Q1 Review (Thru VI Identity)

C2M Fundamentals (BONUS)

100

A customer is calling for their account number. What zone(s) would you find the customer's account number?

Current Context zone

Customer Information zone

Billing History zone

Full Context (Dashboard) zone

200

In C2M, where do we go to see what services the customer is billed for?

SA Premise List zone

Account Tree tab - Under Premise

Premise Tree tab - Under Account - SVC SP

300

In C2M, where do we go to see a breakdown of all bills and payments on an account?

Account Financial History zone

Bill/Payment Tree tab

400

Customer has not received a bill in recent months. Where can I go to see how/where a bill is sent to a customer?

Account ID Context Menu - Persons tab - Bill Route (Email or Postal)

Account ID Context Menu - Persons tab - Address Source

500

In C2M, where do we go to see if a customer’s services are on or off?

Premise Tree tab - SVC SP - Install Event

Premise Tree (Dashboard) zone

Account Access

100

An individual is calling to set up a Payment Arrangement for their friend's account. The individual is NOT on the account. Can they create a payment arrangement for the account?

200

A person indicates they are over the age of 65. They are calling today because they have a hard time reading their bills. What should you do?

Update their Person Characteristics. Add a Senior Citizen characteristic (over 65). Add Large Font Communication (to increase bill font size)

300

Customer is calling because they need their services on for a medical condition. What should you do?

Ask customer to have their physician (who must be licensed) send in documentation stating the specific reason for the request and the service type requested to remain on. This information may be emailed to [e-mail] or faxed to 317-927-4360.

400

Customer needs to update their mailing address. How do we complete this process?

1) Add overriding mailing address to the Person - Correspondence.

2) Under Account ID context menu - Persons tab, update the "Address Source" to Person

500

Customer wants to add a Power of Attorney to their account. What should we do?

Direct the customer: The POA must submit a notarized legal document to [e-mail] stating they are the POA of the active customer

Verify Identity

100

How do we know when to complete a Standard versus Full Verification?

If the "Last Verified Date" was within 6 months, complete a Standard. If the date was over 6 months ago, complete a Full verification. 

200

If a customer cannot provide the passcode on the account, what is the next step we will follow?

Take the customer through the Equifax Challenge Questions. 

300

If a customer cannot provide their password or SSN on the account, which Red Flag does this violate?

RF-12: Customer cannot provide authenticating information

400

The customer cannot remember the passcode and has failed the Challenge Questions twice. Where do we direct them to locate the ID Verification Form?

CEG Homepage - Start, Stop, Transfer Service - Identity Verification Form

500

If a customer has failed the Challenge Questions twice, besides directing them to fill out the ID Verification form, what else will you need to do?

Create and submit an ID Verification Case. 

Basic Gas/Water

100

Explain CEG's service line responsibility. Gas? Water? Sewer?

Gas - responsible for everything up to the elbow joint after the meter. 

Water - responsible for only the meter on the customer's property. The customer is responsible for everything else on the property.

Sewer - Customer is responsible for everything on the property.

200

Explain the purpose of the Dig-Indy project.

Indy’s solution to reducing combined sewer overflows into area waterways by up to 97 percent, and keeping the utility in compliance with a Consent Decree with the U.S. Environmental Protection Agency.

300

Where do we service sewer? (Counties)

Marion County. Westfield.

Within Marion County, the exceptions are Speedway, Beech Grove, Lawrence

400

If a customer calls inquiring about removing their septic tank for CEG's sewer system, what should we do?

Transfer the call to New Services

500

Where does CEG get their natural gas?

CEG - Texas

Westfield - Canada

Misc

100

A customer is calling about a checkered fire hydrant. Who owns those hydrants?

Speedway

200

In what counties (or cities) do we service gas?

Marion County

Hamilton County (Westfield ONLY)

300

Name 3 of the 6 Contact Center Supervisors.

LaVonne Jones

Tommy Reese

Terri Williams

Levi Elliott

Jake Larrison

Taylor Siebers

400

If you are going to be absent or tardy while working in the Contact Center, what should you do?

Call the absence line (Operational Queue Line) - [phone]

500

Who is the "Manager" of the Contact Center?

Randy Rollins