Processes
It's mandatory to offer this on every enrollment call.
What is Greener Life.
Provides real-time reliable customer information that CSR's can access quickly.
What is Banner
This plan caters to customers who only uses gas in the fall and winter
What is the SSP (Seasonal Savings Plan)
This happens when a customer is incorrectly switched from a different marketer or is enrolled in a plan they didn't authorize
What is Slamming
Customer smells gas and thinks there may be a gas leak
What is if you think there's a gas leak, leave the premise immediately, hang up and call AGLC emergency number.
New customers are not able to create an OSC.
What is the customer must wait for their 1st bill.
Automated system CSR's are able to use to create service orders: Turn on, Turn off, Market Switch, Service Transfer and Reconnects
What is V-BOT.
This plan requires GNG to "True-up" a customer's bill
What is Budget Billing Plan
This happens when a customer creates an enrollment service order for the wrong service address in AGLC's GCMA system
What is a Turn on In Error (TOIE)
Agents are able to waive up to $25 without approval
There are 4 charges on a customers GNG gas bill.
What is AGLC Base charge, GNG customer service charge, actual gas charge and tax.
This entails viewing the customer's screen and seeing what they are seeing.
What is Proxy Login
This is an intro plan where customers will get a very low price per therm, no customer service fees and there is no contract involved.
What is the Market Intro Plan
This refers to whenever a tenant moves out of a premise and the landlord agrees to assume responsibility for payment of natural gas at the location.
What is Automatic Change Name (ACN)
You would use this when searching for a premise with a long address
What is the wildcard search %
CSR's are supposed to do this for every call.
What is notate the Banner account.
The system(s) that a CSR would use to create an EWQ
What is Vistio and Banner
This is a flat bill plan where customers will pay a set amount each month no matter if they use more or less gas. It also will automatically re-new
What is the Guaranteed Bill Plan
When a current GNG Customer is moving transferring their GNG service from one location to another.
What is a Service Transfer
If an account has a past due balance and not able to make a payment CSR's offer this to keep their services from being interrupted.
What is a payment arrangement
If a caller is not authenticated thru the IVR, CSR's are required to verify these things before speaking/helping with an account.
What is the account holders name, service address and/or their last 4 of their ss# or full GNG account #
This system is used to locate a customer's service address and their gas status
What is GCMA
This plan is for customers who use 1000 therms of gas a year
What is Volume Discount Plan
This allows customers to make payment and set up autopay plans.
What is SpeedPay
If customer received a Disconnect Letter and they don't make the exact amount and paid by the due date on the letter, GCMA will generate this.
What is a SONP order