Processes
It is mandatory to offer this on every enrollment and price plan change
What is Greener Life?
Switching or causing a change in a consumer's marketer without their authorization
What is Slamming?
This plan has an introductory offer where for the first two months the price per therm won't change and there is no CSC
What is the Market Intro Plan?
Provides real-time, reliable customer information that CSRs can access quickly
What is Banner?
You would use this when searching for a premise with a long address
What is a wildcard search?
if a caller is authenticated in Five9, CSRs are required to verify these
What is the name on the account, name of the caller if different, and the full-service address?
This happens when an agent creates an enrollment service order for the wrong service address in AGLC's GCMA system
What is Turn-On-In-Error (T.O.I.E)?
All new non-ACN customer's are eligible for this plan if they pass the GNG credit check criteria
What is the Pre-Pay Plan?
Automated system CSRs are able to use to create enrollments?
What is VBOT?
These are the 4 charges on a customer's gas bill (Excluding one-time charges such as late charges or connection charges)
What is the Gas Charge, AGLC Base Charge, Customer Service Charge and Taxes?
This entails viewing the customer's screen and seeing what they see
What is a Proxy Login?
This retains bank draft transaction history
What is the Bank Draft Maintenace Form?
This price plan will guarantee a savings of at least 5 cents per therm less than MVS
What is the Market Advantage Plan?
History of dates the consumption for the meter reading period was billed AND the meter reading dates
What is the Service History Query Form?
GNG SONP accounts have an accelerated timeframe for submission to a collection agency. These accounts are sent to a collection agency when...
What is immediately after the final bill becomes past due?
Gas price MAY change at this date and time
What is the 5th of the month at 4pm?
current GNG customers who have a pending Marketer Switch with a different Marketer
What is a V.I.P customer?
This price plan is only offered for about 3 months out of the entire year
What is the Winter Guaranteed Bill Plan?
What two numbers are required in OMS before the enrollment can be completed?
What is the AGLC Account Number and AGLC Service Order ID
This is the company code for GNG
What is 597?
This error message in SecurePay informs CSRs that the issuing bank has detected a security concern with this card
What is Code Number 63?
Shows a record of all NSF charges, SONP requests, Late Payments, missed PYARs, Disconnect Letter dates, Late Payment Charge (LPC) and NSF (Non-Sufficient Funds) waivers
What is the Credit History Form?
Agents must input the premise consumption history information from Atlanta Gas Light Company’s GCMA system into a tool that is available in OMS
What is the Commercial Fixed Price Eligibility tool?
You would visit this page to get a list of Natural Gas Appliances that may or may not be present at a specific service location
What is the Premise and Meter Details Page in GCMA?
This line should be used when requesting assistance prior to getting a supervisor?
What is the ESCALATION LINE?