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TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · PDF file TXU Energy offers a variety of innovative products and solutions, allowing both its residential

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Text of TXU Support Opportunity Announcement TXU Energy Opportunity 10.10.16.pdf · PDF file TXU...

  • TXU Support Opportunity Announcement 1

    Page 2 : Opportunity at a Glance

    Page 3 : Client Overview

    Page 4 - 5 : What to Expect

    Page 6 - 7 : Servicing Information

    Page 8 : Certification Course Details

    Page 9 : Program Equipment Requirements

    Page 10 - 11 : Service Metrics & Requirements

  • Opportunity at-a-Glance Inbound retention, customer service and sales.

    2

    Customer

    Service

    Service

    Revenue

    Average Per Interval

    $6.25 ($12 per hour)

    Base Rate Per Interval

    $5.75 ($11.50 per hour)

    Top Performing

    Companies

    Can Earn

    $6.90 per interval ($13.80

    per hour)

    Average Range

    $5.25 - $6.50 per interval

    ($10.50 - $13 per hour)

    Sales

    DISCLAIMER

    This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in

    the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the

    SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course.

    https://partnersetup.arise.com/custom/DisplayFile.aspx?FilenamePath=/Arise//Sample SOW Template_040414.pdf http://www.ariseworkfromhome.com/system-equipment-requirements/

  • Client Overview

    3

    TXU Energy

    TXU Energy is a market-leading, competitive, retail electricity provider, powering the lives of more Texans than any other retailer. TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business customers to choose options that best meet their needs, including exceptional customer service, competitively priced electricity service plans, innovative energy efficiency options, renewable energy programs and other electricity-related products and services.

    DISCLAIMER

    This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in

    the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the

    SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course.

  • What to Expect

    Become a Trusted Advisor to TXU Customers and New Prospects that are interested in signing up with TXU Energy

    Below is a partial scope of services your company can expect on the TXU program:

    • Strive to resolve the customer issues on the first call

    • Demonstrate knowledge of TXU Energy processes and policies

    • Build trust and rapport with the TXU Customer through clear, respectful interaction

    • Always strive to ensure that overall customer satisfaction remains high, while resolving issues

    • Understand “client call flow” and Texas Utility regulation

    • Ensure no Public Utilities Commission Complaints are filed

    • Ensuring that no TXU customer has a Lights Turned Out In Error (LOIE) situation

    New Prospect Scope of Services

    • Quickly identify customer needs in first few minutes of the call to offer the appropriate plan

    • Accurately enroll the customer in the correct plan

    4

    Current Customer Scope of Services

    • Review, analyze and respond to customer billing inquiries • Resolve customer issues or questions • Processing payment deferrals • Attempt to save customers who may be moving, unhappy with

    the plan or current rate

    DISCLAIMER

    This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in

    the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the

    SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course.

  • Intervals are available 8:00 am EST – 11:00 pm EST 7 Days a Week, 365 Days a Year Subject to change based on client needs.

    Servicing Information

    DISCLAIMER

    This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal

    document, nor a comprehensive review of all terms included in the applicable Statement of Work (SOW). You should

    thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of

    the SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification

    course.

  • To be considered for this opportunity, a call center company and its representatives are

    required to be familiar with TXU Energy’s footprint and live in the state of Texas. It’s a plus if

    you also have a good working knowledge of the energy business.

    Disqualifiers

    Before proceeding, check this list of “disqualifiers” to make sure none of the following applies

    to you, the micro call center company owner, and/or your company’s agents. A call center

    company DOES NOT QUALIFY to participate in this program if any of the following applies to

    the business owner or designated agent participating in the opportunity:

    • Was servicing under one or more Statement of Work that was terminated for cause

    • Dropped from “enrolled” status in a program opportunity less than 8 weeks before

    expressing interest in this program opportunity

    • Is currently employed by TXU or another energy company

    • Dropped and/or failed an Arise-offered certification course within the past 60 days

    6

    Additional Background Check and Drug Screening Required

    Some client programs require additional screenings. For this opportunity, the background checks and drug screenings must be completed and passed before the certification course begins. Failure to do so may result in the micro call center company’s agent being dropped from the opportunity and no refunds will be given to your company.

    • The background check step will be presented to the enrollee upon processing the course payment.

    • The background check and drug screening will be done at no cost to your company or your agents. Both must be completed and passed before the certification course begins.

    • Failure to completed both the background check and drug screening within the allotted time period will result in a drop from the opportunity and no refunds will be given.

    For questions regarding this exemption please contact [email protected]

    DISCLAIMER

    This Opportunity Announcement (OA) is intended as a summary of the applicable business opportunity. It is not a legal document, nor a comprehensive review of all terms included in

    the applicable Statement of Work (SOW). You should thoroughly review each SOW prior to executing it. In the event of a conflict between the OA and the SOW, the terms of the

    SOW will take precedence. Arise recommends a thorough review of all policies prior to enrolling in the certification course.

  • Certification Course Details Course Cost $79.00 - Certification Duration 10/10/16 – 12/08/16 Start Earning Service Revenue 11/23/16

    Pre-Course Work To be completed before the first day of class.

    • Complete “TXU Virtual Clean Up” systems check

    • Learners will need to complete an assessment

    before enrolling in the course

    • Attend Virtual Clean Up course if check is not passed

    Classes Are Held

    Monday thru Friday EST Select which phase to participate in,

    and the preferred class time (only one).

    AM Class Times Available

    • Phase 1: 9 a.m. – 12 p.m.

    Phase 2: 8 a.m. – 12 p.m.

    • OR

    • Phase 1: 10 a.m. – 1 p.m.

    Phase 2: 10 a.m. – 2 p.m.

    PM Class Times

    • Phase 1: 5 p.m. – 8 p.m.

    • Phase 2: 4 p.m. – 8 p.m.

    • OR

    • Phase 1: 6 p.m. – 9 p.m.

    • Phase 2: 6 p.m. – 10 p.m.

    7

    Phase 1 – 10/10/16 – 11/22/16

    Instructor Lead eLearning

    Classroom and self-paced work

    • 3 hours per day instructor-led classroom sessions

    • Daily office hours offered by instructor for

    additional 1:1 time as needed

    • All self-paced modules and assessments should

    be completed daily

    • Complete all exams scoring 80% or higher

    Phase 2 – 11/23/16 – 12/8/16 Start Earning Revenue!

    Blended Classroom & Call Taking

    Continue eLearning while generating revenue

    taking your first calls!

    • 2 hours per day instructor-led classroom sessions

    • 2 hours per day taking calls at specified time

    • 10 hours per week of service time within designated

    timeframes

    Affidavit of Identification Provide a completed notarized affidavit of identification and Photo ID. Failure to provide the completed affidavit will delay

    certification and prevent Arise from offering your comp