ESID Not Found
Besides closing the emma case, what's another thing that needs to be closed out?
If the customer has a web enrollment, it should also be closed out
What information do you add on the spreadsheet. (Provide ALL information)
Date Requested, Company Code, Account number, Check Number, Issue Date, Check Amount, Customer Name, CSMR Agent name
Refund checks can be generated on accounts with
What is a Credit Balance
The name of the portal to create payment history's for the customer
SQL Server Reporting Services.
Where can you go to locate all the step actions of all the skills we have discussed so far?
Kip
While processing an ESID NF, you encounter a POS ID hold. What do you do?
Customer has been notified about hold already. Process ESID NF as normal
Who do we send the spreadsheet to be voided?
Marlene Aguilar and Virginia Belto
CSMR will be handling the request for an investigation of a missing refund check if it is determined to be
Over 21 Days
Where do you send the info to the customer when they request to send via mail or fax?
CSMRoutgoingmail@nrg.com
What is SPT?
Special Protocol Team
If the address on the emma case shows apt 1 but ESID look up tool shows unit 1, should you enroll the customer in this ESID?
Yes, apt, unit, trlr, lot are all forms of separating the property addresses and unless its a "non-residential" meter then yes you can enroll the customer
When are checks unable to be voided due to balancing of books from accounting?
At the end of the month
If the Refund check has been cashed what do you do first?
Contact the customer and advise of our finding
What type of format do you send the customer their info?
PDF format as we NEVER send the customer their information through excel
This hold is placed on an ESID preventing service with any REP from being established
Switch Hold
When looking for an address, the only ESID number that is found is an Inactive meter. Should you enroll the customer? Why or why not?
Do not ever enroll a customer on an Inactive ESID as the ESID is no longer serviceable/retired
When a case is opened but you find the credit on the account instead, what do you do?
Open a referral to credit balance refunds and close the missing refund check case as invalid
What option do you use to add the credit back to the customers account?
Process on the EMMA case using DOA button
If customer needs deferred balance information on their payment history, what action do you take?
Do NOT delete rows L and M as those rows show the deferred balance info for the customer
When processing an ESID NF, you encounter an error with the ESID and rate plan. What do you do?
Call the customer to advise the ESID does not belong to that rate plan and they will need to select a new plan
If you are able to locate the meter but it shows to be an inactive meter, what do you do?
Advise the customer the address is inactive and to call the TDSP to create a new meter number. Once the ESID is created, customer needs to call back in 24-48 hours to process a new enrollment with new ESID number
What 4 options are refunds sent?
When do you process the DOA?
Day 2 After the void is completed
What is the maximum timeframe allowed for a Payment History?
24 months
Where can you find the missing refund check email box
WSCO