Maricopa Community Colleges  UCS126   20014-20076 
Official Course Description: MCCCD Approval: 05/22/01
UCS126 20014-20076 L+L 2 Credit(s) 3 Period(s)
Public Utility Service Practices
Application of public utility customer service practices. Covers account and service plan enrollment, modifications, and cancellations. Includes account handling exceptions and service area geography. Computer usage emphasized.
Prerequisites or Corequisites: UCS124.
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MCCCD Official Course Competencies:
 
UCS126   20014-20076 Public Utility Service Practices
1. Operate computer-based customer call center work-station. (I)
2. Access and utilize public utility industry software programs. (II)
3. Use computer software programs to document customer service orders. (III)
4. Provide services to public utility customers. (IV)
5. Complete various customer account information changes, deletions, and modifications. (V)
6. Enroll customers into differing service plans. (VI)
7. Identify and provide services to customers whose account status warrants exceptional treatment. (VII)
8. Locate cities and communities within a service area and demonstrate city clearance and street-light repair notation procedures. (VIII)
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MCCCD Official Course Outline:
 
UCS126   20014-20076 Public Utility Service Practices
    I. Workstation Usage
        A. Ergonomics
        B. Component Usage
        C. Lock-Out/Log-Off
      II. Software Navigation
          A. Rep Direct
          B. Window/Notebook Manipulation
          C. Outlook Forms
          D. Automated Account Entry System Usage
          E. Electronic Phone Directories
          F. Back-Up Worksheets
          G. Off-Line Research Task Generation
          H. Customer/Site Searches
          I. Customer Information Location
            1. Personal
            2. Account
            3. Statement
            4. Meter/Usage
            5. Direct Access
        III. Customer Service Documentation
            A. Order Information
              1. Pending
              2. History
            B. Comments/Notes
            C. Complaints
            D. Exception Time Reporting Program
            E. Call Center Calendar Usage
            F. Microsoft Outlook Usage
          IV. Customer Service Provision
              A. Inquiry Determination
                1. Purpose
                2. Inquirer Identification/Verification
                3. Customer of Record Determination
              B. Shut-Off Orders
              C. Miscellaneous/Investigate Electric Orders
              D. Trouble Call Management System Orders
              E. Work Order Modifications
                1. Date Changes
                2. Cancellations
              F. Manual Order Creation
              G. Brochure Requests
              H. New Customers
                1. Account Creation
                2. Install Meter
                3. Turn on Orders
              I. Customer Quality Expectations
              J. Turn on Orders
            V. Account Changes, Deletions, and Modifications
                A. Equalizer Program
                  1. Account Additions/Deletions
                  2. Equalizer Status or Amount Modifications
                  3. Equalizer Plan Amount (EPA) Calculation
                  4. Customer Addition/Removal
                B. Meter Read Instructions
                C. Service Plan Changes
                D. Customer Notebooks
                E. Joint Account Holder Additions
                F. Billing Changes
                  1. Service Requests
                  2. Duplicate Statement Requests
              VI. Service Plans
                  A. Explanations and Recommendations
                  B. Comparisons
                  C. Payment Programs
                    1. Service to Help Arizonans with Relief on Energy (S.H.A.R.E.)
                    2. Sure-Pay Enrollments
                  D. Deposits
                    1. Site Deposit Information
                    2. Credit Verification Systems
                    3. Deposit Request Creation
                  E. Additional Service Requests
                VII. Special Accounts
                    A. Identification
                    B. Processing Procedures
                  VIII. Municipalities
                      A. Location in Service Area
                      B. Street Light Repair Requests
                      C. Inspection Rules Page
                      D. City Clearance Update
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