MIMO & Enrollment
What is the standard timeframe for a customer to receive their very first bill?
4 to 6 weeks.
What is the minimum percentage required for a down payment?
15%
Which fee is automatically waived for any customer who signs up for Autopay?
The Security Deposit.
How many total points of comparison must you verify before discussing an account?
3 points.
To what specific email address must all media inquiries be sent?
media@wisemeter.com
What is the name of the request a customer must make when they are vacating their unit?
Move-Out Request.
What must happen to a customer's Autopay (PAP) if they enter into a payment arrangement?
It must be put on hold.
What is the percentage fee added to any payment made by credit card?
2.25%
What should you do if a customer call is dropped or disconnected?
Call them back one time and leave a voicemail.
Other than a deceased account holder, what is the only scenario where you can share info with an unauthorized third party?
A condominium owner dealing with an evicted tenant.
What is a Move-Out Request?
It is a formal notification from a tenant (or their property manager) informing Wyse of the specific date they will no longer be legally responsible for the utility charges at a unit. This triggers the final meter reading and the generation of a final bill.
When must the down payment for a payment arrangement be made?
On the same day the customer calls to set it up.
How many days after a bill is issued does a customer have to pay before it's considered late?
20 days (plus a 3 or 4-day grace period).
In what specific scenario are you not required to log call notes after an interaction?
General inquiries from people who are not yet customers.
What is the company's policy regarding accepting gifts or financial offers from customers?
Zero Tolerance
Where should you direct a customer if they cannot find their specific address in the enrollment portal?
Their Property Manager.
What is the most critical question you must ask a customer before starting the PA calculator?
"How much can you pay today?"
Does the company bill the customer before they use the electricity, or after consumption has occurred?
After consumption has occurred.
What is the mandatory first step a Customer Care Representative must complete before disclosing any financial information, such as an outstanding amount or payment history, to a caller?
Verifying identity before giving a balance.
Who must be present on-site during a service reconnection?
An adult (18+) must be present.
How many business days does it usually take for an online enrollment to be processed?
3 to 5 business days.
For how many months can an agent set up a payment arrangement without needing supervisor approval?
9 months.
A supervisor's approval is needed to waive any fee exceeding what amount?
$25
What is the target handle time (AHT) for customer calls?
8 minutes
Between which months is the company prohibited from disconnecting services for non-payment?
November to April.