Due Date Extensions
A customer has met all criteria for an extension. Who do we submit a service request to?
Submit an SR to Lead
Send a Service Request (Channel: Support; Category: Lead; Subcategory: Due Date Extension) as Project priority level
How do you properly title the property case?
Property Name: Type of Request
Example: Tradition on 50: MOVE OUT REQUEST
How do you drop a bill into the parser?
Log into the customer's utility account
Download the PDF
Click the files button and find the downloaded PDF
Submit
Define how an EFB is billed
It is a final bill based on 90 days of the resident’s past utility usage at their current address. After looking at their bills for consumption trends, we also factor in historical weather trends and bill history for the property and the region that they live in.
Jack is calling to update his payment method. What case topic would you select after the call ends?
Update resident information.
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Neil is calling in because he moved out on 11/30/2020. The current invoice is for usage 10/15/2020-11/20/2020. Do we need to submit a move out request for him now? Why or Why not?
No. Because Neil customer has not been billed past the date they are stating they moved out.
Define disconnect
When the utility has been disconnected for non-payment.
Can I get a payment extension on the estimated final bill?
SimpleBills offers estimated final bills in order to help both customers and properties complete all utility billing by the time you move out of your current residence. To ensure that all accounts are closed before the end of your lease, we are unable to offer an extension.
A customer is calling to see what usage dates he is being billed for because he moved out last month. He has not been billed for usage past the move out date. What case topic would best fit?
General Questions
If the customer qualifies for an extension and the current due date is the date that the customer is calling, what does the priority time need to be for the service request?
URGENT
Sally moved out of the unit and someone took over the lease. Susan took over the lease as of 03/09/2021, and the current invoice is for usage 02/15-03/15. Do we need to submit a MVO request for Susan? Why
Yes, because she has been billed past her move out date.
Define power outage
When mother nature disturbs the utility. (A tree fell on a power line)
True/False: ALL true up invoices receive a service fee even if a refund is owed.
True.
Danielle is calling to inquire about credit reporting, but also wants to make a payment on her current invoice. What would be the case topic here?
Making a payment/Payment Questions
John is calling in for an extension. His bill was due yesterday but he was so busy he forgot to call. After you review his account you see the bill is past due but he also received two months worth of electricity bills on the invoice. Would John qualify for an extension?
Typically, he would not qualify since the bill is past due. BUT since he received two months worth of usage on one invoice, we can see if we can make an exception.
Devora a resident from a Multi-Family property called in to notify us that their lease ended on March 25. Upon checking, you saw that there is a future billing with usage dates March 15-April 2. Do we send an MVO service request to the property queue? Why or Why not?
No, we will send the service request to the AM since this is Multi-Family.
Property queue handles all Standard/choice properties except for Multi-Family.
What do we need to do if we receive a confirmed pending disconnect case?
What do we need to do if we receive a confirmed disconnected case?
send SR to Invoice Processing, drop the bills to parser if we missed any bills.
send SR to Utility Processing, drop the bills to parser if we missed any bills. Also, change the case owner to the property queue.
Why was I not informed that my final bills are being estimated?
This final billing procedure is disclosed in our Terms of Service, Section 5, which was agreed to upon sign up, and since we are working in conjunction with your property you should have received a notice to prepare you for this type of final billing.
A customer is calling because they were billed a late fee. They qualify for the late fee to be removed. What is the best case topic?
Hardship.
Name all of the requirements that a resident MUST have in order to be granted a payment extension.
Invoice must not be past due
Be in a 10 day region
Has honored previous payment due dates/extensions
We have confirmed the move out for a resident and adjusted all necessary bills. What is the final thing that needs to be done to finish out the case?
Send the billing adjustment notice to the roommates that were affected by the bill adjustment.
What information needs to go into the service request for Pending and Active Disconnects?
If PENDING DISCONNECTION, send an SR as EMERGENCY to Invoice Processing (IP) under the category "Emergency Disconnect."
If ACTIVELY DISCONNECTED, send an SR as EMERGENCY to Utility Processing (UP). The title of the SR should follow the format "#EMERGENCY DISCONNECT - [Name of Provider]" and the category should be "Emergency Disconnect."
Please note: If more than one utility is disconnected at a particular address, create a separate SR for each utility to the appropriate department.
What are the requirements for the true-up process?
The window for enrolling in the true-up process is limited. You must request the form, fill it out, and submit it no later than 14 days after your lease end date OR before the date we begin receiving actual bills for the estimated period, whichever comes sooner. The customer still needs to pay the estimated final bill issued on their account before they can enroll in the true up process.
*Please keep in mind that we do not want to proactively offer this process: any discussion with a customer calling about an EFB should first cover why they are receiving one, how we calculate it, what usage periods it covers, and that it should be the final bill they receive from us.
Keep in mind that customers cannot true up their EFB if it defaults to their property (since they are not paying SimpleBills for the bill, we cannot reconcile for them).
Joey is calling in because he paid an annual fee in July of 2020 and received another one on the current invoice (March 2021 Invoice) What case topic fits here?
Simplebills error.