COMMON 1
MVI/MVO
COMMON 2
BILLING/DUNNING
RANDOM
100

TRUE or FALSE

You should use a mix of upper and lower case when adding info into sap?

False

100

What is the age requirement for the person meeting our technicians?

18 or older

100

TRUE or FALSE
If a customer is transferring service, we will not need to run the "calculate security deposit"?

FALSE
100

Can a customer be on AMB and qualify for a DPA?

NO
100

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.

200

Where does the creation for a new BP begin?

The Live Activity Center → New → New Individual Customer

200

List the 3 move in service orders?

Move in read, move in unlock and move in meter read

200

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  

200

What section of the invoice covers the costs that contribute to our company revenue?

Delivery and Service Charges

200

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.

300

Where to see if a customer has a co-applicant?

Customer Screen → Relationships Tab

300

Where to go and what to do when cancelling a move in?

Premise → Overview Tab 
Select the pending BP/BA
Select  “cancel move-in”

300

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

300

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.

300

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)

400

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. 

400

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.

400

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.

400

Which 2 screens/tabs in c4c can customer invoices be accessed?

BP → Financial Tab (all invoices)
CA → Central Tab (Recent 3)

400

When should a ticket be created?  

Anytime you are personally unable to handle a customers request.

500

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

500

What letter is sent when a customer is assessed a Security Deposit based on the Credit Check results?

Adverse Action Letter

500

What type of Lock would be requested to prevent a Late Fee? 

Interest Lock 

500

Payment arrangement may be offered anytime up until?

The Meter Lock Order has generated.

500

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)