Basic Call Center Assessment

45 Questions | Total Attempts: 44

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Basic Call Center Assessment

The following assessment has been designed to measure call center knowledge. Please answer all questions completely by selecting an answer from the possible choices.


Questions and Answers
  • 1. 
    On which UB screen can a customer's personal information be editied?
    • A. 

      CI

    • B. 

      M1

    • C. 

      M2

    • D. 

      AB

  • 2. 
    What are the basic deposit amounts for gas, water, and refuse for a single family dwelling?
    • A. 

      $50 Gas, $35 Water, $15 Refuse

    • B. 

      $35 Gas, $35 Water, $18 Refuse

    • C. 

      $100 Gas, $40 Water, $17 Refuse

    • D. 

      $35 Gas, $25 Water, $18 Refuse

  • 3. 
    If a regular bill prints on 12/19/08 on what date is the account considered past due?
    • A. 

      01/03/09

    • B. 

      1/18/09

    • C. 

      01/02/09

    • D. 

      01/09/09

  • 4. 
    A CS order that is scheduled for the morning appointment should be entered as?
    • A. 

      AM

    • B. 

      10-12

    • C. 

      7-12

    • D. 

      8-12

  • 5. 
    From the screens below which one(s) will always provide a meter number for a metered account?
    • A. 

      AB

    • B. 

      CC

    • C. 

      GM

    • D. 

      All of the Above

  • 6. 
    If a customer is being billed a late fee on a $239.56 bill what will the charge amount be?
    • A. 

      $6.00

    • B. 

      $14.37

    • C. 

      $9.58

    • D. 

      $2.40

  • 7. 
    The winter billing period occurs during which months?
    • A. 

      11/01-04/30

    • B. 

      05/01-10/31

    • C. 

      11/01-02/28

    • D. 

      12/01-03/31

  • 8. 
    What type of account will receive a 15 day post property notice?
    • A. 

      Elderly customers

    • B. 

      Large balance accounts

    • C. 

      Accounts with seperate mailing addresses

    • D. 

      Master meters

  • 9. 
    Which amount is the returned payment fee amount?
    • A. 

      $30

    • B. 

      $25

    • C. 

      $32

    • D. 

      $15

  • 10. 
    Under which circumstance would an account receive scheduled monthly actual meter reads?
    • A. 

      Customer has requested CR 3 times in a row

    • B. 

      Bill amount is over $1000 each month

    • C. 

      Customer has not lived in LB for 12 months

    • D. 

      Customer is paying additional meter reading fee

  • 11. 
    What is the source code to waive a late fee?
    • A. 

      54

    • B. 

      AJ

    • C. 

      39

    • D. 

      LF

  • 12. 
    For the billing period 10/29/08-12/01/08 what would the cost of gas charge amount be for the customer?
    • A. 

      $.69586

    • B. 

      $.70634

    • C. 

      $.68210

    • D. 

      $.59153

  • 13. 
    If a gas meter was removed for tampering on 12/11/08 and a new customer is eligible to turn on service at the address should you:
    • A. 

      Schedule a turn on

    • B. 

      Schedule a cs order

    • C. 

      Schedule a set gas order

    • D. 

      Transfer to meter installation

  • 14. 
    If a water meter was removed on 01/15/06 and a new customer is eligible to begin service should you:
    • A. 

      Transfer to meter installation

    • B. 

      Schedule a set water order

    • C. 

      Send a TM to water

    • D. 

      Schedule a turn on

  • 15. 
    How much additional time is allowed for payment of a HEAP co-pay once the HEAP pledge information is added to the account?
    • A. 

      7 days

    • B. 

      0 days

    • C. 

      8 days

    • D. 

      15 days

  • 16. 
    How many days in advance can a turn off order be scheduled?
    • A. 

      30 days

    • B. 

      15 days

    • C. 

      25 days

    • D. 

      45 days

  • 17. 
    How many times per year can the convenience fee for making a payment be waived?
    • A. 

      Once per calendar year

    • B. 

      Twice per calendar year

    • C. 

      Never

    • D. 

      Once for the life of the account

  • 18. 
    How are system estimated bills calculated?
    • A. 

      Based on 60 day usage from previous 12 months.

    • B. 

      Based on last 60 day usage

    • C. 

      Based on a default average

    • D. 

      Any of the above

  • 19. 
    If 3 returned payments are received within a consecutive 12 month period...
    • A. 

      The customer must pay the next bill in cash and then can return to payment by check/credit card.

    • B. 

      The customer can not pay using a checking account that is in their own name, but a spouse or friend is okay.

    • C. 

      The customer can not pay by check/credit card payment for 12 months

    • D. 

      The customer must come in office to pay by check or credit card

  • 20. 
    If you are splitting water/sewer from an account and creating the new account number should you...
    • A. 

      Increase the folio by 2

    • B. 

      Decrease the folio by 2

    • C. 

      Select the next tenant code

    • D. 

      Increase the tenant code by 2

  • 21. 
    If a customer is disputing the system estimate bill should you first:
    • A. 

      Review the account and meter reads for historical accuracy

    • B. 

      Offer a cancel rebill and advise the customer to call back when they receive the next bill, just in case another adjustment is needed

    • C. 

      Offer the customer a review manager

    • D. 

      Agree to waive the late fee and tell the customer to wait for the next bill

  • 22. 
    On which screen can you update a customers delinquent status?
    • A. 

      M1

    • B. 

      GM

    • C. 

      CI

    • D. 

      M2

  • 23. 
    What is the hold code for a HEAP customer?
    • A. 

      D

    • B. 

      G

    • C. 

      E

    • D. 

      F

  • 24. 
    If a customer is deceased can the spouse or roommate that is not listed as a co-name be allowed to keep the account open without making any changes?
    • A. 

      Yes, if the account is credit established

    • B. 

      No, a new person must apply for service

    • C. 

      Yes, if the home is owned by the trust for the deceased person

    • D. 

      No, the account will be sent directly to collections

  • 25. 
    Which function key is used to save your work in UB?
    • A. 

      F2

    • B. 

      F4

    • C. 

      F8

    • D. 

      F7

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