INTRODUCTION
The attendance line phone number
What is 678-376-6970
Someone the account holder has authorized to make payment arrangements and discuss their account in detail on their behalf
What is an Authorized user?
G110
What is the alert that will display when a customer payment is 1 to 14 days past due and it will show the disconnect date if the balance is over $99.99?
Prevents an account from being locked off.
What is a dunning block/lock?
The acronym for our values
What is PRICE?
Only the account holder.
What is the only person authorized to update the BP information?
G120
What is the alert that will display when a customer payment is 15 to 27 days past due and it will show the disconnect date?
$75
What is the fee for same day reconnection?
The furthest we can go for the customer from their scheduled disconnection date.
What is two weeks?
End of day Procedures
What is close out all programs and email on your PC and log off and End Shift on Five9. Shut down your computer at the end of the day- Monday thru Friday?
Give just the amount of the past due unless there is no past due – then you can give the total.
What is the information you can give a caller if they are not an authorized user, but they would like to make a payment?
G130
What is the alert that will display when a customer payment is 28 days past due and is scheduled for disconnection?
Thirty days after an account is locked off, a force move out is completed by the system.
If a dunning block must be placed more than two weeks after the date the call, but no more than two weeks after the disconnection date.
What is email DWR Customer Service?
The DWR Standard Greeting.
What is - Thank you for calling Gwinnett County. My name is ——-. I will be happy to assist you today; may I have your account number or service address?
On the CRM Identification screen on the Technical Master Data side under Premise information in field Owner Name/PIN Number.
What is the field name on CRM where the spouse's name is located?
Cash Only
What is the alert that will display when a customer has 3 returned payments?
Payment Information/Payment Advise, Request for Extension.
What is the class and action for an official payment arrangement?
When you process any type of same day service request, please copy the long text work order details (when you click in the work order) and paste the information into the note.
What is the Same Day Service Note?
What is Customer Care Vision?
Master Data Change/ Add/Remove Contact Person.
Disconnection Completed
What is the alert that will show when service is locked for non-payment?
$250
What is the tampering fee charge?
The software used to see of a work order has been assigned or completed/disconnected.
What is Archlogix?