6.1d ERMUSR 06-08-2021UTILITIES COMMISSION MEETING
TO:FROM:
ERMU CommissionJennie Nelson – Customer Service Manager
MEETING DATE: AGENDA ITEM NUMBER:
June 8, 2021 6.1d
SUBJECT:
Staff Update
ACTION REQUESTED:
None
DISCUSSION:
The office is opento the public and we’re starting to see customers trickle into the
lobby. The main reasons seem to be for purchasing garbage stickers (which they can
also do over the phone with the garbage hauler) and to see a smiling face, which the
customer service department is great at providing!
WiFi thermostat and AC tune-up rebate applications are flooding in. The customer
service representatives have been answering a lot of phone calls about the new
thermostat rebate program and have spent a lot of time processing the applications.
The moving season has begun, which means more service orders to process. In just one
day, there were 41 transfer service orders which require the meter technicians to gather
readings and processing by our billing specialist. She does a great job at keeping track of
outstanding service orders and makes sure the data is accurate for billing.
The energy assistance application deadline has been extended to September 1. Our
customers are really benefiting from the extension and our credit and collections
specialist continues to encourage our delinquent customers to apply.
The proposed Cold Weather Rule extension, which would expand the timeframe to
October 1 – April 30 instead of October 15 – April 15, seems likely to pass through
legislation. If it does, we will need to work with National Information Solutions
Cooperative to adjust some of the custom programming we have within our software.
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