Installment Plans
3 areas of the account you should check if the customer is calling for an Installment Plan?
• What is the last time the 3596 was updated?
• What is the last Installment Plan/Deactivation reason?
• How many Installment Plans has the customer had in rolling 3 month period.
Customer just purchased a new stove, their only gas appliance, and it is not working.
You would create this order.
What is a No Gas / Gas Pressure?
Customer services were locked for non-payment 5 months ago and is now moving to a new location.
Their average monthly bills are $250.
When processing the move in, you will complete the following in order for the customer to receive service at new address.
What is:
Deny and ask for a deposit of $500.
Transfer any balance and set up an IP.
Customer is being transferred from NetTel, you have no customer information, and the customer begins discussing the account.
You should always complete the following.
What is verify the customer?
The phrase that the training team uses to encourage a positive and productive call with the customer.
What is "have conversations not confrontations"?
Customer has an IP because they received a HEAP credit.
In S4 you can navigate to this screen to see the type of HEAP credit and the date the 30 day extension expires.
What is CAA3?
Contractor was backing up into a customer's yard and tapped the gas meter.
There is NO gas smell. You would create this order to have the meter checked.
What is a Gas Odor Order?
A local CVS is opening at a new property.
There is no history to pull to calculate the security deposit.
In place of asking a SNUB for a deposit amount, you may also do the following.
Check for a neighboring CVS and quote the deposit amount based on recorded usage from the similar property.
You have the 3 dots of death in C4C, customer is waiting to discuss their account.
The one thing you should avoid saying is.
What is my system is slow/not responding/stuck?
You find an OPSS page that is outdated. Your point of contact to have it updated would be.
What is the training team (Melissa/Dan/Team Leads)?
If the customer has a $3000 balance, has never had an Installment Plan, and just based on the installment plan guidelines, you will offer the customer this Installment Plan in increments.
What is 18 months?
The overhead power lines that run pole to pole are taut and there is intermittent arcing on the line.
You would create this order.
What is a Trouble Order?
Customer is reporting ID theft on a previous bad debt account from 5 years ago.
You would proceed with the move-in by advising of the following.
What is inform the customer of the ID theft process, which is complete a police report and return ID Theft packet on 30 days?
While on a call with a customer, the one thing you should avoid is this.
What is long periods of silence/dead air/mumbling/beat boxing?
Upon your introduction on the call, the customer asks for a supervisor. As a CSR you should do this.
What is ask the customer to please allow for you to try and assist them and ask about the reason for the call?
The customer has $500 positive ability to pay.
Based on this information you would offer the customer this monthly installment.
What is a $250 monthly instalment plan?
New customer has gas service at the location that the previous customer had shut off.
After advising the customer the earliest we can have someone out (based on mobility appt schedule) is 2 days out.
The customer then states that they smell gas. You would create this order and take these extra steps.
Create a Gas Odor Order.
Note in the order services are off, customer requested to have services connected sooner than available and advise dispatch of this information.
The customer received their FTN.
They call in and say if someone comes to lock their services they will have a problem.
As a CSR you should do the following.
What is note the account?
What is advise security of the threat?
There is an elderly customer on the phone who is looking to pay their bill with their credit card.
For optimal customer service, you should do this.
What is warm transfer the customer to Kubra and provide the customer with the Kubra phone number?
*Also make sure the customer has their account number*
Customer stated they will self-harm because they cannot pay their bill. Your role as a CSR taking the call would be to do this.
What is immediately alert a supervisor and provide the caller's current address or location and note the account with relevant details?
Customer...
...has a balance of $5000.
... has had 3 installment plans in the rolling 12 months.
...has had a signed mparr ($10) as one of the agreements.
...has exhausted all assistance program resources.
...has been paying $150 every month on the balance.
... is not on a budget, but the budget is $150 a month.
...after discussed, can pay $$750 today.
The recent 3596 is positive $100.
To assist the customer, you can proceed with the following.
What is:
Accept the downpayment of $750
Educate and offer the customer the budget ($150) for billing consistency.
Set up a courtesy installment plan ($208 for 24 months) because the customer has shown effort in paying when paying the $150 every month.
The installment plan would be BB of $150 plus $208 equal to $358 a month for 24 months.
Customer stated when they walk near their pool, the ground around the pool is giving off a shock. You would create this order.
What is create a Hot Ground (Same Day/High Priority) Service Order?
Order Type: WRTO
PM Activity: Check Secondary
Within the last 2 days, there have been several applicants of service at a premise that has been disconnected due to non-payment.
As a CSR, a way to resolve who is living at the location would be to complete the following.
What is contact the landlord directly to inquire if there are new tenants, and who that would be.
You receive a bilingual call and the customer has her minor child translating for her.
Considering the child is a minor, you should offer the following.
What is offer the customer and use the interpreter line?
Name some resources that CSRs are provided to assist them with the daily CSR duties (calls/emails).
What are OPSS, Division Chart, Collections Corner/After-Hour list, Outlook Emails, Team Leads/Floor Support, Supervisors?