:)
How is the amount we owe to the customer, or the amount that the customers owe us called, if they are enrolled in AMB? Hint: (you can find it in a separate box in the INVOICE/BILL)
Cumulative Balance
TXU Energy charges a Late Fee when the account becomes past due. TXU Energy also charges a Disconnect Recovery Fee when the account becomes disconnected and reinstated. The amount of those fees are:
5% Late Fee and $25 Disconnect Recovery Fee
How long could it take for the actual Pledge Payment to arrive and be placed on a customer’s account?
60 Days
FIX DUE DATE: Eligible customers are able to change to any weekday date on the monthly calendar as they wish? TRUE or FALSE?
False. They can only choose from the dates CXT has available.
In what section in CXT would you add a Security Password for authentication purposes for the customer?
Primary Tab
Mr. Snowflake requested to have his service disconnected on 10/1 and wants to know an approximate time the service will be disconnected. You should advise:
The service could be disconnected starting from midnight (12 am) of 10/1 and throughout the day. Yes! as early as 12 am!
What are the documents that are included in the Welcome Kit? HINT: There are 3
TOSA (terms of service agreement), EFL (Electricity Facts Label) & YRAC (Your rights as a customer)
If a customer says: “I’m not sure, what do you think is my best payment arrangement option?” is good evidence this customer is what type of Communication Style?
Amiable
What is the name of the section where you access the customer’s account? HINT: The section whee you look up the account.
Interaction Launcher
Jairo receives a call from a customer that has been disconnected for non-pay. Mr. Crush wants to make the payment. Where does Jairo have to go in CXT to help the customer make the payment for a RECONNECTION?
Reconnect.Which is found in 2 different places:
Credit details, Alerts section & Billing
Mrs. Grapette received a bill showing an average rate of 25 cents per kWh. She wants to know how TXU Energy calculates this average rate. What is the formula that we use to calculate the Average price?
AP= Base Charge + Energy Charges + TDU Charges
---------------------------------------------------------- Divided KWH Used (Consumption)
Where in CXT can you find what type of meter the customer has?
Premise Details
Mr. Tiki calls asking for a few days to pay her bill. Her account is flagged as No Checks. What are her payment options?
Credit Card, Debit Card, and Cash at an authorized payment location
When a charity organization calls and announces they are making a Pledge payment for a customer, that promises to pay, the Pledge shows as an immediate payment? TRUE OR FALSE?
True. It does show as an Inmediate Payment since it will be counted as one. We can reconnect the customer if it satisfies the reconnection amount and then TXU just waits for the real payment.
Which is a program of the Texas Health and Human Service Commission that helps Texas citizens connect with the service they need? HINT: What number you need to recommend the customer to call for help?
211 Texas
From the main page of CXT, where do you go to place an Adjustment on the customer’s account? HINT: Tricky!
Billing
If a customer says: “I need you to do this right now. Let me know when it’s done”, is good evidence this customer is what type of Communication Style?”
Driver
You are helping a customer set up Average Monthly Billing. You determine the AMB amount is $125. The customer asks if it will be the same amount each month. What should you advise the customer?
That is not going to be the exact amount every month./ It will vary.
From the following options, choose 1 that you CANNOT use to look for a customer's account in the interaction launcher.
1. Confirmation Number
2. Account Number
3. Telephone Number
4. Invoice Number
Confirmation Number
If we recieve a call from a contact, we need to authenticate the contact. What would you do if while verifying the contact's SSN he/she gives you the primary's SSN?
Ask the contact to provide its own SSN.
Joshua, who has a PAST DUE balance of $50 and a TOTAL DUE of $150, called today to enroll on Autopay. Is he eligible for Autopay?
He has to pay the TOTAL AMOUNT DUE (which already includes the past due balance) before enrolling on AUTOPAY to be elegible.
If you see a Green Leaf icon in CXT in the Premise Details section, that represents:
Cx is enrolled in a plan called Clean Energy Credits called: Solar Panels
Where in CXT can you find when the customer is schedule to receive their enrollment deposit back to them?
Credit Details
Mrs. Cheetos is calling because she just enrolled with TXU Energy and doesn’t understand what her rate is. She finds the EFL confusing. How would you explain the customer’s rate using this EFL?
Creative Answer (5)
Where do you go in CXT to find the most information concerning Guardlights?
Premise Details