Quizz 3

Who oversees the ERCOT Market and is responsible for licensing Retail Electric Providers?

• TDSP

• ERCOT

• PUCT

• Attorney General

Who is responsible for resolving power outages?

• Retail Electric Providers

• TDSP

• ERCOT

• PUCT

What are the hours of operation for Frontier Utilities?

• 6:00 am to 6:00 pm Monday through Friday and 8:00 am to 2:00 pm on Saturday

• 7:00 am to 6:00 pm Monday through Friday and 8:00 am to 5:00 pm on Saturday

• 7: 00 am to 8:00 pm Monday through Friday and 8:00 am to 2:00 pm on Saturday

What are the hours of operation for Gexa Energy?

• 6:00 am to 6:00 pm Monday through Friday and 8:00 am to 2:00 pm on Saturday

• 7:00 am to 6:00 pm Monday through Friday and 8:00 am to 5:00 pm on Saturday

• 7: 00 am to 8:00 pm Monday through Friday and 8:00 am to 2:00 pm on Saturday

Regarding the Security Verification Process: If an account is NOT validated through the IVR, agents must confirm

• Account Holders/Secondary name, Service Address, and 1 Personal Identifiable Information (i.e. SS#, DL, or DOB)

• Account Holders/Secondary name, Password on Account (if available) or 1 Personal Identifiable Information (i.e. SS#, DL, or DOB)

• Account Holders/Secondary name, Billing Address, Social Security Number

• None of the Above

Regarding the Verification Process: A Secondary (Decision Maker) cannot process a Move Out for either the Gexa or Frontier Brand

• TRUE

• FALSE

Regarding the Verification Process: A legal spouse is automatically considered to have equal authority as the account holder, whether they are listed as a secondary or not

• TRUE

• FALSE

The purpose of a Call Disposition is to acquire data to understand the root cause of every call.

• TRUE

• FALSE

When “BadAddr” appears on an account in SS+, this indicates:

• The TDU had to correct the address

• The Transaction was Rejected by the TDU

• The agent typed in the wrong address during the enrollment

• The location does not exist

Agent must review the Call History Notes and the Accounts section to determine the total amount of a bad debt owed to Gexa Energy/Frontier Utilities

• TRUE

• FALSE