Rmails/EMMA
Mailing Address
Contact Logs
Change Campaigns
Payments
100
We send the ticket to dispute a returned check fee to them.
Who is Remittance Processing?
100
Mailed to wrong address, customer no longer at the address, customer didn’t check their box, post office lost it, or someone misplaced it.
What can cause Returned mail?
100
Required when crediting a fee back office.
What is a mandatory contact log?
100
*Average price *Energy charge *Delivery charges *Base charge
What is the proper way of presenting a RES plan?
100
$5.95
What is the processing fee?
200
Missing Final Bill ticket and email DRT
What do you do when you cannot perform a regular MVO because there is a pending FMVO?
200
Not updating the mailing address correctly can result in this.
What is a PUC complaint?
200
Conversion or Stephen Mathews
What is one word we look for to find renewal offers on REBS?
200
“Are you interested in our standard plan which gives you price security, an environmentally-friendly plan, or a plan that lets you benefit from shifting your usage?”
What is the new offer strategy for Sept/Oct campaign?
200
Can only be offered to prevent services being disconnected on or after the date indicated on the Disconnection Notice.
When can we process a One-Time Credit Card Payment for REBS?
300
This ticket type includes expected issue resolution date.
What is EMMA?
300
If there is returned mailed and cust is without power after 3 pm.
What is PLO?
300
Letter sent to let the customer know no cancellation fees will apply now.
What is EOC?
300
You can still send a price request form.
What step do we follow for LBP 1-3 without offers or to save?
300
Smartstart, Lite Up, deposit payment, DPP, REBS
Who should not be charged the processing fee at all?
400
To fix our customer’s rate since he has turned the home he grew up in into his business.
What is Price Investigation -> market class dispute?
400
Not updating and confirming mailing address corectly.
What is Internal?
400
Security Inquiry Contact Log
What is contact log is not required on Enrollments anymore?
400
No, demand/TDSP charges will still be applied.
Will a business customer avoid all charges if they turn off their main breaker?
400
One time bank draft, One time Credit card, Automatic bank draft, Automatic Credit card, Payment location, online and mail.
What are our payment options?
500
When the pending transaction screen comes up.
When do we send the Missing Final Bill and email DRT?
500
USPS.COM
Where do you verify mailing address?
500
When speaking or processing any transaction on the account.
When should you leave a contact log?
500
Customer saw a rate online and called in because they want the same plan and rate.
What is ME TOO for REBS?
500
The customer submitted a replacement payment for the returned amount of $_______. Please reset the payment amount and reallocate (clear) monies based on First In, First Out (FIFO) principles.
What is in the body of the email for a customer who has made the duplicate payment prior to the returned item posting to the system and that the returned item has been received?
M
e
n
u