ProKeys
What title and description would you use for a customer that does not have an account, and you were able to start a successful remote charge with their credit card?
Title: Initiate remote charge- PPU
Description: PPU
What is the website address for EVgo 'Get in Touch' ? (Company Contact Directory)
Is there a monthly sub fee for the Pay As You Go plan?
*No monthly sub fee for Payg Plan.
What are examples of a Charger Crisis?
What do you need to click in Driivz when searching for ChargePoint chargers?
*Show 3rd Party
Which title and actual reason would you use for a customer clearing a past due balance?
Title: Billing - Past Due
Actual Reason: Billing - Past Due
What are some example of factors that effect my charging speed?
How full your battery is or your "State of Charge."
The duration of your fast charge.
The temperature of your battery.
Other loads are in use while charging.
Battery deterioration.
Your vehicle's current and voltage limits.
https://www.evgo.com/blog/5-things-that-affect-your-charging-speed/
What are the three categories of Time of Use (TOU) pricing?
*Super Off-Peak $
*Off Peak $$
*On-Peak $$$
https://helpcenter.evgo.com/hc/en-us/articles/4406318183575-Pricing-Structure
What are examples of Corporate Crisis?
What do I do if an EVgo customer who is using a Chargepoint station and encounters an issue with ending a charging session?
*If an EVgo customer is having issues ending a session at a Chargepoint station; Please refer customer to Chargepoint per troubleshooting.
Which title template would you use for a caller that wants to know the location of the nearest EVgo charger?
Charger- Location
If an EV has a CHADEMO connector can the EV enroll into Autocharge+ ?
Unfortunately, no. EV models that use CHAdeMO connectors do not have a unique identifier, and therefore cannot use Autocharge+.
What is the session fee for PPU?
$2.99 session fee PPU
What are examples of Social Media Crisis?
When a customer inquires about finding a ChargePoint charger; What filter must be selected in the app?
*Filters:
*Show 3rd party chargers
If a customer calls asking for a refund for a PPU; Do you need to provide the first and last name, e-mail address, and the last four digits of their credit card number when escalating to Customer Operations?
*YES!
First & last name, e-mail address, and last 4 digits CC.
Does Autocharge+ work on Roaming / Out-of-Network charging stations?
No, Autocharge+ is a unique feature on all EVgo owned and operated charging stations.
Are there idle fees for EVgo customers?
No, EVgo does not charge idle fees.
https://helpcenter.evgo.com/hc/en-us/articles/4406318183575-Pricing-Structure
What to do if Law Enforcement contacts EVgo Call Center, for a non-crisis related issue?
*Example: If Law Enforcement request's access to video footage at an EVgo charging location.
If law enforcement contacts the call center, for non-crisis related issues, escalate the issue to Customer Operations as a phone message or tell them to email support@evgo.com. *For example: access to video at charging location, customers car damaged by another customer, customer assaulted at the charger and wanting video access. And please remember: We don’t have access to cameras at any charger location.
https://helpcenter.evgo.com/hc/en-us/articles/360049064973-Crisis-Management-Plan
A customer calls and gives you the asset ID of A225DC1 and provides the address and wants a remote charge, what do you advise?
*"I apologize for the confusion. This charger is not on our network. Would you like me to locate the next nearest EVgo charger for you?" / OR Please refer Customer to correct network.
What title and description would you use for a Customer that wants to report a complaint?
Title: Complaint- Reason
Description: Complaint Description
What are three types of EVs?
*Battery Electric Vehicle
*Hybrid Electric Vehicles
*Plug-in Electric Vehicles
If a session starts in the Off-Peak time band and ends in On-Peak, what rate is applied to the charging session?
Only session start TOU period applies, if you start the charge in Off-Peak you will pay Off-Peak rate for the full charge period, even if it ends in On-Peak.
How to report a crisis? (7 steps)
1. Agent creates issue in Driivz as they are speaking to the customer – see below for how to create the issue
2. The subject should be CRISIS with issue number and marked High Importance
3. Agent should do the following:
a. Agent calls the crisis line and provides the Issue number
b. Agent posts in Crisis Teams channel
Title the issue: “Crisis – (Charger / Corporate / Social Media)”
Please collect the following data and notate in the EVgo Crisis description template:
1. Time the incident was reported.
2. Name of the driver involved with the incident.
3. Make and year of the EV.
4. Charger ID/Name including address.
5. Current state of the charger and site as reported by driver or caller.
6. Ask the driver to provide images and include the issue number in the subject line. Send to support@evgo.com.
7. For all crisis issues, please get contact information (name, email, phone, agency) and what the crisis is. Follow the description templates.
In a crisis, please CONFERENCE CALL the Crisis Management team using the Five9 Speed dial "014"(561-899-1941 / Available 24/7). If you don’t receive an answer, keep trying.
Can an EVgo Customer start a session with EVgo app or RFID card at Chargepoint stations?
*Yes, your EVgo app or RFID program card to start your charging session at Chargepoint.