Subscriber
Before you discuss or change anything, what must you do
Verify the caller with a four-digit PIN, a texted one-time code, or a callback to a number on the account. Never read the PIN back, and never verify on email plus a mailing address.
Where do you change how a customer receives the bill, and what does paper cost?
Invoice Distribution, Delivery Method. Paper is an automated fee, $2 residential and $5 business.
How many per rolling 12 months, and the max length
Two per rolling 12 months; the max is 14 calendar days from the DNP date.
How must consent be collected for autopay
By text, using the Auto Pay SMS template (never free-form, never email). Wait for a Yes or Yeah, not Sure.
What does a red In Treatment flag tell you
The account is in the non-pay, past-due path; the balance shows red too.
Where do you find who is authorized, and how is it different from Contacts
Associations (top right). A person under Contacts is not authorized to discuss the account unless they are also an active Association.
A 1 in the Disconnect column means what
The next bill carries a $50 reconnect fee (a 1 in NSF means a $35 return fee).
What do you do before you set a DPA
Work the offer sequence first: fee waiver, re-rate, seasonal, balance forgiveness, then DPA.
A customer does not enroll by their second bill. What happens
A $10 auto-pay-savings-declined charge is added.
What does EFT mean
The customer is on bank draft (auto-pay).
How do you add an authorized user
Right-click the account, New Person, first and last name only. Save -It shows add pending until you update.
How do you waive a single disputed line
Adjust Invoice (the pencil in the Image column, Expanded view), page to the line, enter the amount to waive, and comment it.
A customer failed a DPA 60 days ago. Eligible
No. A failed DPA locks them out for 90 days.
Where is the Auto Pay Required flag, and what does it mean
The service Information tab, Company Defined Information. Checked means they must enroll or see the declined charge (checked for 2026-and-later installs).
The Trouble Tickets flag is checked. Meaning
There is an open trouble ticket on the account.
A caller has no PIN. How do you verify and set one
Verify with phone and email, or send a one-time code through Genesys. To set the PIN: under Security, type it, click elsewhere, save with the floppy disk.
Can you change a customer's billing cycle
No. Billing cycles are fixed.
Past due is over $150. What is required first
A partial payment (25% of past due if there was a returned payment).
The customer does not get the consent text. Enroll over the phone
No. Consent must be by text, so they self-enroll in eCare.
What does E-Care tell you, and what can you do
The customer uses the portal; open the eCare globe to see and walk their portal with them.
What must be true before you can text a customer a one-time code
The number must be opted into text alerts (Contacts, Text Preference checked). Offer to opt them in first if it is not.
Before you waive a fee, what do you check
The adjustment history, to confirm it has not already been waived in the past 12 months.
Where do you set it, and what caveat applies
The DPA tab, right-click New. The policy is preliminary, so confirm the rules with a supervisor.
A customer with the declined charge enrolls. Do you remove the charge
No. The system removes it within one bill cycle.
Which Highlights are not used at Clearwave
Deposits and Credit information.