D
What are the 3 parts of the call closing?
Summarize, ask for further assistance and brand with PECO
What are three things we must address with the customer in EVERY call?
balances, payment and FSMT
True or False- We MUST place a Utility report (hold) if the customer has a disconnection notice and a hold hasn’t been placed yet.
True
If a customer declines the DPA offer and a disconnection notice exists, what Utility report would you use?
Customer Refused
What is the max number of months for a level 3 DPA?
12 months
What 2 things can billing not assist with no matter what?
Payment Agreements, Cap
To be eligible for an MPO the account need s to have a balance of what?
$200 or more
What should be done if the current bill due date is in more than 14 days when REINSTATING a DPA?
Create a payment processing refund adjustment TO DO
What should be done if the current bill due date is in 14 days or less when Creating a DPA?
Process the DPA in CC&B or the Wrapper
PPA is a CAP benefit for customers that are what?
enrolling in CAP for the first time
what is the minimum monthly payment for CAP Gas residential heating?
$20
for theft of service how long before a customer can reapply for CAP?
1 year
What assistance program is available for customers who have a temporary personal or financial hardship?
Cares
What is the defaulted agreement requirement for the Reduced Restoration?
less than 2 defaulted agreements
On a repeat call, what should you do on a previously quoted restoration amount was incorrect?
Honor the previously offered amount even if it’s wrong
How many installments can a level 3 customer get on the RR payment agreement?
12 months