AE Texas CSR Training Presentation_Day 1.pptx

CUSTOMER CARE TRAINING 1.0 – TEXAS MARKET INTRODUCTION  CONTENTS Texas Mark...

CUSTOMER CARE TRAINING 1.0 – TEXAS MARKET INTRODUCTION  CONTENTS Texas Mark et ERCO T INTRODUCTION ERCOT/TDU The Company ERCOT 101 Texas Deregulated Market 101 Utilit All things TDU Transactions y OPERATIONS & TECH & TERMS PROCEDURES Texas Energy Glossary Operations workflow Applications & Platforms Customer Lifecycle Processing Requests/Ticketing System 7/2024 2  INTRODUCTION THE COMPANY Atlantic Energy – About Us OUR PRODUCTS Plans List Products List TEXAS DEREGULATED MARKET 101 Texas Market - Video FAQs 7/2024 3  THE COMPANY 7/2024 4  THE COMPANY 7/2024 5 7/2024 6  THE COMPANY 7/2024 7  THE COMPANY 7/2024 8 TEXAS DEREGULATED MARKET 101 IN THIS VIDEO: REGULATION MAP IN THE U.S. TEXAS REGULATION PUBLIC UTILITY COMMISSIONS BREAKDOWN GENERATION OF ELECTRICITY PROCESS ERCOT ELECTRICITY SOURCES TEXAS REGULATION EXAMPLE (CPS) HOW DOES ERCOT REGULATE OUR MARKET? 7/2024 9  ERCOT/TDU ERCOT 101 ERCOT Introduction - Video ALL THINGS TDU TDU Overview TDU Contact List TDU Fees TRANSACTIONS Transactions Lists 7/2024 10  SO, WHO IS ERCOT? IN THIS VIDEO: NORTH AMERICA REGIONS ERCOT REGION PUBLIC UTILITY COMMISSION’S ROLE 7/2024 11  SO, WHO IS ERCOT? IN THIS VIDEO: ERCOT PROCEDURES & OPERATIONS ERCOT REGION 7/2024 12  THE TDSP/TDU 7/2024 13  THE TDSP/TDU 7/2024 14 THE TDSP/TDU This chart DUNS number: 957877905 provides TDU Website: www.centerpointenergy.com information for Retail phone number: 1.888.572.4399 CenterPoint. Care team Customer phone number: 1.800.332.7143 may share the outage To Report an outage: 1.800.332.7143 and Customer Care numbers but NEVER the Retail phone number. 7/2024 15  THE TDSP/TDU This chart DUNS number: 1039940674000 provides TDU Website: www.oncor.com information for Oncor. Email contact: [email protected] Care team Retail phone number: 1.888.313.6934 code# 064 may share Customer phone number: 1.888.313.6862 the outage Regarding premise permits: 1.214.948.4384 and Customer Regarding outages: 1.888.313.4747 Care numbers but NEVER the Retail phone number. 7/2024 16  THE TDSP/TDU This chart provides TDU AEP Central (South) DUNS number: 007924772 information AEP North (West) DUNS number: 007923311 for AEP. Care Website: www.aeptexas.com team may share the Retail phone number: 1.877.373.4858 outage and Customer phone number: 1.866.223.8508 Customer To Report an outage: 1.866.223.8505 Care numbers but NEVER the Retail phone number. 7/2024 17  THE TDSP/TDU This chart provides TDU Website: www.tnmp.com information for TNMP. Phone number: 1.888.866.7456 Care team may share To Report an outage: 1.888.866.7456 the outage and Customer Care numbers but NEVER the Retail phone number. 7/2024 18  THE TDSP/TDU This chart provides TDU information DUNS number: 0582138934100 for Lubbock. Website: www.LPandL.com Care team Retail phone number: 1.806.775.2509 or email: [email protected] may share s Customer phone number: 1.806.775.2509 the outage To Report an outage: 1.806.775.2509 or email: and [email protected] Customer Care numbers but NEVER the Retail phone number. 7/2024 19  THE TDSP/TDU This chart provides fees for the respective TDSPs associated with the customer’s usage per kWh. 7/2024 20  THE TDSP/TDU This glossary provides definitions for the Cancellation/Rejec tion codes associated with business process transactions. *Please see the manual for a list of additional codes and transactions. 7/2024 21  THE TDSP/TDU This glossary provides definitions for the transaction codes associated with business process transactions. *Please see the manual for a list of additional codes and transactions. 7/2024 22  TECH & TERMS IMPORTANT APPS Overview of the APPs needed for our Care Team GLOSSARY Energy industry terms and definitions. 1/7/20XX 23  APPLICATIO NS & PLATFORMS These applications and platforms provide us various dashboards that allows access to customer accounts, submit transactions, and communicate internally and externally. Agents should always use the following for Texas Markets: Bridge HelpScout ESG (or Titanium) ERCOT Vonage (phone system) 7/2024 24  GLOSSARY This glossary provides definitions for the energy terms associated with business processes and operations. *Please see the manual for a list of additional glossary terms. Now let's pause to review these terms 7/2024 with a short 25  STANDS FOR TEAM! Please remember to never assume or share information that you are uncertain of. Contact your leadership and advisors for support. You may also refer to the printed guides and manuals for information when sharing with the customer. THANKS FOR LEARNING WITH 7/2024 26