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--------------------------DAY 1-------------------------------- AmeriGas - Largest Propane provider in the US, founded in 1959, Hugh Callagher

Propane - LPG Liquefied Petroleum Gas - extracted from Natural Gas processing and petroleum refining - safe, clean, powerful, reliable // powering homes and businesses

Propane is also referred to as liquefied petroleum gas, often shortened to "LP gas" or "LPG". It's an alternative fuel that's a byproduct of natural gas processing and petroleum refining. It's safe, clean, powerful, and reliable—and it's powering homes and businesses all over the world.

PROPANE DISTRIBUTIONS 85% propane in US(in) // 15% propane in Canada(out)

US. Natural Gas Processing // U.S. Petroleum Refineries // Canadian Imports // Other Imports 250 Domestic and International Sources of Propane | v Underground Storage // Above Ground Storage Primary and Secondary Storage | v Pipeline (UG) // Transport (Trucks) // Rail (Near railroads) Transportation | v Residential (Houses) // Agriculture (Plantations) // Commercial (Restaurants, Large Businesses) Industrial (Forklifts) // Transportations (Car) Consumers // Customers via Smaller Trucks - 2500 Gal and 3500 Gal and 5000 Gal (District Offices)

Safety - commitment is unmatched // highest priority - employees, customers, general public, full compliance with applicable statutes, regulations and ordinances

USAGE FOR DIFFERENT ACCOUNT TYPES Residential Space Heaters // Furnace (many parts of the house) // Water Heater // Stove Fireplaces (one part of the house // uses wood) // Pool // Patio Heaters // Grills // Generators

Business (Commercial & Industrial) Forklift (Motor Fuel Cylinder) // Business Heat // Builders // Torches // Dispensers Patio Heat // Stove & Oven // Generators // Firepits // Auto Gas

Agricultural (Farm & Orchard) Chicken Houses // Orchard Heat // Barn Heat // Crop Dying Greenhouses // Generators // Weed Burners // Irrigation

AmeriGas Cylinder Exchange (ACE) / Cynch (Local provider - bought by amerigas) 20# Cylinders (20lbs) // Vending Machines // Grills // Patio Heaters // Portable Cookers // Fire Pits

Propane Tanks (80%) Propane in liquid form, sizes and containment at high pressures

site technician - site survey

--------------------------DAY 2-------------------------------- Propane - No smell = Odorant (Ethyl Mercaptan = like rotten egg) is added // colorless, odorless and tasteless - Liquid = Boiling Poing -44oF // to stay as liquid needs to be stored under pressure // light than water - Vapor = Vapor is 1&1/2 times heavier than air // low-lying area // expands 270x it's original volume - Miscellaneous = Liquid propane expands 17x more than water w/ temperature changes = Vapor in heavier than air // propane liquid is lighter than water = achieves stability in tanks

ASME 'aboveground tank' - COLOR American Society of Mechanical Engineers Needs to have color for the absorption of heat from the sun.

TANK FEATURES Liquid Withdrawal Valve Liquid Withdrawal Dip Tube Fixed Liquid Level Gauge Dip Tube Float Gauge Assembly - % of tank // 30% for will call cx Pressure Relief Valve Pressure Relief Valve Springs - release to remove some pressure Liquid Withdrawal Belly Valve

Float Guage - measures the level of liquid propane in the tank Service Valve - Regulator // Righty Tighty = Lefty Loosey Filler Valve - Connected to the truck to refill Fixed Maximum Liquid Level Gauge - Full tank (80%) Vapor Equalizing Valve - Overcapacity detector equalizer // to make the tank safe lessen the propane in the tank

''small tank - doesn't have the Liquid withdrawal valve and pressure relief valve''

underground tank - W/OUT COLOR - has a dome lid cover above ground

Propane Cylinder - portable storage containers - two groups = liquid // vapor - 100lb // 200lb // 300lb // 420lb can be a part of stationary installation // can be bulk - demand and usage are higher // for the meantime - temporary cylinders = has leasing fee // rent fee - stationary = cage fee

Stationary Cylinders 100lb cylinder - 24 gal propane 420lb cylinder - 99.6 gal propane

Motor Fuel Cylinder - 33lb cylinder

Propane Grill Cylinders - ACE (AmeriGas Cyl Exch)

