Show:
Round 2
MISC
Other
Billing
Random
100

Which state can we override a dunning reconnect for same day on a Friday if they pay before 12pm?

KY

100

Police officer calls to request information be sent to them about a customer's account. What do you advise or do?

  • Advise to submit request on agency letterhead
  •  Provide legal department contact information
100
Acct Summary shows WMR/Handheld

Can we offer mtr image upload?

yes because we do not get daily reads

100

Which states currently charge a late fee

TN, KS, VA, and KY 

100

Someone in Texas calls about a Job inquiry/Application status for a position they applied for in Amarillo/Waco  call center. What do you do?

Have them contact 

Wanda Powell at 806-457-7302

200

Which states charge a dunning disconnect fee

KS
200

Caller requests to file a complaint on a process for example complains about the bill, IVR, Website, our rules, etc

What do we do?

This is not a complaint on a person

Create an Interaction Record detailing the complaint

  • Class: Call Tracking
  • Action: Complaint/Compliment
200

what do we do?

If a premise shows up as retired in the system but gas service is being requested

submit a Gas Availability request.

200

Fill in the blank:

Meter will not be estimated for more than ____ consecutive months

  • 4
200

When a Vendor calls in regards to inquiry about an invoice or payment for an invoice, what do you do?

send an email to AccountsPayable@atmosenergy.com. Include the following information:

  • Vendor Name:
  • Contact Name:
  • Phone Number:
  • Additional Information(as needed):   

Advise the Vendor that our Accounts Payable department will contact them to answer their questions.

300

Which state can we override a MVIN for the 2nd business day out

KY

300

What is customer outreach program

In an effort to increase retention with customers that have an appliance or piping issue we will be reaching out to customers who receive a customer caution notice to let them know about the benefits of replacing their appliance with a new gas appliance/repairing their current gas piping.

300

Do we give senior citizen discounts? If so which state

yes in TN

300

How many images can be uploaded for meter image upload?

They can upload up to 5 images.

300

MS customers on a seasonal rate will not receive a bill for which months?

June through September

  • October invoice will include one base rate and charges for any consumption from June through September 
  • All past due balances from the May invoice are subject to the normal dunning process
400

“help me” shows on a metering device what do you do?

  • send zc25
400

In Mid-Tex,  for status of line locate status who can we call?

  • Status can be checked by calling the below contractor, when speaking to them:
    • Identify yourself as an Atmos Energy employee
    • Provide the ticket number 
    • They will then be able to look up the exact ticket status
    • Heath Consultants - 972-241-3510, Monday - Friday, 7:00 a.m. to 5:00 p.m. (Central)

 

Do not provide this number to customers. These phone numbers are for Atmos Energy employees only. 

400

BP wants to de-enroll from PIPP, what is the process?

create a ZC38 Energy Assistance Inquiry BPEM with details.

Important: Do not de-enroll the customer from Budget Billing when sending a ZC38 Energy Assistance Inquiry BPEM. Ask the customer if they wish to remain in Budget Billing and include their answer in the BPEM case. The Energy Assistance department will de-enroll the customer upon their request. 

400

What is distribution charge?

What are other names for it in other areas? 

  • Charge for delivering natural gas and providing safe and reliable service
  • Consumption charge or commodity charge
400

I am in LA and an energy emergency has been declared and I was told I could call Atmos energy for a special rate? Can you give me more info

Louisiana Energy Emergency Deferred Billing Plan

rogram to defer a portion of the natural gas bill

  • Available to qualified Atmos Energy residential customers in Louisiana
  • Begins when an energy emergency is declared by the Louisiana Public Service Commission
    (LPSC)
  • Enrolled customers are placed on the budget billing plan when an energy emergency is declared
  • May have a weather related dunning lock placed on the account when activated

 

500

If ‘Contains Errors’ or ‘Distributed’ appears in the Status column of the Moves Work Center, what process do you follow? 

  • Email the Supervisor Mailbox of the contact center you work in:
    • CSC - Waco- Move Reversals– Subject: Replication Error on Moves Work Center
    • CSC-Amarillo- Move Reversals– Subject: Replication Error on Moves Work Center
    • Include in the email:
      • Contact Account Number
      • Business Partner Number
      • Type of Move (Move-In or Move-Out)
      • Any additional information
500

If a customer has questions relating what can or cannot be done in relationship to the pipe or easement

What do we do?


Right of Way, Easement, and Encroachment Information

Email or give the customer the ph# of person in there area

500

BP in CO wants to update their home energy report. Their square footage is incorrect. What do you do

Simple terms: 

tsf to CAS 

500

What is the process if the customer wants a bill older than 24months

  • For escalated requests only, send a ZC11 Billing Inquiries BPEM cases.
  • RM can pull up to 10 yrs of billing history in special circumstances
500

Customer has questions about the form for pressure testing their school in Fort Worth, TX. Who can they contact

  • Direct questions regarding
    • Required form - Advise them to contact the Atmos Energy representative  Heather Rhea or Janet Raburn.