T1M1 Rvw Qs Flashcards
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What are the hours of operation of CCC?
Mon-Fri FRM 7 TO 7
Sat FROM 8 TO 5
Sun & Holidays emergency calls only.
What’s the primary function of the Systems Dpt?
It resolves technical issues with Dragon, the phone system, or Interactive Workspace (IWS)
What’s the primary function of the Dispatch Dpt?
It receives inquiries from ENAs who request ETA’s Service order information.
What’s the primary function of the C&I Dpt?
It responds to business customer call, information & help with business accounts.
What’s the primary function of the Quality Assurance (QA) Dpt?
It ensures ENAs are following correct policies and procedures when handling calls.
What’s the primary function of the Outsourced Services Dpt?
To partner with vendors that assist in taking customer calls located in other cities.
What’s the primary function of the TIER 2 Tech Support Dpt?
It resolves complex customer tech issues with SCE.com/device that CCC was unable to fix.
What’s the primary function of the Desktop Support Dpt?
It’s the first point of contact regarding software and/or hardware issues.
What’s the Transmission and Distribution Dpt responsible for?
It’s responsible for maintaining power delivery & equipment repair.
What do Revenue Services do?
They ensure all customers receive accurate & timely billing statements & write off reductions.
What does the Consumer Affairs Dpt. deal with?
It deals with escalated customer issues specifically.
What is FETCH?
It’s the primary online resource tool for ENAs and provides access to job aids, directories, district info, processes, and procedures specific to the CCC.
What’s sce.com?
It’s the company website that provides info about SCE’s products and services and allows the customer to initiate many self-directed online orders.
What is an ENA?
It stands for Energy Advisor and it’s the primary point of contact for residential energy customers.
What does CRS stand for?
The California Relay Service. It is for people who are deaf, hard of hearing or have speech disabilities.
What does CLI stand for?
It stands for Certified Languages International. It’s a translation service provider that offers the service for non-English speaking customers.
