Summer Readiness:

US South -2020
Objectives

PREPARE FOR EXPECTED SUMMER CUSTOMER REVIEW KEY PROCESSES TO CONFIRM THE
SERVICE CALL TYPES AND VOLUME CORRECT STEPS ARE TAKEN
Current State of Texas - Summer 2020

What do you think customers are going

to be calling about as a result of the
Covid-19 pandemic and the summer
months in Texas?
Agenda

• Managing high bills

• Reviewing the invoice
• Probing questions
• Energy Saving Tips
• Weekly Usage Emails in CRM
• High Bill Tool Review
• Plans, Payment Options, Additional Assistance
• Additional refresher topics
• Credit Requests
• Just Green
• Payment option process review (DPP and Pledge)
High Bill response

When a customer calls about

a high bill:
• Listen and acknowledge the
customer’s concern
• Express empathy for the
situation
• Assist the customer in finding
the best resolution using the
tips and guidelines in this
training
High Bills

• Understanding the invoice

• Typical high bill causes

• Suggested probing questions

• Energy saving tips

• Choosing the right plan

• Payment options, tools and

additional customer assistance
Question
How do you identify the reasons
why a customers bill is high?
Investigating a customer’s invoice

Determine if:
1. There is a past due balance

2. The Service period is longer than a typical

billing cycle

3. Meter read is Actual or Estimated

4. The bill includes Additional charges

5. Consumption (Above average usage)

(> 1000 – 1200 kWh)
Past Due Balance
A customer's past due balance is always determined by reviewing the Previous
Balance – Total Payments Received.

In this example the customer still owes $114.15, but WHERE IS IT????
Service Period (Bill Period)

Normal Billing Period 27-34 days, anything more than 34 days is considered
an extended billing period.
Estimated or Actual Meter Reading

The meter reading type indicates if the meter was ACT(actually) read, or if
not reading would have to be EST (estimated).
Additional Charges

Has the customer been charged any additional fees or has a balance
been transferred from another account?
Increased Consumption (Usage)

One of the main reasons for a customer's high bill, especially during the
summer months is increased usage.
Historical Usage

The quickest way to compare the customers historical usage is the

Billing Info Tab in CRM.
Knowledge check

What are some of the additional

charges a customer could incur on
their bill ? (Select all that apply)

A. Balance Transfer
B. Energy Charge
C. Late Fee
D. DNP Notice Fee
Probing Questions
Question

What questions have you

asked a customer to determine
the reason for increased
usage?
Have there been changes in
your household in the past
few months?

• Working from home during

the past few months
because of COVID-19?

• Addition to your family during

the past few months?

• Any visitors (friends or

family) visit and stay during
that period?
• Have you recently purchased any new
appliances? (Freezer)

• Has there been an increased use of

any appliances which could have
consumed more electricity?

• If you have been working from home,

have you had to use more devices?
• During the Covid period did you take on any
home improvement project?

• Were any major work (renovations, pool,

etc.) done to your home?
75
Summer Example
Thermostat Setting – 70

Outside Temperature – 100

- 30 difference

How weather affects your bill?

The bigger the temperature degree
difference is outside from the temperature
inside your home, the harder your A/C unit
will work

Extreme weather can cause a high bill

• The weather has been hot lately, do
you recall using your A/C more?

• When was the last time your AC unit

received maintenance?

• When was the last time you changed

your air filter?
Knowledge check

Every degree of extra heating

and cooling will increase
energy usage by ______ to
______ percent:

A. 20 to 22
B. 10 to 12
C. 3 to 5
D. 6 to 8
Energy Saving Tips
To save on cooling costs during the summer:

• Set your thermostat at 75 - 78°F or higher

• Use ceiling fans and portable fans to circulate the cool air
• Install patio covers, awnings, and solar window screens to
shade your home from the sun. Shade south and west windows
with plants or trees to block the heat during the summer.
• On warm days raise your thermostat to 80°F or higher if leaving
for more than four hours
• Try to save heat and humidity-generating activities (cooking,
laundering, and dishwashing) for early morning or evening
hours

Source: https://www.puc.texas.gov/consumer/facts/Save.aspx
Weatherization activities include:

⁻ Reducing air leaks using weather stripping

⁻ Placing insulation in attics, walls, ducts, and

pipes can help keep your home cooler in the
summer and warmer in the winter, saving up
to 80 percent in heating and cooling losses
Do you use power bars/surge protectors?

