Customer 101
After giving your greeting and no one answers you must do this next
What is say your greeting again?
Commercial customers must follow this rule regarding negotiating installments and down payment
What is 6 months max installments and must pay 1/2 down?
At this time we are not making a person pay this off to get a PA but may start back up soon
What is a security deposit?
What is payment history in the favorites section
Callers name, account number, why called, resolution and next steps
What are the four components of a customer contact?
If you are having difficulty finding a name or address, use this to hlep with the search
What is the percent sign?
Residential customer has an unpaid security deposit and wants a PA. They must first do this and then call back in a this many days to have the monies moved by this group
What is make a payment, call back in 3 days and call to residential credit to have monies moved to security deposit
If the security deposit has been paid in full, in the alerts you will see this " " expression
What is deposit in review?
This section of the dashboard houses the link to re-open my last customer contact as I am still active in the account
What is the alerts - Last contact?
If an ACP (Address Confidentiality Program) customer calls in and gets on your line, they will be transferred to here
What is a Sr. Specialist?
If you have an angry customer use this accronym to keep the customer calm
What is L A S T?
A commercial customer with an unpaid security deposit must call us back after making a payment between this many days and when they call back we call over to who to move the payment to the security depost
What is between 2 - 30 days and Commercial Credit?
To receive back your security deposit, you cannot be late more than this amount and cannot be this one time in that 12 month period
What is late and severed?
An appeals case for a supervisor per a customer's request will use this skill for the reason code
What is collections?
This additional fee amount is collected in the field from the severance process event for collections and the customer must at least pay this amount to stay connected?
What is 15 dollars and the turn off notice amount?
Searching for a name is CCB is a bit unique as this is the format
What is last name - Comma first name and space for middle initial or middle name?
When reading the terms and conditions to the customer for a PA, this must be added to the script so the PA does not default
What is pay your bill 2 - 3 business days before the bill due date?
If the security deposit service agreement is in the stop status, the customer must wait until this before we can provide them a PA
What is wait until the next bill comes out?
You will come here to see the remaining installments and amount of a PA and can also break a PA here
What is account level > Payment Arrangement in the search mode?
Use this to find the nearest place for a customer to make a payment to ACE, WU etc...
What is Payment Locator located in the favorites section of the dashboard?
If a person is not authorized on the account and they want to make changes, this is your next step
What is call to the main account holder and get permission to allow caller to make changes only in that call?
If the customer does not pay the down payment for a PA by the due date the account will show the PA as being is this state
What is canceled
I am in the alert and will say " " if the security deposit is not paid in full by the customer
What is security deposit exist
Financial information, Bill/Pay Tree, and Payment History all show something similar here
What is posted payments to the account?
You will use this to search for a meter number to get the account address
What is MDM?