Tier 1 Module 1 Flashcards
What is an energy advisor’s role?
To evaluate and resolve customer, inquires, issues and problems. Ensure that appropriate action is taken to the satisfaction of the customer company and or regulatory agencies in compliance with policies procedures, tariff rules, and rates. Serves as the CCC’s primary contact for residential and commercial customers. Provides recommendations for energy usage and solutions.
Outsource vendors
Outside vendors are also utilized by other groups outside of the call center and depending on the vendor, they may also perform back office work.
Escalerated gate
Central point contact for all energy advisors who need assistance with difficult or complex inquiries and escalated call issues.
What is C&I?
Commercial and industrial.
What does the dispatch department do?
They receive inquiries from energy advisors who request ETAs, service order information and locate field technicians.
What’s the Energy efficiency department (EE)?
It is the initial point of contact for customers who want to take advantage of energy saving programs.
What’s the NEM Interconnection?
It’s the liaison between SCE customers or their solar contractors and Revenue Services Organization (RSO).
This Group answers questions having to do with the aplication process and inquiries around permission to upgrade there solar panels.
What is the offline support?
Offline support processes requests that involve research or multiple orders.
What’s the website chat team for?
They assist customers by answering service related inquiries and requests received via a Microsoft teams chat window hosted on SCE.com
Tier 2 Technical Support Team
This team resolves complex customer technology issues not resolved by the general floor.
Quality Assurance analysts
QA projects, organizational support and strategic execution team. These individuals support CCC strategic initiatives and provide additional support to operations.
Systems
Point of contact when energy advisors are having technical issues with the phone system or interactive workspace (IWS)
Customers affairs
This apartment deals specifically with escalated customer issues.
Revenue Services Organization (RSO)
It is the home to groups that Ensure all customers receive accurate billing statements in a timely manner.
Credit and payment services (CAPS)
They are responsible for all accounts dealing with credits and payments.
Contingency fund (CONFUND)
All aspects of customer refunds, indemnity letters, and emergency checks.
Customer billing operations (CBO)
They perform General billing functions compile statistical data and maintain confidential records.
Transfer closing bill (TCB)
Responsible for identifying and billing unpaid closing bills when a customer turns on service at a new location.
Same party in (SPI)
They handle investigations validating a customer’s identity when there is suspicious activity at the time of a move in
Revenue protection
Protect the company from loss due to energy theft.
Transmission and distribution (T & D)
This organization is home to SCE line crews and is responsible for maintaining power delivery and equipment repair and maintenance.
Planning
The planning department assist residential customers with new meter installations and panel upgrades.
Meter Field Organization (MFO)
It responds to requests to have power turned on or turn off usually performed by field service Representatives (FSRs) and California Relay Service
The California Relay Service (CRS)
It’s a third party service provided to people who are deaf, hard of hearing or speach impaired.
What is the text telephone (TTY) and what does it do?
TTY allows the customer to type messages back and forth with a special operator. The customer specialist facilitates a 3-way call with the customer and the CRS agent.
How can you reach the California Relay Service (CRS)?
Dial 711. It is for everyone, not just those who have difficulty hearing on a standard telephone.
What is the Certified Language International (CLI)?
It’s a third party vendor that acts as a translator for non- English speaking customers calling SCE.
What does the CLI do?
The customer specialist facilitates a 3-way call with the customer and the interpreter.
What does the demonstration do?
It facilitates CRS calls
How does the CRS call work?
- Take the call as if speaking directly with the customer. The operator reads aloud everything that is typed by the customer. After the operator has read what the customer has typed the operator says “go ahead”.
- Respond to each item the operator translates further for the customer.
- Say “go ahead” after you complete a statement.
- Así es The customer with his or her concerns.
CCC online resources
The CCC has three main online resources to assist energy advisors (ENAs) in answering customer inquiries about their bill and SCE programs and services.
What’s the toll free phone number for CLI?
866-908-6158
What’s CSoD?
Corporate Skilling and Digital learning
Who’s the primary point of contact for residential energy customers?
An Energy Advisor
What are the CCC hours of operation?
Monday thru Friday 7-7
Saturday 8-5
Sunday and holidays (only emergency calls)
What’s FETCH?
It’s the primary online resource tool for energy advisors and provides access to job aid, directories, district information, processes and procedures specific to the CCC.
sce.com
It’s an external company website that provides information about SCE’s products and services and it allows a customer to initiate many self-directed online orders.
What’s Portal?
It’s a company’s intranet and has great resources for all SCE employees. The primary function for an energy advisor would be to access FETCH and sce.com.
