6.1d ERMUSR 02-09-2021______________________________________________________________________________
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UTILITIES COMMISSION MEETING
TO:
ERMU Commission
FROM:
Jennie Nelson – Customer Service Manager
MEETING DATE:
February 9, 2021
AGENDA ITEM NUMBER:
6.1d
SUBJECT:
Staff Update
ACTION REQUESTED:
None.
DISCUSSION:
• The construction industry has certainly not taken a winter break! New service
applications and account setups continue to keep our department busy. I have great
appreciation for the attention to detail staff employs in this process, from application
and account setup all the way to meter installation in the billing system.
• Work continues on the Remit Plus (remote deposit and check scanning) software
implementation. The customer service, IT, and finance departments will be working
together on virtual training sometime in February, with a live date of March 1.
• Our Billing Specialist works diligently to comb through accounts before every billing to
identify issues with meter readings or high/low usage. She has identified several water
meters that have recently failed and has worked with the water department to address
those issues.
• Our Credit & Collections Specialist is following up weekly on delinquent tags that are
hung on customer’s door that receive no response. She puts in a lot of effort to try to
determine if the property is vacant or not and what the best next steps are for the
account.
• This year has gotten off to a great start for residential energy efficient appliance rebate
applications. Our Customer Service Representatives have been busy verifying the
efficiency of the appliances and adding those credits to customer’s accounts.
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