Metered cx - monthly bill // reading every month single metered cx = own house - subdivisions multiple metered cx = apartments // establishments

BULK PROPANE DELIVERY TRUCKS 2800Gal - bobtails truck (cute) // countryside - provinces (N.Carolina, Ohio, Arkansas) 3200Gal - bigger truck // commercial located near the highways

Cylinder Delivery Trucks Closed - ACE (Vending Machine) // Grills // Patio Heater Open - Motor Fuel Cylinders

Service Trucks servicing only the tank (for AmeriGas agents) // local or third party technicians for appliances Removing and installing a tanks - fully equipped - service gas lines/pipelines 1000 Gal Tank - big pick up trucks // commercial 250 Gal Tank - small pick up trucks // country sides

Propane Terminal - Storage 30kGal per Tank | v District Storage Location from Oil Refineries in the middle of the ocean PTI - Propane Transport International | v Dispenser Pump Stations Refilling stations rather than ACE // Licensed pump attendance - service technicians - drivers

Railroad Propane Usage warming up the rails // track switch heater train = electricity // rails = propane Provide the number of national accounts for railroad accounts

jvvl || 123098

AMERIGAS 1Billion retail gal per year // 1.7M Cx // largest propane provider
centralised cx service // no personnel in onsite 30th largest fleet in US with over 8600 total vehicles

Core Values of AmeriGas Safety // Respect // Integrity // Responsibility // Reliability // Excellence

automatic - forecast 20-30% auto deliver (FCT) // fixed cycle, once a month, first friday of the month (FXD) will call (WLC)

--------------------------DAY 3--------------------------------

USAGE OF PROPANE Home Heating // Auto Fuels // Crop Drying // Forklift & mover fuels // Household Appliances Orchards // Gas Barbecue Grill // Pool Heat // Rail Roads

National Accounts transfer to 888-52-8-94-75 Orchard - Apple for Orchard Account Railroad - Train for Railroad/National Account 888-52-8-94-75 Agriculture - Tractor for Agricultura/Orchard Account 888-52-8-94-75 (Purple Star) - Priority Customer

ICONS (Account - Icon) Residential - House // Commercial - Factory // Motor Fuel - Forklift // ACE - Gas tank // Railroad - Front Train National Account - America Country with Dollar Sign // Crop - Tractor // Orchard - Apple // Builder - Worker Hurricane - Cloud with Umbrella // Transport - Bobtails // Amerigas Consignment - Green Diamond

Tank and Cylinder Delivery Abbreviations CYLINDER EXCHANGE BLK (Bulk) Indicates the Customer has a bulk tank that is filled, and the Customer is billed by the gallon. BGL (Spray fill by gallon) Indicates the Customer has cylinders that are Spray Filled, and the Customer is billed by the gallon. BCL (Spray Fill by Cylinder) Indicates the Customer has cylinders that are Spray Filled, and the Customer is billed by the number of cylinders filled. CEX (Cylinder Exchange) Indicates the customer has cylinders that are exchanged when empty and is charged for the number of cylinders exchanged.

Customer Journey -Inside Sales Center (ISC) = create account // pricing discounts // first schedule for service or delivery or both -Service = schedule and route service trucks // maintenance // service technicians (locktanks) // delivery technicians = delivery technicians (bobtails) -Delivery = coordinates with delivery reps -Business Services = updating master data and other account data (back office) *billing account number *delivery account number = for corporate accounts -One Call Center Operations = Charlotte, n.carolina. california - emergency calls(all after hour // 24/7)

Key roles within customer lifecycle - CES Inside Sales - creates new account Business Services - account maintenance Customer Experience Advocate - right level maintenace Delivery Coordinator - coordinates with the local team Service Coordinator - coordinates with the local team

Key roles within customer lifecycle - Field OPs Territory Manager Assistant Territory Manager Operations Coordinators Service Technicians Delivery Representative

CXA Role and Responsibilities Respond • Respond to and process all customer calls in a prompt and professional manner Acknowledge and resolve • Acknowledge and resolve customer concerns; promptly escalate complaints when needed Determine • Determine the probable nature of each call by listening carefully, researching customer records and asking questions for clarification Process • Process orders, forms, applications, requests, and payments accurately Communicate • Communicate clearly and respectfully with callers, restating information when necessary to ensure the customer's understanding Document • Keep records of customer interactions, transactions, comments and complaints by recording clear, complete and concise documentation in case management logs

