Maricopa Community Colleges  UCS132   20014-20076 
Official Course Description: MCCCD Approval: 05/22/01
UCS132 20014-20076 LEC 3 Credit(s) 3 Period(s)
Advanced Public Utility Processing
Procedures for processing public utility customer requests. Emphasis on collection procedures, customer service, and energy usage analysis. Covers payment plans, rebilling, and miscellaneous charge procedures. Also includes deregulation and energy saving tip provision information.
Prerequisites: UCS124.
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MCCCD Official Course Competencies:
 
UCS132   20014-20076 Advanced Public Utility Processing
1. Analyze accounts for rebilling activity. (I)
2. Summarize settle-up balances for customers. (II)
3. Describe factors used in credit monitoring. (III)
4. Identify procedures for creating a credit agreement for a delinqu account. (III)
5. Explain causes of customer conflict. (III)
6. Identify principles to practice for customer effectiveness. (IV)
7. Analyze high bill accounts. (V)
8. Determine energy use. (V)
9. Describe energy saving tips. (V)
10. Summarize procedures for the creation of a variety of miscellaneo charges. (VI)
11. Explain deregulation. (VII)
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MCCCD Official Course Outline:
 
UCS132   20014-20076 Advanced Public Utility Processing
    I. Advanced Inquiry
        A. Screens
        B. Cancel/Re-bill
        C. Statement
      II. Payment Plans
          A. Settle-up Balance
          B. Termination
          C. Transfers
          D. Cancel/Re-Bill
        III. Collections
            A. Credit Monitoring
              1. Collection Timetable
              2. Risk Score Calculation
            B. Credit Agreements
              1. Extension Guidelines
              2. Shut Off for Non-Payment (SONP)
              3. Customer Conflict
          IV. Customer Effectiveness
              A. Principles of Service
              B. Communication
            V. High Bill Accounts
                A. Read Error
                B. Heating/Cooling Energy Usage
                C. Meter Testing
                D. Formulas
                E. Energy Saving
              VI. Miscellaneous Charges
                  A. Orders
                  B. Screens
                  C. Process
                VII. Deregulation
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