• Phantom energy or “vampire power” is the

electricity drawn from outlets when
equipment is off but still plugged in.

• Phantom energy can account for 15% or

more of the total electricity used.

• Recommend customers turn it off when not

using
Knowledge check

Which light bulb is the most

energy efficient and uses 80%
less power?

A. Incandescent
B. LED
C. Fluorescent
Knowledge check

How can a customer weatherize

their home? (Select all that apply)

A. Place insulation in attic, walls,

ducts, and pipes can help
keep your home cooler in the
summer
B. Reduce air leaks using
weather strips
C. Use a space heater
D. All of the above
Customer Tools
My Account Online
Weekly Usage Email

The Weekly Usage Email, is sent to

the customer every week to keep
them up to date on their energy
usage.
Weekly Usage Emails - CRM
Other Tools
High Bill Salesforce Flow
High Bill Scenario
Scenario 1-
What is the
high Bill
Reason
Scenario 2-
What is the
high Bill
Reason
Scenario 3-
What is the
high Bill
Reason
 Plans
Payment Options
Additional Assistance
Let's review the
customers usage
to determine
the most
suitable plan
Is the customer on the best plan?

 Is the customer on the best plan for their current usage situation?
➢ Is the customer on a plan that fits their lifestyle? (Nights Free, Flat Bill)
➢ Is the customer on a plan with high fees?

 Historical usage
➢ Compare the customer's usage to last year's during the same month
➢ If the usage is higher this year, find out what has changed

If you determine that the customers plan is costing them more TRANSFER TO RETENTION
Scenario
What payment options would
you use for these scenarios?
Options for Payments

• Payment Arrangements

• Deferred Payment Plans

• Pledges
Covid – 19 Relief Program

• State program set to end

July 17, 2020
• Customers who do not
submit required paperwork
might be de-enrolled from
the program
• Just Energy payment
options to continue beyond
the state program
Credit Requests
Credit Request

During the summers months you may encounter request for credit on
fees due to high bills.

Let's review the Credit Request Process in SharePoint to determine

how these fees should be credited.
 Credit Request Scenario's
1. Which “Reason for Credit” should be used when crediting DNP, late fees,
ETF?
• What option should not be used?

2. If you must submit a credit request for Late fees and DNP fees is it one
request or 2 separate request?

3. What credit reason should be used if you want to credit DNP Notice Fees?
• What credit reason should not be used?

4. If a customer moved out, however the customer got charged an ETF, what
is needed along with the credit request to waive fee?
What to Remember ?

1. ETF reimbursement credits must have a document supporting their credit

claim. (Landlord with new tenants that switch at same location)

2. You must make sure you are requesting the CORRECT amount; An agent may
enter $1328.00 instead of $13.28.

3. To make sure the charge is valid in iSigma before requesting credit, some of
these charges do not exist.
Pledge Review
What is a Pledge

A pledge is a request sent to Just Energy from an agency indicating their intent to
make a payment on a customer’s behalf.

This is not an actual payment, but a promise to pay on behalf of the customer.
The following are examples of those agencies:

• Churches
• Community Agencies
• Department of Human Services
Recommend a Pledge

The pledge option should be recommended to any customer who has no money to pay
toward their bill or is have difficulty.

• The customer must call 211 for a list of local agencies in their area.
• If the customer is in the Dallas area recommend Sharing Life (D $100k)
• If the customer is in the Houston area recommend Baker Ripley (D $225k)
• Appointment needed
• Once approved agency will send the promise to pay request (pledge request) to us
• We will place the intent to pay on the customer's account and place a 45-day hold.
• The customer is responsible for the remaining balance after pledge payment has
been received.
Pledge Details
Most Recent Pledge Request Pledge History
Just Green Review
Just Green Refresher
Just Green Tips
When to Pitch Just Green
DPP Updates