Handling Invoice and Utility Concerns Effectively

🧾 Invoice Concerns (Org-Related)

🔹 Common Scenario -These concerns often come from government entities (e.g., Department of Weights and Measures). -Not related to customer charging sessions, but to organizational matters.

🔹 What to Do 1. Gather Key Info: -Who is contacting? -What are they asking for? -When do they need a response? 2. Create a Case: -Document all gathered info. -Escalate the case to the appropriate team. 3. Provide Contact Info: -Share the general accounting email: 📧 accounting@drivegreenline.com -Only for org-level invoice issues (not customer charging invoices). 4. Customer Communication: -Let the caller know the issue has been escalated. -They should expect an update within one business day.

⚡ Utility Outage Concerns

🔹 Common Scenario -Issues may come from Colton Electric Utility (CEU) or similar. -Can be planned outages or unexpected ones.

🔹 What to Do 1. Gather Key Info: -Who is calling? -Why is there an outage? -When will it happen (specific time of day)? 2. Be Specific: -Don’t just accept “planned outage on the 28th.” -Ask for exact timing to assess impact (e.g., busier at 2 PM vs. 9 AM). 3. Phone Number Role: -The main support number on the website is often contacted first. -Expect general inquiries or notifications not directly related to charging. 4. Your Role: -You’re not expected to resolve the issue. -You are expected to ask detailed questions to help escalate effectively.

✅ Summary for Both Topics *Always collect: -Who is contacting -What they need -When they need it *Be specific and thorough. *Escalate and create a case. *Provide the right contact info (e.g., accounting email). *Communicate clearly that an update will follow within 1 business day.