NATURAL GAS 101
This substance is extracted from wells and used for heating and cooking. It is also lighter than air.
What is natural gas?
Customer relationships have 2 responsibility types. Name them.
What is legally responsible and show name on bill (Y, Y) and not legally responsible and do not show on bill (N, N)?
This is created when the agent is unable to resolve the issue immediately.
What is a work item?
This person is not listed as primary on the account but is able to obtain confidential information with the permission of the customer of record.
Who is the Related Contract Customer?
WEC has 6 utilities and each utilities has its own website, name them.
What is WPS, PGL, NSG, WE, MERC, MGU?
These 4 strategies will guide us through call flow, to a successful result of reduced handle times, consistency, achievement of first call resolution, and satisfied customers.
What are First Impression, Job Knowledge, Value Customer, and Final Impression.
These can be considered a utilities cash register.
What are meters?
Karrie wears 2 hats in this classroom. One is a trainer, what is the other?
What is IT?
These lines are managed by interstate pipeline companies, not the local distribution company.
What are transmission lines?
There are multiple ways to search for our customers’ information in Open-cIS. These are the 3 most common ways to search.
What is Customer Icon, Premise Icon and the Contract Icon?
This work item is created to communicate work that needs to be done by another work group or person urgently.
What is an Immediate Work Item?
This person is not the customer of record or a related customer but has been provided authority to access the account for a specific reason.
Who is the Third Party?
This allows customers to access information and perform routine tasks on our website.
What Web Self-Service?
Considering your tone and providing security to the customer are qualities of this strategy.
What is First Impression?
This process automatically reads a meter from a remote location at scheduled times or on-demand.
What is Automated Meter Reading (AMR)?
The female version of this name is Charlotte, Caroline, Charlene, and Carla. Otherwise known as Kelly's father's name.
Who is Chuck/Charles?
This device is used to maintain or change gas pressure at the gate station, main and the house.
What is the regulator?
These can be used when documenting accounts however NOT when adding notes to a service order.
What are approved abbreviations?
This work item type is used when the item you are going to request is something that you yourself are unable to do, such as Sending an S or T report, daily reading report, etc…,
What is the Work Requested?
This act requires utilities to validate the identity of new customers in order to protect customer identity and their information.
What is Fair and Accurate Credit Transaction Act (FACTA)?
This allows a customer to access billing information/perform routine tasks via the Interactive Voice Response (IVR).
What is the IVR Self Service?
Identifying the issue and taking action are qualities of this strategy.
What is Job Knowledge?
These are the measurements of electric energy and natural gas that are used to calculate the monthly usage. Hint: 2 answers
What is a kilowatt hour (kWh) and a therm?
Kelly has mentioned her son, Collin a number of times. What year was Collin born?
What is 1995?
This odorant is a safety feature that is added to natural gas to reduce the risk of not smelling a natural gas leak.
What is mercaptan?
These assist with documenting an account using the RARE Method.
What is Who? What? Where? When? And Why?
This tool can be found in OLE to assist in the type of work item needed depending on a scenario.
What is the Work Item Cheat Sheet?
FACTA helps us validate this of a new customer during our application for service process.
What is identity?
TRUE/FALSE If a customer is struggling with the Virtual Assistance Web chat, you tell them too bad, and they have to figure it out.
What is false?
Listening actively is a quality of this strategy.
What is Value Customer?
When an actual meter reading is not available, Open-cIS calculates an estimated reading to bill the customer based on what 2 items?
What is History of usage at the Premise (consumption) and Degree Days (weather)?
Karrie's granddaughter's nickname is this.
Who is Lovie?
This illness or poisoning is caused by improper appliance maintenance or inadequate ventilation and is produced by an incomplete combustion of fossil fuels.
What is carbon monoxide?
This is a unique identifying number assigned to each premise when a premise is added and always stays the same regardless of who moves in or out of the premise.
What is the premise ID?
This work item type is used when creating a work item if it’s something that you yourself would normally be able to do, but just can’t at this point in time because of system limitations I.E. needing to set up Budget, Turn on to prevent order stacking, LL revert call on a Sunday.
What is a Note follow up?
These 5 items should be obtained when adding a new customer into OcIS.
What is the full legal name (including MI), social security number (SSN) date of birth (DOB), previous address and DL or State ID.
These are the 5 items that a landlord and property manager can do on the Landlord Portal.
What is: View responsible person: Landlord or Tenant, View Alerts (Regulatory alerts on all properties and Account alerts on Landlord properties), View average usage and average bill information, View Property Usage History reports and Manage reversion options and notification preferences?
Summarizing, branding and showing gratitude are qualities of this strategy.
What is Final Impression?
This tool can be used to determine a meter reading based on a customer’s request to change their bill date.
What is the Meter Reading Schedule?
Kelly is going to her goddaughters wedding this weekend. What hotel is she staying at?
The Wilderness/Glacier Canyon Lodge?