this method
Online, by phone, or in-person at a Customer Service Center
This CCB section provides a historical view of all accounts and service agreements
Account Tree
When a customer reports damaged water meters, a CSR should issue this type of request
Water Trouble Call
This CCB feature allows customers to spread out their payments into monthly installments.
Pay Plan
When a customer is frustrated, CSRs should use this skill to show understanding
Empathy
This is the minimum notice a customer should provide before stopping service
One business day
This CCB feature is used to check past and current billing details
Bill/Payment Tree
The two most common reasons why a service request would be delayed
Unpaid past balances and unsafe property conditions
If a customer wants to set up automatic bill payments, they should enroll in this program.
Auto Pay
A customer's first impression of a call is made within these many seconds
7 Seconds
If a tenant moves out, the property owner can keep service active using this.
Landlord Agreement
These are the two main sides of the CCB V-Model.
"Person (Left) and Premise (Right)"?
This procedure is required before installing a new LADWP service meter.
A Service Planning inspection
The Billing & Payments tab in CCB allows CSRs to view this.
Past bills, payments, and adjustments
The best way to verify understanding when assisting a customer
Repeating the customer's issue back to them
When a service transfer occurs, customers must submit these
Start/Stop dates
This CCB function is used to create notes for field representatives
Premise Notes
This department investigates suspected electricity or water theft.
Revenue Security Unit (RSU)
If a customer requests a payment extension, they must meet this condition
Having no more than 2 broken pay plans in the past 12 months
This is what A.S.K. stands for in customer service training
Attitude, Skills, and Knowledge
If a customer is moving out of the service area, this is what they must do to get their final bill.
Request a Stop Service order and verify the forwarding address