MVI Turndown
Name of the Portal where you can find the Builder Multi Family information
BMF portal
How to notify the customer of a MVO turndown?
Send a MVO turndown letter through Messages Tab and then Send Correspondence to email address on file
If you receive an ESID NF for a customer wanting to enroll with Reliant and you check ZEVIEW and they already enrolled with Green Mountain Energy, what should you do?
Process the ESID NF anyway
How many portals are there?
Which one should you check?
How often do you check?
There are two portals
You should check both
Check the portals daily
In a switch turndown, what is the primary form of contact?
Call the customer
What is the primary method of contact when notifying customer of the MVI turndown
Notify by email address
What to do when the customer was MVO due to DNP?
Check to see if a payment is made
If payment has been made, do not send a new MVO
If payment has not been made, resend the MVO
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 do you do if the customer owes a balance?
Call the customer to see if they can pay the past due balance
What should you do if you accidentally send an email under the incorrect NRG brand?
Attempt to recall the email first ASAP
Notate the account stating that the wrong NRG brand was sent and to let the customer know if they call in
Send email under correct NRG brand
What to do if the MVI turndown reason is "Other" or "Misc"
Call the TDSP to find out the reason
What type of MVO should be submitted when resending a MVO
A 2MR MVO
While processing an ESID NF, you encounter a deed/lease hold. What do you do?
Proceed with completing the ESID not found and call the customer to advise of the Deed/Lease hold
If the customer agrees to pay the balance, what do you do?
Transfer to the IVR to process a payment
Verify within 1 hour if customer's payment was processed. If processed, complete customers non-call enrollment
In an ESID NF case, you are looking for the customer's address that is 4204 Mason St. You found two addresses, one shows:
4204 Mason St
4204 Mason St Temp
What would you do?
Enroll 4204 Mason St because 4204 Mason St Temp is a temporary meter that should not be enrolled.
What to do if the MVI has already been resubmitted
Close the case out, no action taken
What do you do if the reason of the MVO Turndown is "customer not ready"
Call customer to determine if a new MVO date is needed and submit the new MVO if the customer provides a new MVO date
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
If the customer agrees to make the payment and they do not make the payment within an hour, what would you do?
Note the account and close the portal issue
In an ESID NF, if you found the address and attempt to proceed the ESID NF and it does not allow you to continue, what does that mean?
It means the ESID NF issue has already been completed. Checking contact log and ZEVIEW will allow confirmation
Check to make sure it is same customer on Zeview and if it is then close out case.
If a MVO is turned down for permit needed and customer is in the TNMP area, what would you do?
Send a B44 meter removal MVO
When looking for an address and the only ESID number that is found is an Inactive meter. Should I enroll the customer? Why?
Do not ever enroll a customer on an Inactive ESID as the ESID is no longer serviceable/retired
Besides closing the portal issue, what other place should you add the customer's info?
The CRT database
In an ESID NF, what would you do if a POS ID hold pops up during the ESID NF correction?
Complete the ESID NF issue and call the customer to advise of POS ID hold on the account.