move ins
MISC
Gas availability
billing
Random
100

Do we enter vacant homes? 

If so, can we use a lock box code?

If so, can we enter a staged home?

In all divisions

  • Tech will enter a vacant home as long as they feel it is safe
  • A lockbox code can be used
  • They can go into a home that is staged to sell (realtor-type situation)
    • Add this notation to the service order: Staged Home 
  • They will not get a key out of a mailbox due to federal laws
  • Please use – Tech will light appliances for the “Inside Work By”

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. 

100

Police officer calls to request information be sent to them about a customer's account. What do you advise or do?

  • Advise to submit request on agency letterhead
  •  Provide legal department contact information
100

What do you do?

Customer in Colorado wants to update their home energy report profile

Customers needing to update their Colorado energy profile should be transferred to ASSIST.

100

Where do we go to enable the meter image upload option

To enable this on a customer’s account, navigate to the Billing View Screen and click “Link for Meter Image”

100

Someone in Texas calls about a Job inquiry/Application status for a position they applied for in Amarillo call center. What do you do?

Have them contact 

Wanda Powell at 806-457-7302

200

Which bpem is used when service was disconnected less than 30 days ago and balance is over $200

zc43

200

Caller requests to file a complaint on a process for example complains about the bill, IVR, Website, our rules, etc

What do we do?

This is not a complaint on a person

Create an Interaction Record detailing the complaint

  • Class: Call Tracking
  • Action: Complaint/Compliment
200

what do we do?

If a premise shows up as retired in the system but gas service is being requested

submit a Gas Availability request.

200

When should customer bill concern order be sent?

Meaning at what point should we send this order

  • When the usage is higher than normal and there is no clear reason.
  • A Customer Requested Read has already been completed and showed the reading was correct and an investigation was needed.

Note: Only send a leak order if it meets the criteria as shown in Emergency Calls- Leak

200

When a Vendor calls in regards to inquiry about an invoice or payment for an invoice, what do you do?

send an email to AccountsPayable@atmosenergy.com. Include the following information:

  • Vendor Name:
  • Contact Name:
  • Phone Number:
  • Additional Information(as needed):   

Advise the Vendor that our Accounts Payable department will contact them to answer their questions.

300

Which state can we override for the 2nd business day out

KY

300

What is customer outreach program

In an effort to increase retention with customers that have an appliance or piping issue we will be reaching out to customers who receive a customer caution notice to let them know about the benefits of replacing their appliance with a new gas appliance/repairing their current gas piping.

300

What communication do you provide when you send a gas avail bpem

A field representative will contact the customer within ten (10) business days of a Gas Availability request.  The project specialist will discuss next steps with the BP.

300

How many images can be uploaded for meter image upload?

They can upload up to 5 images.

300

MS customers on a seasonal rate will not receive a bill for which months?

June through September

  • October invoice will include one base rate and charges for any consumption from June through September 
  • All past due balances from the May invoice are subject to the normal dunning process
400

What communication is provided when we complete a move in read only

  • Summarize the date, service address, mailing address, and phone number
  • We recommend you contact a plumber or qualified contractor with any appliance concerns
  • Amount of the Connection Fee if applicable.
400

In Mid-Tex,  for status of line locate status who can we call?

  • Status can be checked by calling the below contractor, when speaking to them:
    • Identify yourself as an Atmos Energy employee
    • Provide the ticket number 
    • They will then be able to look up the exact ticket status
    • Heath Consultants - 972-241-3510, Monday - Friday, 7:00 a.m. to 5:00 p.m. (Central)

 

Do not provide this number to customers. These phone numbers are for Atmos Energy employees only. 

400

what do you do?

BP has not been contacted, and it is after ten (10) business days since the initial gas avail request


Submit a Gas Availability Request with the following information.'

Include 2ND REQ in the BPEM Case Text line.  

400

What is distribution charge?

What are other names for it in other areas? 

  • Charge for delivering natural gas and providing safe and reliable service
  • Consumption charge or commodity charge
400

what is EEDBP?

Louisiana Energy Emergency Deferred Billing Plan

rogram to defer a portion of the natural gas bill

  • Available to qualified Atmos Energy residential customers in Louisiana
  • Begins when an energy emergency is declared by the Louisiana Public Service Commission
    (LPSC)
  • Enrolled customers are placed on the budget billing plan when an energy emergency is declared
  • May have a weather related dunning lock placed on the account when activated

 

500

If ‘Contains Errors’ or ‘Distributed’ appears in the Status column of the Moves Work Center, what process do you follow? 

  • Email the Supervisor Mailbox of the contact center you work in:
    • CSC - Waco- Move Reversals– Subject: Replication Error on Moves Work Center
    • CSC-Amarillo- Move Reversals– Subject: Replication Error on Moves Work Center
    • Include in the email:
      • Contact Account Number
      • Business Partner Number
      • Type of Move (Move-In or Move-Out)
      • Any additional information
500

If a customer has questions relating what can or cannot be done in relationship to the pipe or easement

What do we do?


Right of Way, Easement, and Encroachment Information

Email or give the customer the ph# of person in there area

500

What does synergy mean on a gas availability bpem

Simple terms: 

That a request has been created and sent to the local office to reach out to the customer.

500

After 24 months the bill image is archived and is no longer accessible thru CE. What is the process if the customer wants a bill older than 24months

  • For escalated requests only, send a ZC11 Billing Inquiries BPEM cases.
  • RM can pull up to 10 yrs of billing history in special circumstances
500

Customer has questions about the form for pressure testing their school in Fort Worth, TX. Who can they contact

  • Michael Archer.
  • via fax, ph# or mail
  • Required form - Advise them to contact the Atmos Energy representative Michael Archer.
    • Phone- 214-206-2879
    • Fax - 214-206-2132
    • Mailing Address:Atmos Energy Corporation
      ATTN: Michael Archer
      5420 LBJ Freeway
      Suite 1735
      Dallas, TX  75240
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