Specialty Teams Vermont - Customers in the state of Vermont have specific rules, mandates and laws about how their accounts are handled. These customer are routed to a team specifically designated to handle the calls LIHEAP - Low Income Heat and Energy Assistance Program. Local state, charitable and government agencies requesting service/deliveries for customers approved for resources outside of AmeriGas. These customer are routed to a team specifically designated to handle the calls. Handles financial problems of customers. Meters - Metered accounts have a wide range of processes requiring access to maintain the accounts functionality and accuracy. Resolution - Works as a 1st escalation point for customers with immediate needs or complaints. Emergency - 24/7/365 access to agents specifically trained to handle and dispatch emergency calls. Chat/Email - Addresses customer concerns raised through email and chat communication options. Customer Advocacy - Handles escalation request from Social Media, Letters, calls or emails to Executive Leadership, Better Business Bureau and Attorney General.

Terminologies and Acronyms ACE - AmeriGas Cylinder Exchange Cage - houses amerigas cylinders at customer locations

AmeriGas Advantages 24/7 One-Call Emergency Access to a Trained Employee ➤ Provides peace-of-mind knowing your system is safe. Security of knowing AmeriGas is always there. Automatic Delivery ➤ Convenient and worry-free way to ensure continual, uninterrupted gas flow. Online Account Management ➤ 24/7 self-service to view and pay bills, check delivery status, and eligible accounts can place delivery orders and avoid the will-call fee. Convenience Pay ➤ Monthly payment program designed to provide predictable year-round billing of your propane expenses. Flexible Payment Options ➤ Places the timing of payments in the customer's hands. Guaranteed Price Programs ➤ Eliminates the worry and risk associated with market-based pricing and the uncertainty of winter prices.

Call Handling Additional Safety Advantages ➤Visual Safety Inspections of tanks with every delivery ➤ Remote Shut-Off Devices on delivery vehicles ➤Twice Daily Vehicle Inspections Employees Trained exclusively in propane and propane systems per National Propane Gas Association standards ES ➤Strict compliance to all Federal, State, and local regulations Sponsorship of website devoted exclusively to safety (propanesafety.com) ➤ Drug testing and security background checks for all CDL licensed personnel ➤ Routine inspection and recertification of all tanks and cylinders Office of Pipeline Safety (OPS) systems compliance

SERVICE BEHAVIORS

CX's Account case types Sold to

Ship to

Opportunity

Sub Case Types: Billing/AR: • Billing Changes • Convenience Pay • Dunning/Collections • Fees and Rent • Incorrect Bill • Invoice Request • Payment Arrangements • Payment Inquiry • Refunds

Service • Call to Dig • Cancel Service Appt. • CO Detector • Fuel/Oil Spill •Gas Leak • Meters • Permitting • Request Service Appt.

Delivery • Cancel an Order • Delivery Method Change • Delivery Request • Modify an Order • Proof of Delivery • Transport Request

Account Administration • Autopay • Consumer Privacy Request • Contact Information • Online General Support • Preference Management • Site Information Change

Pricing • Community Codes • Contract • Discounts • GPP • Pricing Inquiry/Quote

Other General Support • Customer Site Question • District Site Questions • Fraud • Property Management • Special Project • T and C

Discontinue Service • Final Bill • Moving • Retention Opportunity • Takeover - Final Bill

Complaint • Corporate Escalation • On-Site Complaint • Personnel Complaint • Property Damage

Non Cx • no sub

Vending • no sub

LIHEAP • No sub

What can an Authorized User Do?

We dont have to create a case if payment and balance inquiry

09162395627 Niel Pavillion

os4541t503@amerigas.com Education01

kbaut049@apc.iml.sitel.net

1 tank, 1 account (Ship To)

Nov 08, 2022. IVR - Interactive Voice Response

Queue Processes All Cases either need to be resolved or added to the Appropriate Queue

When to Queue: If the case needs to be sent to another department because you can not finish the request, or an action is waiting to be completed.

