Fees
What is the standard set up fee for a move in?
$20.00
What should you do anytime you pull up a location?
Memo
What should you do anytime you pull up an account?
Memo
If a customer wants to speak with a supervisor, what do you do?
Email the supervisor call back form to Call Center Supervisors.
What are the standard business hours of the call center?
Monday- Friday 7:30-6
What is the fee for making a payment with Kubra EZ Pay?
$2.75
What number does a location number start with?
2
What number does an account number start with?
3
If someone calls in claiming to be the account holder but is not able to verify the information, what should you do?
Advise the caller they need to come in office with two forms of id, memo, and add alert to account.
Who is the Call Center Manager
Jessica Stanphill
What is the deposit fee for a fair customer, for a location with electric and water?
$180.00
If a location has a MESP alert it means?
Customers have a 48-hour window to make a payment on an account with MESP that comes up for disconnection.
How many forms of ID is needed to create an account?
2
If a customer does not speak English, what do you do?
Use Lionbridge for an interpreter
When does hurricane season start?
June 1st
What is the NSF fee for an NSF of the amount $50.01-$300.00?
$30.00
When does a revert to location get turned off?
When the tenant gets cut for non-pay or the property management request it.
With commercial accounts, how do you verify ID?
See if the person calling is on the contact list, then ask for them to verify the tax ID (FEIN).
What do you do if a customer states they are going to sue or contact their lawyers?
Advised the customer they can contact the City's Attorney's office and disconnect the call.
When do same day move ins stop?
4:30
What is the reinstatement fee for a $650.00 write off?
$40.00
If you are unable to find the location by the location number or address, what else can you use to find it?
Meter Number
If someone is under 18 what is needed in order to be able to create an account and start service?
Court documents emancipating them from their parents and declaring them an adult, or they have a parent or legal guardian added to the account as a guarantor.
What is the top priority when talking to a customer?
Fist Call Resolution
Who is the Customer Service Assistant Genral Manager?
Korey Bush