Your Trusted Advisor
True or False..
Is it necessary to review customers rates when they call if they're original reason for calling had nothing to do with their price plans?
What is True?
This is the page agents should open up at the beginning of a call to update customers preferred communications.
What is the Preference Management?
This is what we automatically renew customers on after the customer’s Loyalty contracts expire.
What is the longest-term fixed rate OR EasyMax 3.0 on a 5 year fixed rate?
This is the amount of days’ notice we ask RRO customers to give for move outs
What is 3 days?
What is our referral promotion?
This is something you do proactively to ensure the customer is billing on the best price possible?
What is Rate Fit Them?
This is the page you would look at to see a customer’s payment history/ late payment charges and invoice outstanding amounts owing.
What is Account History?
True or False..
The Checklist and Short Scripting is required to read when completing a Price Plan Change.What is False?
RRO services are only offered to these types of areas.
What are Incumbent Service Areas?
True or False..
Customers can qualify for EasyMax with PAC by transferring into CC IVR.
What is False?
The only method of qualifying is PAP or CC to register for EM services. We cannot transfer to CC IVR for means of setting up EM.
This is the email we would need to send an investigation if payments were misapplied or lost?
What is paymentprocessing@enmax.com?
This is the page you would go to in order review/ troubleshoot high consumption inquiries and also send out duplicate invoices?
What is the Bill Analysis Tool?
This is credit amount a customer will receive if they switch from EasyMax 1.5 (with $0.99 Gas transaction fee) to Loyalty.
What is $100?
This is the deposit amount applied to a townhouse with electricity, and water/sewer.
What is $225.00?
After 12 months of being on a budget, this type of bill will produce to show any credit or debit left over from the budget.
What is Budget Settle-Up?
True or False..
The Customer has choices and its our responsibility to assist them with it. We cannot make the decisions for them; that is a breach of Code of Conduct.
What is True?
You must always make an attempt to inform every single one our customers to the best of your ability.
This is the page you would access to view market transactions, meter exchange information and SRN’s and SRO’s.
What is EDATEXMON01?
True or False..
EasyMax Web Enrollments need to be manually processed by an agent if an exception came through IC-Web.
What is True?
Agents are required to complete the EasyMax move ins for these customers.
Additional documents that may be required include, but are not limited to, the following:
Customers will get their Security Deposits back after 1 of these 2 scenarios.
What is after 12 months of on time payments or when customers end services?
On ISU Index Menu, what T-Code is used to look up items sent to an external collection agency?
What is FP03L?
Customers are calling us looking for trusted advisors, straightforward answers, and assistance in making informed choices. We need to provide excellent customer service by sticking to 4 specific call flow methods.
What is Connect, Discover, Resolve & Recommend and Confirm, Recap & Close?
These are the two 4 digit codes we use when applying a MIRA.
What is Sub transaction 2501 and Main Transaction 6000?
This is the exact promo code you would use as an extra incentive for a new customer on the fence for signing up with us?
What is SHOPPER50C?
When a RRO customers risk is 3, is a deposit required if looking to transfer service or add a new location?
What is No deposit required?
Risks 1 & 2 are considered to have a deposit required.
This is who you call of you are experiencing issues with SAP.
What is CEM (514-7950)?