When to Resolve: If all work has been completed on the case, at the time of the call, resolve the case.

What to Notate: Notes should clearly and completely explain the customer's situation, actions taken and outcome.

When to Notate: Notes should be added during the call, or immediately after the call to ensure others are able to see the most current up-to-date customer interaction details.

Nov 09, 2022. Payment Terms - like uhhhhhhhhh given time for them to pay.

Add Authorized User

  1. Pull up the account and click the magnifying glass
  2. Under Sold To; scroll down at the Related Contacts
  3. Click the ellipsis button
  4. Choose New Account Contact
  5. Add the name under Contact
  6. Click Add New Contact and Fill in the required fields
  7. Hit Save & Close
  8. Create a case under Sold To
  9. Case Type: Account Administration
  10. Case Sub Type: Contact Information
  11. Who called in by:
  12. Add description
  13. Save
  14. Add Notes & Activities
  15. Resolve Case
  16. Close

Add c/o on the Account (care of)

  1. Pull up the account and click the plus sign
  2. Create a case under Sold To
  3. Case Type: Account Administration
  4. Case Sub Type: Site Information Change
  5. Who called in by:
  6. Add description
  7. Save
  8. Load SAP
  9. Click on Sold To #
  10. Click Menu
  11. Choose Customer
  12. Hit Display
  13. Add c/o plus the name beside the account name
  14. Save
  15. Add Notes & Activities
  16. Resolve Case
  17. Close

Payment Terms Overview AmeriGas provides credit terms and limits to both residential and commercial customers. Payment Term (convenience pay) Description of Terms APIA: Pay In Advance/ Payable Immediately A001: Due within 1 Day: AutoPay required for this pay term (after receiving the bill they have a day to make a payment of it) A030: Due within 30 Days: Residential and Commercial Accounts A045: Due within 45 Days: Commercial Accounts with Credit Department Approval Only A060: Due within 60 Days: Commercial Accounts with Credit Department Approval Only A090: Due within 90 Days: Large Commercial and Agricultural Accounts with Credit Department Approval Only ABPY (account budget payment): Due on the 30th of each month: Convenience Pay Contract Required

Dunning Level AmeriGas has a collection process for when customers do not pay invoices on time. This includes: ➤ An Automated Dunning System in SAP ➤ Phone calls to customers from third-party collection agencies ➤ Imposing delivery restrictions or order blocks on customers via system automation and manual entries ➤ Sending collection letters to customers via third-party collection agencies

Late Fee Charge: $36 If the customer would settle the past due balance while on the dunning level, that payment will take effect after 24hrs.

Dunning Levels

Bulk Customer Dunning Level 1: 1-30 Dunning Level 2: 31-45* Dunning Level 3: 46-60 Dunning Level 4: 61-75* Dunning Level 5: 76-90 Dunning Level 6: 91-120* Dunning Level 7: 121+

Budget Pay Customer Dunning Level 1: 1-14 Dunning Level 2: 15-45 Dunning Level 3: 46-60* Dunning Level 4: 61-75 Dunning Level 5: 76-90* Dunning Level 6: 91-120 Dunning Level 7: 121+

Meter Customer Dunning Level 1: 1-15 Dunning Level 2: 16-30* Dunning Level 3: 31-45 Dunning Level 4: 46-60* Dunning Level 5: 61-75 Dunning Level 6: 76-90 Dunning Level 7: 91+

Dunning Levels - 1,2 and 3 Starting at Dunning level 2, an account with a balance of $36 or more is placed with one of the third-party collection agencies AmeriGas uses.

The third-party collection agencies are: ➤ Account Recovery Management Solutions (ARM) ➤ Contract Callers Inc. (CCI)

Dunning Levels - 4, 5 and 6 If a customer's account goes to dunning level 4, a delivery block is automatically applied to the account. The block remains until the account is brought to a status below dunning level 4.

Dunning Level – 7 For accounts in Dunning level 7, system automation changes the account to Payment in Advance (APIA). APIA payment terms will remain on the account unless a review is requested.

A second collection agency, ARM Solutions pursues the account after 300 days past due.

Nov 10, 2022.

