WorksheetsBilling Test Final
Total questions: 38
Worksheet time: 39mins
A customer got their June Bill and wants to know why she is getting charged a peak capacity charge. What do you say to explain?
Peak capacity is just a upcharge in the summer due to rising fuel costs
Peak capacity only happen during election years and it helps support your local politician
The peak capacity charge covers the cost for electricity CPS incurs during the summer months when demand is highest. This happens June-September and the customer is charges 0.02150 for every Kwh over 600
none of these
A customer calls in asking why they are being charged for something called a fuel adjustment charge. How would you explain?
It varies based on how much Gas they use
This is determined by the fuel costs of oil per barrel as it affects the price CPS pays for its gasoline for its service trucks.
The fuel is used in our plants to generate electricity and it fluctuates monthly
none of these
A customer is asking to have a regulatory fee removed, what should you advise them?
Sure let me get that done for you
Let me get a supervisor on the line to see if we can do that
This is a state mandated fee that CPS pays to ERCOT to be interconnected to the power grid
This is a fee that CPS charged the customer to be connected to our service and cannot be waived
A customer is asking about Service availability fees that appears on her bill. What do we say and do to explain this?
This is the cost for CPS customer that covers the cost of metering and billing, regardless of consumption
This is a fee that CPS charges customers that goes toward the STEP program
This is a charge that CPS chares customers to cover maintenance fees for their equipment and vehicles
none of these
A customer is thinking about buying a new thermostat after reading about our Wifi Thermostat Rewards program. After discussing the benefits, what other bit of information should you educate them about?
Saves money
Conservation events: CPS Energy will temporarily adjust the thermostat setting during periods of high electricity demand. Customers can change this setting at any time.
Customers can manage their thermostat from an app on their phone
Customers receive a yearly credit for having the WIFI thermostat program
Which of these best describes a conservation event?
CPS asked customers to turn off all unnecessary electronics form 3-7pm on weekdays to conserve energy
During summertime peak demand days, we may briefly adjust your thermostat between June-September between the hours of 3pm-7pm
CPS initiates rolling blackouts in order to protect the grid during unprecedented usage demand
none of these
Which program most benefits the customer in this scenario?
The customer is 70 years old and is calling to get her balance because she misplaced her bill. She is on SSI and gets paid once a month. She pays her bill at HEB and does not like paying the 1$ service charge
SCBP
MMA
Senior citizens late payment waiver
All of these
What would be the best program to suggest for a customer in this scenario?
The customer is calling because he was disconnected and there is someone in the home that is on oxygen and they need the power restored asap. You have given the reconnect quotes and they have agreed to pay.
SCBP
MMA
Critical care program
none of these will help
A customer is asking how an Installment plan works, which best describes how this works?
We take the past due balance and break it up into monthly installments that are added to the monthly bill
We let the customer make up to three payments within a 30 day period and we secure the account for 30 days
The past due is split equally into installments and they are added to the bill. This play will not break if they do not pay by the due date.
none of these
What are the terms of an IP?
The customer has to pay everything within a 6 month period, if not they will not be able to get another arrangement for 6 months
The customer must pay the bill plus the installment in full every month by the due date, if not the IP will break, the past due will be due immediately and the customer may not be eligible for another IP for 6 months
The customer must make a payment then call us back, we will then send a MN to the back office and secure the account for 2 business days and the customers IP will never break
none of these
How much is the past due balance?
$266.95
$166.58
$100.37
none of these
How much is the customer's total balance?
$100.37
$166.58
$266.95
none of these
How many months of service does this customer owe?
1
2
3
4
How much was the amount of the last payment?
$159.00
$139.00
$166.00
$158.00
When was the last payment made?
12/1/2020
11/19/2018
11/19/2019
4/20/2019
A customer is calling to find out how much their bill was that was due on 10/21/2021. You pull up the bill view and see this screenshot. how much do you tell the customer?
$1812.45
$248.70
$2033.46
$1003.79
Where would I check to see who a customer spoke to on a specific date and time that was more than 90 days ago?
Documents
Service notifications
Message notifications
Contact log history
What is this customer's credit worthiness?
