WorksheetsProcess
Total questions: 30
Worksheet time: 15mins
If a customer reports a missing payment, what information would NOT be needed to locate it?
The date of the payment
The amount of the payment
The customer’s full name
The phone number associated with the account
What should you list in a callback memo?
Callback date/time
Callback reason
Floor support required
Best contact number
All of the above
A callback memo cannot take the place of a customer service memo.
True
False
A callback memo has a template.
True
False
If a customer has 5% wind but wants to add 45%, how would you process it?
Process a new enrollment with 50% wind
Process the add-on via the website and submit a Resource Request if there’s an error
Let them know they have to wait for their renewal period
None of the above
Which of the following situations would need an Escalation?
The customer cancelled, but is still receiving bills
The customer is requesting a mailing address change
The accountholder is deceased, but their daughter wants to have the Blanket Bill
None of the above
Which of the following would always require a Resource Request?
Enrolling a Blanket Bill
Processing a gas reinstatement
A FX enrollment
All of the above
If you are able to save a customer who originally called to cancel, what all would you have to submit?
Customer service/renewal memo
Saves memo
Cancellation Retention
All of the above
If a customer calls to cancel for their contract end date, but the AR is already appearing in the contract screen, you would still process the cancellation for the contract end date.
True
False
If a MD customer wanted to have their name added to an account, what would you need to do?
Make sure their name is already listed on the utility bill
Complete a “Change of Authorization” recording with the accountholder
Open a new account in their name
None of the above
If a customer is in their renewal period and chooses an RSO instead of one of their renewal rates, you would still use a Renewal memo.
True
False
The spouse of a MD accountholder can process changes even if their name is NOT on the utility bill.
True
False
You can process enrollments using a Blanket Bill account number.
True
False
If a customer is enrolled into a Blanket Bill and switches suppliers, when they re-enroll their True-up is waived.
True
False
If a Blanket Bill customer switched suppliers, but wants to remain on the Blanket Bill what steps would they need to take?
Enroll into a NV for at least 30 days
Pay the True-up if it is a charge
Accept one of the new quotes provided
None of the above
When should the Net Metering memo be used?
When a customer with solar panels 1st signs up
When an existing customer reports newly installed solar panels
We never use that memo code as it is for corporate use only
Why does gas contract changes take longer than electric contract changes?
Gas utilities read meters once a month and electric utilities read them daily
Gas utilities only read meters during the first week of the month and electric utilities read them at the end
Gas utilities only read the meter once a month and electric utilities read them twice
None of the above
What process(es) will always require a Resource Request?
Blanket Bill enrollments
Gas reinstatements
ETF waive requests
All of the above
When can you waive an ETF without SUP approval?
The customer cancelled during the 30 day grace period
The customer cancelled during their renewal period
The customer cancelled for the contract end date
You will always need SUP approval
What is the Washington Area Fuel Fund (WAFF)?
A program of Washington Gas that allows customers to make donations towards helping families in need of energy assistance
An extra/backup energy charge
A tax that goes towards purchasing gas for the entire Washington area
None of the above
Customers can donate to WAFF through WGLE.
True
False
If a Blanket Bill customer accidentally makes their payment to Washington Gas, what steps should you take?
Submit an escalation
Follow the missing payment process
Conference with Washington Gas to confirm they have the payment and have the customer request a refund so they can submit the payment to WGLE
All of the above
A DC customer who has been enrolled for over 12 months can have a Blanket Bill.
True
False
How do you enroll a customer into Budget Billing?
Submit a Resource Request
You can only enroll customers into Budget Billing when they first enroll or during their renewal period
You would submit the request via the Budget Program tab
None of the above
A customer can only cancel their budget by cancelling their contract.
True
False
When would a Budget Bill customer not receive a True-up?
When they cancel for the contract end date
When they use less than the budget amount
They will always receive a True-up
None of the above
Early Renewal Offers and Renewal Save Offers both have processing fees.
True
False
When will a customer NOT have to pay the processing fee for an Early Renewal Offer?
When there’s another offer with the same rate
When it doesn’t show on the website
When they’re using that offer for reinstatement
All of the above
If the spouse of a MD Blanket Bill customer is already listed on the utility bill, the Blanket Bill can be transferred to them/put in their name.
True
False
If a refund check is sent in the name of a deceased accountholder, what steps should be followed to have the name on the check corrected?
Have the customer send the check back after reporting the name that it should be updated to and ensuring that it has not yet been cashed
Refer the customer to their utility as it is their issue to correct
The check cannot be issued since the accountholder is deceased
None of the above
