TRUE or FALSE
You should use a mix of upper and lower case when adding info into sap?
False
What is the age requirement for the person meeting our technicians?
18 or older
TRUE or FALSE
If a customer is transferring service, we will not need to run the "calculate security deposit"?
Can a customer be on AMB and qualify for a DPA?
TRUE or FALSE
We are unable to change a customers due date of a customers bill at their request?
Why?
TRUE
Bill due dates are based on the geographical location of the premise.
Where does the creation for a new BP begin?
The Live Activity Center → New → New Individual Customer
List the 3 move in service orders?
Move in read, move in unlock and move in meter read
Provide 3 of the most common/acceptable abbreviations for LAC notes?
TT - Talked to
Cust - Customer
Pmnt - Payment
PD or PDB - Past Due (Past Due Balance)
ADV - Advised
CA - Contract Account
What section of the invoice covers the costs that contribute to our company revenue?
Delivery and Service Charges
What is owner allocation?
Owner allocation is an option available to landlords or property owners to have gas service automatically placed back in their name when disconnection is requested by a tenant.
Where to see if a customer has a co-applicant?
Customer Screen → Relationships Tab
Where to go and what to do when cancelling a move in?
Premise → Overview Tab
Select the pending BP/BA
Select “cancel move-in”
What word is missing from the statement?
The only time we can use the same CA is when reconnecting the ___ BP/BA at the ___ location.
SAME
Where is the process initiated for a seasonal lock with continued billing? Is the order scheduled via FSM?
Premise → Service Orders
Order Type: Lock Meter - Seasonal
Lock Orders are not scheduled via FSM.
To qualify for a TLRR, the account must meet what requirements?
No Balance | $0 balance (even Open/Payable)
Not holding a deposit
Positive pay history (no more than 2 late payments in 12 months)
James calls in asking to stop his service as soon as possible, what is the correct response?
We can request it for ASAP, however our technicians will have 5 days to lock the meter and any usage between now and the time the meter is locked will be on your final bill.
What step do you take after adding and saving the technician notes to a Move In - Unlock service order?
Schedule it through FSM!
Scroll to the right of the service orders box until you see the blue hyperlink in the appointment booking field. Click here open the appointment booking app. Select the correct day and then click yes. Then close. Be sure to refresh to check it changes from 12-2a.m. to 8-5p.m.
If a caller has notified us about a deceased customer and wish to simply stop the services, what steps are taken?
Add the deceased flag under the identification tab
Add the online obituary under attachments
BP → Process the move out.
--if requested by caller, the mailing address can be updated for the final bill.
Which 2 screens/tabs in c4c can customer invoices be accessed?
BP → Financial Tab (all invoices)
CA → Central Tab (Recent 3)
When should a ticket be created?
Anytime you are personally unable to handle a customers request.
List the fee for all states for a move in meter set?
OK: $20.00
AR: $62.00
TX (incorporated): $62.00,
TX (unincorporated): $37.00
What letter is sent when a customer is assessed a Security Deposit based on the Credit Check results?
Adverse Action Letter
What type of Lock would be requested to prevent a Late Fee?
Interest Lock
Payment arrangement may be offered anytime up until?
The Meter Lock Order has generated.
When an Emergency call is received, we should NEVER…
Verify the caller
Search for or create a BP/BA
Update/Confirm contact information for the BP/BA
Educate customer offerings or self serve options
Deny the request (bc anyone can call in an EMG)
(must answer 4 of the 5)