0265
0001
0065
0123
What is this customer's BP type, if any?
none
CC
SCBP
Affordability discount
What is this customer's premise type?
SFHS
APT
SFRH
SCBP
What is the most current BPP anniversary date?
none of these
5/1/2021
4/30/2022
4/30/2021
What is the monthly BPP amount for the most recent year?
$127.00
$237.00
$199.00
$219.00
What is the consumption balance for this account?
$241.74
$741.27
$432.56
none of these
What is the BPP accumulated balance?
$100.74cr
$98.76
$77.89
$9.54 cr
A customer calls in because he forgot his MMA username and email. you right click on CA# and select MMA and you see this screenshot. What is the customers MMA username and email?
Franklynnn210 and Donfrank1995@gmail.com
Franklynn210@gmail.com and FrankyFrank1995
FrankFrank@gmail.com and FrankFrank2021
none of these
When a customer wants to know if a pledge was made on their account, where do we look?
$$
BP special details
Contact log history
Documents
A customer made a payment a week ago and it has not posted to his account. He said it has already cleared his bank account. What should you do?
Read all contacts
Research customer account
Submit customer payment research
enter a 30 day dunning lock
enter a 30 day late fee lock
Read the contact logs
Check $$
Check BP special details
Check BPP history
Send CPS an email inquiring what to do
Tell him to call his bank back and tell them it must be a problem on their end, that we never got it
none of these
A customer calls in and says she got a bill that says CREDIT-DO NOT PAY. after reviewing the account you see a credit of $500 on the account. our customer says she wants the credit sent to her. What do you do?
Process a refund
Tell her we dont do that
Review next meter read date, issue a MN to c-call ref refund request
Tell her that her credit will be applied to the next bill, and advise her to not worry about the bill for a few months
What Dunning level is this account at?
DL1
DL2
DL3
DL4
A customer has a bill of $250 past due on 9/30/2022. The customer states that they can pay in full on 10/21/2022 at a walk in center. What are the dates we would secure the account for?
10/19/2022-10/21/2022
9/30/2022-10/21/2022
10/10/2022-10/23/202
none of these
A customer calls in and has a past due of $147.39 due on 9/15/2022. The customer says they can pay at HEB on 10/5/2022. Should you secure the account? if so how long?
none of these
No, tell him its fine, pay it when he can, notate the account
No, the customer is below threshold, just notate when he will pay
Yes, secure the account from today until 10/7/2022
A customer calls in that has a past due of $456.78 that's past due and in DL3. He says he can pay it in full today vie EZ pay. what should you do?
Secure the account with a 2 day dunning block
Secure the account for 5 days with dunning and late fee locks
Do not secure the account, just notate it
none of these
A customer calls in and says they lost their job so they cannot pay their bill. What is the first thing we do?
Look at $$
Look at notes/documents
Empathy statement
none of these
When we create an IP, do we need to send a message notification?
Yes
No
maybe
Probably
What information would we give to a customer with a high bill that is asking for information on how to lower the bill?
Energy education
Suggest they turn off their lights and TV when they leave the room
Tell them to buy solar panels
Tell them to buy candles and live like the "old days"
A customer is asking to make payment arrangements. When you look at their account, you see that their most recent payment was returned. What should you say and do?
just proceed with the arrangement as normal
reach out to lead for help
Advise the customer that there is a returned item on this account in the amount of $XX. Ask them to please pay this amount first then call us back to make further arrangements.
none of these
A customer wants to know why they have not gotten a check for their deposit yet. They say they moved in a year ago, and they have paid on time every month. What could you say to explain?
it takes 2 years of good payment history to get a deposit returned
CPS Energy does not mail a check. If the customer is getting a deposit, it will appear as a credit on the account, they must request the credit later if there is a remaining amount.
The system will automatically mail out the returned amount along with information on energy efficiency appliances that we offer on the 1 year mark.
none of these
A customer says they won't be able to pay their bill by the due date, which is today.
- The balance due on their bill is $212.85.
- They say can pay that whole amount, but not until next week on Friday when they get paid.
Which Contact Generator button should you use?
reconnect quote
payment arrangements
plan setup
N/A we would not use CG in this scenario
