MIMO & Enrollment
How many business days does it usually take for an online enrollment to be processed?
3 to 5 business days.
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).
What should you do if a customer call is dropped or disconnected?
Call them back one time and leave a voicemail.
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 minimum percentage required for a down payment?
15%
Does the company bill the customer before they use the electricity, or after consumption has occurred?
After consumption has occurred.
What is the target handle time (AHT) for customer calls?
8 minutes
Who must be present on-site during a service reconnection?
An adult (18+) must be present.
What is the standard timeframe for a customer to receive their very first bill?
4 to 6 weeks.
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
In what specific scenario are you not required to log call notes after an interaction?
General inquiries from people who are not yet customers.
Between which months is the company prohibited from disconnecting services for non-payment?
November to April.