Tier 1 Module 1 Flashcards
What is an energy advisor’s role?
To evaluate and resolve customer inquiries, 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
Outsorce vendors are also utilized by other groups outside the call center and depending on the vendor, they may also perform back office work.
Escalated gate
Central point of 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 their 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.
