Service Agreements
Name 3 types of Billable SA's
utility, payment arr. ,deposits, etc.
What is the purpose of a manual field activity? What criteria makes a manual fa needed?
Still in billing and needs started/stopped
What is read when stopping water service.
Water Vacant Liability Stmt
What is read when starting water?
Water verbal release stmt
What is the difference between JAH and Authorized person?
JAH- Financially Resp. can start PA, budgets, start/stop svc., etc.
AP- not financially resp. can only inquire about questions.
Name 3 types of non-billable SA's
EAP Holding, Bankruptcy,, write off, etc.
A manhole is missing in the middle of the road, what FA will we complete? What is needed to complete this FA?
Investigate, wastewater, missing manhole (use gview to determine what address to place it on)
What must we do once completing a stop process?
Update mailing address.
When do we use ID Verification form? Where is it found?
When we cant ID someone through Eport. Website or Forms on CC Page to send it to cust.
Spouses can be a Authorized Person? True or False?
False?
What zone do you find the SA's in?
Cust is calling and reporting a leaning and sinking gas meter. What do you do?
Create Inspect case. Inspect, generic, manually make appt.
Cust wants to change the date of stop. How do you do this?
Edit stop date on start/stop page. Update any notes/appointments if necessary.
What is creditworthiness and when do we offer it?
Let's someone potentially get their deposits back after submitting paperwork. We offer it to anyone who has deposits required
Cust got married and wants to change her name. You run eport and the name isnt updated with equifax. What do you do.
Complete ID Verification case and advise them to reach out to equifax.
What is the difference between D1/D2 rates?
D1-Domestic: gas supply is for appliances
D2-Heating: gas supply is for heating and appliances.
Cust calls and has no water. Their meter is on and they are current on their bill. What do you do>
Check outage map. If no outage, Create manual FA. Service outage, No reason.
How do we bill "snow birds"
Rate X months.
(Gas: Greater of $44 or Facility Charge x Number of Months. Water: $25)
What is "exchange hit" when running eport.
The cust has not paid another utility company and exchange hit lets us know this cust will have dep. required.
Cust wants to add Power of Attorney. What do you do?
The POA must submit a notarized legal document to CitizensCare@CitizensEnergyGroup.com stating they are the POA of the active customer
What is the Westfield Rate called (CEG is D1 & D2)
D20
Cust reports low pressure to ALL fixtures. Meter is on. What FA will you complete?
Manual FA. Inspect, low pressure.
Either someone else called in to stop svc (JAH) or another cust. requested a start at this address.
List the start customer pre-req checks.
1- New or existing cust
2- Run Pos-Id
3- Deposits
4- Write off, fraud, theft?
5- Past due?
6- Past svc?
Person calls with cust account number and wants to know the amount of the customers payment arrangement. Can you provide the customer with that? yes or no?
Yes