Customer Service Manual For Pulse Powee

CSR Manual - 1.
0b Energy Language
*Affiliated retail electric provider
A retail electric provier that is onwed, but separately operated, by a former monopoly
electric Utility
R:
*Aggregation
An entity registered with the puct to bring a group of customers together to buy electrity
in bulk
entidad afiliada a al puct para darle a un grupo de personas para proveerle un supplier
para entergarle la electricidad
(comunidades especificas)
*City-owned utility: utilidades para ciudades especificas
Commercial Customer: Llamadas de recidencias/ micro-empresa
Cramming
Adding charges to a bill without a customer's approval
Base Charge
A charge assesed during each billing cycle without regard to the customer's demand or
energy consumption
Demand
The amounf of electicity used at any given instant
How much is the electric used by the customer
Electric Reitability, council of texas (ercot)
Electric Fact label

Information to what we give onto the plan
Energy Charge
KWh
ESI-ID (electric service indentifier)

every id of every house per meter
Generation
The production of electricity from gas, coil, green energy
Muni (municipal owned utility)
A non-profit utility that is owned and operated by municipality it serves in texa,
municipality owned utilities may opt into the competitive
Residential customer
The most tipical clients
Rural electric cooperative (co-op)

A utility that deliver the energy
Slamming
Swicthing electric service without the customer approval
Welcome page With terms of service
Usage this is te amount used by the billing peroid listen by kilowats per hour
Rescission period- tiene 3 dias para que darle a cliente de cancelar via email or correo
normal de 7-10 dias
Tdsp > the company that delivers the energy provider to the customer
***Add-on service
Green Energy-----> Appears as a separate charge on customer's monthly bill
Thermostat-------> Bundled into the energy rate, (included at the term) a wifi thermostat
energy, Para manejarlo ellos o nosotros
Mistbox-----> Sistema de aire accondicionado que tiene calentador (Only With the hvac
System at house)
Air filters ----> Para el aire accondicionador, no directamente, Lo mandamos a otra
copany 3th part of of vendor
Autopay------> For disccount automaticly ACH $ 1.00 / visa 0.00$
Paperless Billing ---> Customer will qualify for 0.001 Dollar per KwH discounts as
account is setup with paperless credentials, If the person decides to discontinue with the
paperless billing will be automatic
***Miscellaneous
Victim of family violence

Certificado que conste que la persona es victimal, llenada en el family violence center
Critical care
Chronic Condition residential Customer
The customer or person in home need a machine as long-life, and this person cannt be
disconnected while 90 days of schedule
Critical care residential customer

This person cannot be disconectec of her/ shes electrical light per 2 years
Registration of critical care

Debe llenar un formulario desde una app, para constar que esta persona tiene un critial
or chronic PErson in home
Vendor pledges
Vendor agrement
contrato que una empresa o un conjunto pagara por el customer
where does the vendor
Processing time
tiempo de proseso de 3-5 dias para que se vea reflejado esa cuenta Pledge es una
promesa de pago
Receiving the pledge payment

Se envia un cheque dedde pledge payment to us with every customer information
Additional information possibly Required for pledges

Billing history: para las personas aceptadas send the tick
Balance Inquity: se sebe verificar la informacion por completo antes de dar la
informacion
***Switch / move-ins / Priorities

standart switch
El cliente puede tomar entre 40 a 90 y al llegar el dia toma al rededor de 1 business day
Self selected switch

Let the customers to take a date to change the addres or propietary
Move-in
The customer changed hes location or changed of the system the address added on it
Priority move
the customer changed hes location and have to pay $15.00 Dollars, On the first bill, ans
this take between 24 to 48 hours
Renewal
es cuando el cliente ha cumplido los terminos del contrato, el cliente puede renovar 90
dias antes de renovar el contrato,
Si el cliente no hace el renew y pasa a holdover rate
Application status
Summary
Cuando el cliente se inscribe con nosotros y le falta un documento o cualquier otro
documento se abre un status\
Complete:la aplicacion fue exitosa
Pending ID Verificator: check the identity of the person
Pending credit check: el cliente tiene que estar desbloqueado, cuando el credito este
desbloqueado se hace un froze credict check
Notificar al cliente que no bloquee la cuenta hasta que el credito se realice
Pending deposit: La aplicacion esta al tanto del pago aun no realizado
Pending Agency: With the broker
Already enrolle: Un cliente que ya esta escrito pero desde otro brand,
Duplicate: Un cliente que ya se inscribio pero intentara inscribirse de nuevo porque se
equivoco
Cancelled: Una cuenta cancellada por multiples razones
Expired: 10 dias despues de que el cliente de haber expirado para entregar los
documentos
Deposit REquirements
It is to verify the credit life score
If not have a good score, must pay a deposit
Deposits amoun
the customer have to pay the deposit 225$
Confirmation To verify new enrollment

