ACCOUNT BASICS
How many numbers are in the account sequence?
12
What is the number customers call before they plan to dig?
811
Which options to pay are best for customers that are in a collection action?
Paystation, Paymentus, Online
Which states are we required to offer a 12-month plan?
Idaho, Oregon, Utah
What is the reconnect fee for a Smart Meter?
$7.00
For Access for Non-Residential, does the caller need to give us their first AND last name?
Nope, while we prefer to have both, either one is just fine.
What do you need from the customer before submitting an outage ticket?
The best phone number
Will a collection action automatically cancel if a customer pays at a Manual Paystation?
Nope.
For Oregon, if they miss a payment installment, will the plan cancel?
NO. It will show up on the next bill/statement.
Which state offers "Prior Obligation" options?
Washington
What two things are we supposed to confirm/update if needed?
What were some of the first Work Requests we learned with Outages?
OPQ (Other Power Quality), DMC (Damage Claim Form), FLD (Field Order)
Do we reconnect someone for free when we disconnect them sooner than what we told them?
YES
Which plan adds the installments to the regular monthly bill?
Time Payment Plan
Do we need to get approval for a Reconnect after hours?
YES
Can we add a Full Authorized party onto an account?
NO.
When do we call the Outage Coordinator and do we call them before or after submitting the outage ticket?
If a hazard presents an immediate danger to the public, submit the outage ticket first and then call the Outage Coordinator.
If the customer intends to pay off the account balance within 10 DAYS after the next statement prints, if they do not pay, are they eligible for a payment plan?
Yes, they may be eligible for a payment plan
How many plans can a customer have set up at one time?
1
Which state still offers Payment Assistance due to COVID? (Hint - a unicorn threw up on the notes)
OREGON
What do you say when you update a phone number?
"This number could be used for automated or informational calls regarding outages, emergencies, or notices of disconnect."
What do you say to a customer that reports a down line?
Remind the customer not to touch and to stay at least 35 feet or more away from any downed power line or anything that the line may be resting on. Ask that they warn others as well.
In what order does the Collection Actions go?
REM, PDN, FNL, FFN, CUT
Can we set up Automatic Payments for our customers?
Nope. The Automatic Payment Team will do that for us.
Wyoming is multiplied by 3, all other states are multiplied by 2