Billing
BP sees "Budget Settlement" on their bill, what does this mean?
They reached the end of their budget billing period or were removed from Budget Billing
Residential customer has broken 1 IP within the past 12 months. What installment plan type would they qualify for?
IP 2
BP has been disconnected for non payment with a collectible balance of $1000. What is the minimum payment amount required for reconnection?
$750
_____ _____ with an “I can” statement
Gain control
The electric meter is the responsibility of the customer or PHI?
PHI
BP sees Deferred Payment Settlement on their bill. What does this mean?
They broke an installment plan
Commercial customer has broken 1 IP within the past 12 months. What IP type would they qualify for?
IP 50/6
After how many days of "sitting in the dark" after being disconnected for non payment, will a customer's account be final billed?
9
Acknowledgement shows you _____ the customer
Understand
(also accepted: heard)
The Service Entrance Cable is the responsibility of the customer or PHI?
The Customer
BP looking to enroll in a TPS says the company is asking them for a number from us to enroll. The TPS says it is not the account number. What number would we provide the BP?
Residential service number
Customer is looking to pay the same amount for their electricity every month. What payment plan could you offer them?
Budget Billing
This is the preferred method for creating a dunning lock. (What level)
Document level
“I would like to make a payment towards my bill today.”
“I would be happy to process your payment today.”
What is the voltage level for single phase electric service?
120/240
On a customer's bill, this is the cost associated with producing electricity at a power plant.
Supply Charges
Customer is current but looking to have their due date always be the 4th of each month. What type of payment plan could you offer them?
Extended Due Date
Customer has been disconnected for non payment and do not have them money to restore service. What should we offer them?
211/Energy Assistance Info
Why is it important to recap and explain next steps?
It ensures the customer is clear on what was discussed and any next steps.
The purpose of a _____ is to either increase electric voltage to keep it moving across long distances or reduce the voltage to make it safe to enter residential areas.
Substation
It is summer and the customer only uses gas for heating in winter. The bill shows 0 gas consumption but every month they see a $13 charge their gas bill. What is the name of the charge a gas customer would see even if they are not consuming any gas?
Customer Charge
The budget billing plan amount is automatically recalculated when the variance between what they have used vs what they have been billed for reaches this percentage.
25%
Where in CM can you see if an automatic reconnect service order was issued for an AMI meter after taking payment for the full collectible balance?
Moves flyout disconnect reconnect info
What are the three types of probing questions you can ask?
Situation questions (yes/no)
Issue questions (open ended)
Validation questions (verify info)
Sending electricity across great distances at high voltage levels from powerplants to substations is known as what electric term?
Transmission