Confirmation number 6 characters
ESI- ID
Switch: cambio de supplier
Move in Nuevo service
Confirm servive address
Billing address
3 days Right of rescission

3 dias para cancelar cuenta sin que se le cobre fee
Account cancelation
si se cambia antes de que termine la clausula de permanencia, se le cobra
Things needed
-Lease/Rental agreement where customer is moving to
-Rental cancelation letter for the current premise
-Closing statement showing proof of purchase of new propety
Marketrak
Inadvertent gain- Dar el servicio a otro cliente por equivocacion
Inadvertent loss - quitaron al cliente de la company sin su permiso
Tiene 45 dias para resolver el problema y volver a inscribirlo o devolver a su privider
antiguo
se manda un tickect al cliente
Transfer or service
El cliente tiene cuenta con nosotros y quiere moverse a otra casa , entonces el proseso
se hace, Puede quedar con la energia sin desconectar la casa
Debe llenar un formato o lo podemos llenar por ellos si ellos lo desean
ESI Not Found

ESI not found during enrollement
Search on ESI Look up
if account does not in i sigma

sent the scout ticket to help with the required to do a date move in
Switch Holds
Es un candado virtual que le ponen al ESi ID, Basicamente no se puede cambiar a otro
supplier hasta que no se pague su deuda
Deferred paymen
Meter Tampering
Adulteracion del contador
l
Removin a Switch holds
Deferred paymen> Pagar lasting dpp
Meter tampering
utility
Deposit summary
Determina cuanto anualmente debe de pagar 16.000
DEposit renew
**ACH Disqualification
alert- Marcado por letras rojas, esta puede ser por NFS fee
Reports of any shrt of fraudulent payment activity
Mas de 2 cargos arriba sin pagar
Prosses phone by prhone and online
*Acceptable payments methods master card

visa
Discover
AcH
-Notify to the person onwer of the account that will recieve a notify with email
Taking a one time payment

-customer is physically impaired
- customer is requestin dpp
***DPP Diferred payment plan*** IMPORTANT
El cliente le podemos dar una divicion de cuotas pero se le pasara a un status de switch
hold
***DPP REQUIREMENT/QUALIFICATIONS***|
a) Customer has not been disconected during the preceding the 12 month
b) Customer has not submitted more than 2 NFS, During the preceding 12 moths
3) customer has been with Pulse Power, a least 3 months
Check by yourself via online your payment

Disconnectec
Billing Process
meter read, 2-5 days customer's recieve the bill(invoice), after recieved the person have
16 days for recieve the due date, once the person has recieve the due date this pass to
DnP, If the person doens't do the payment in 10 days after, the customer gonna be
disconeccted
Move on for non-pay

Si diez dias despues de la desconeccion el cliente pasara a perder el contratro se
piederde, antes de 30 dias el cliente tiene que abrir un contrato nuevo

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CSR Manual - 1.

*City-owned utility: utilidades para ciudades especificas

Commercial Customer: Llamadas de recidencias/ micro-empresa

Electric Reitability, council of texas (ercot)

Electric Fact label

ESI-ID (electric service indentifier)

Rural electric cooperative (co-op)

Welcome page With terms of service

Victim of family violence

Critical care residential customer

Registration of critical care

where does the vendor

Receiving the pledge payment

Additional information possibly Required for pledges

***Switch / move-ins / Priorities

Self selected switch

Confirmation To verify new enrollment

3 days Right of rescission

se manda un tickect al cliente

ESI Not Found

if account does not in i sigma

*Acceptable payments methods master card

Taking a one time payment

***DPP Diferred payment plan*** IMPORTANT

Check by yourself via online your payment

Move on for non-pay

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DPP Diferred payment plan IMPORTANT