Renaming Invoice bill after downloading it: Invoice_NameofCx

Military Discount

  1. Pull up the account and click the plus sign

  2. Create a case under Sold To

  3. Case Type: Pricing

  4. Case Sub Type: Contract

  5. Who called in by:

  6. Add description

  7. Save

  8. Go to Cview Pricing Tile to check if customer has an existing discount (proceed if none)

  9. Go back to CRM Pricing Tab

  10. Fill in field for Discount Type: Military

  11. Fill in field for year of Service: Year when they joined the service

  12. Follow call script

  13. Click Applications Tab in CRM

  14. Select Business Services

  15. Logon the Service Now using your AmeriGas Production ID

  16. Fill in the applicable fields

  17. Submit

  18. Copy RITM No

  19. Under Summary Tab in CRM go to Flags > paste RITM No to the Service Now Ticket

  20. Add Notes & Activities

  21. Add to Business Services Queue

  22. Save & Close

Types of Payment Method E-Check Payments E-Checks are always taken as a "Down Payment" on the customer's account. ACH (e-check) is not an instant authorization. The credit will be available on the customer's account in 1-3 days.

Required items for an E-check payment: Bank Key or Routing Number (9 digits) (Lower left corner of the e-check account) Bank Account Number (6 or 10 digits) (middle--beside the routing number and check number) Account Holder Name

Credit/Debit Card Payments Taking a credit/debit card payment can be done as either a down payment or against an existing invoice on the customer's account. When no invoices exist or if the customer is making a budget payment, the Credit/Debit Card should always be processed as a Down payment.

Debit Card: Real time Credit Card: 24hrs to reflect

Required items for a credit/debit card payment: ➤ Card Type (Visa (16 digits), Mastercard (18 digits), Wex card, Discover card and American Express) ➤ Tokenized Card Number ➤ Valid To Date (Expiration Date) ➤ Cardholders Name

Eckoh Eckoh is a system that generates a tokenized credit card number in order to protect customer's information from the risk of fraud.

Eckoh is access from the Applications menu in CRM:

  1. You enter in the call ID number
  2. The customer enters their credit card number into their phone
  3. Once the customer selects the pound button a token appears

Eckoh allows us to process payments securely. Customers should never verbally provide their credit card information. Input the card number by the phone keypad on your screen

If... • The customer is using their speaker phone Then... • Politely ask the customer to come off their speaker as the Eckoh application will be unable to recognize the numbers which can prevent the payment from processing.

If... • The customer is flustered or makes a mistake Then... • Reset their entry by entering pound (#) 1 on your telephone keypad. • Alternately, you can instruct the caller to press star (*) and re enter their card number followed by the pound key.

If... • The customer takes more than 15 seconds between digits, or takes more than 15 seconds to hit pound Then... • Instruct the caller to press star and re-enter their card number followed by the pound key

If... • You hear "PAN Length Error" Then... • This indicated that a caller did not enter 15 or 16 digits before pressing pound. Instruct the caller to press star and re-enter their card number followed by the pound key.

Payment Reversal The processes will vary based on factors including: The type of payment (Credit/Debit card or E-check) The payment date (Same day or in the past) The system used to process the payment (Online or Agent)

Payment Type Credit card: Any time, unless the credit card has expired from the time the initial payment was made. Note: If the credit card payment was taken as a down payment and then manually applied to an invoice/invoices, you will need to contact Support to de-link the payment before proceeding with this process.

E-check: The same day the initial payment was processed. Note: If the reversal is requested on a different day, Support must be contacted.

Online: If the payment shows online as "scheduled," the customer can access their online payment history and cancel it before it processes. If the payment shows online as "completed," create a Billing AR case add detailed notes for the payment on the Notes and Activities tab and send an email to RCC to process the refund at RCC.SAPSUPPORT@AmeriGas.COM

Online Payment Reversal Online payments need to be handled by the customer if the payment has not yet processed, and by the Agent if it has already been processed.

➤ Scheduled: The customer can access their online payment history and cancel it before it processes. ➤ Complete: Create a Billing AR case add detailed notes for the payment on the Notes and Activities tab and send an email to RCC to process the refund at RCC.SAPSUPPORT@AmeriGas.COM The RCC team will not resolve the case, the agent who started the case ALWAYS is responsible to resolve the case upon refund completion.