Fun
Explain in simple terms what is the GCR/PGA
gas cost recovery or price of gas
I use this workcenter/screen to schedule an active cust reconnect?
click on service orders then turn on active cust reconnect
Commercial customer is off for dunning requests an IP what do you do?
Take the required initial payment, minimum ½ of the past due balance and then place a dunning lock on the acct.
What are 2 reasons the service will not revert back into the LLs name?
You are processing a move in and the customer stated they moved in 3 months ago what do you do?
send zc49 bpem and note the exact date move in and req we backbill the customer
Explain cust charge in simple terms
base rate for having an active acct
or
cost of doing business
or
cost for maintaining our customer account records or natural gas facilites
What safety question must you say on every turn on service order
Mr./Mrs. Customer, are there any safety conditions or other reasons an Atmos Energy Technician should not enter into the home or building (property)?"
Technical Master data
Do we enter vacant homes? If so, what is the process? If not, why not?
In all divisions
Reminder: The tech will use his discretion to determine if the dwelling is safe to enter and if the appliances are safe to light. In most new construction homes, we do not light the appliances because it can void appliance warranties.
Today is Monday and when we try to book a move in turn on, Friday is showing the soonest avail? When do you schedule their order for? I am in Mississippi
Override for the 3rd business day out or in this example Thursday
except for KY we override 2nd business day out
Gas was turned off for leak/coac/dunning if the customer does not call back to restore, when does it final out?
after 25 days
If a customer answers "I don't know" to the safety question, when scheduling any turn on order, what must you note on the service order notes?
"Safety Conditions Unknown– Tech confirm upon arrival"
My gas was turned on Monday, I call Friday and say I want my water heater pilot relit. What do you do?
If the caller states pilots did not stay lit and the following time has elapsed since service was connected
Anytime a NEW BP is attempting to start service at a premise that was disconnected for dunning in the last 30 days and the balance is over $200.00? We should do what....?
we should not start service. In this situation send a ZC43 Fraud/Verification Investigation (Priority) BPEM.
Which states do we book dunning reconnect for next Available business day?
Louisiana, Mississippi, and Texas
George's restaurant has a deposit that shows $1,000 what can you offer in order to waive the deposit?
For them to send a surety bond or Irrevocable Letter of Credit.
I go to this fly out to see a termination notice
ad hoc correspondence fly out, correspondence list
BP states they moved out 3 months ago but they are still getting a bill, You look in the IR notes and see that they did request a move out. What do you do?
send bpem zc49 and note to change mvot date to the date the BP requested per the IR notes
What time frame do we advise the customer on when they will be contacted, when we first send a gas avail request?
Today is Tuesday, In Colorado, you are booking a dunning reconnect and the next avail date you see is Thursday? When do you schedule the appt for?
Override for all day appt for Wednesday
In CO appts for dunning reconnects are next business day
When creating the Active Customer Reconnect or Active Installation Relight order and you do not see the correct order in the drop-down, what do you do?
Email the account information and Notes for the service order to your supervisor for investigation. Provide the customer with the required communication for the order.
How can I see the expanded s/o notes for a service order? What steps do I take?
copy your s/o #
go to summary fly out display s/o
paste my s/o # and hit enter
then click on the paper icon with the glasses at the bottom or go to operations tab and click on paper with glasses icon
You are scheduling a seasonal disconnect order and you get the error “Contract is currently moved out Seasonal Disconnect is not possible " What do you do?
Include the following in the email:
I am going all electric and want you to remove my lines and the meter? I have an active account and gas is on. Which orders will you schedule? Also who has to request this?
Process a move out
if a read only sch hcls and note to pull mtr
Ask if owner of property/city official/fire dept
Submit retire srvc request
Tech finds a leak while completing a move in turn on. Customer calls back once repairs are made. When do we schedule the appt for?
Next avail workday
Leaks found on turn on orders are scheduled for next available business day not same day