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Toho Water Authority - After Hours Dispatch
Test Description: Training test for agents on TWA account.
Instructions: Answer all questions to get your test result.
1) What department are tickets sent to from 5PM to 6PM Monday-Friday?
A
Field Service Technician
B
Station 9
C
Customer Service Technician
D
Lift Station Technician
2) Which of the following fee can be waived by us (Agents)?
A
Disconnection Fee
B
Premium Reconnect Fee
C
Next Day Service Fee
D
Same Day Service Fee
3) How can we assist a customer with preventing their disconnection if they are not able to pay their bill on that day?
A
Advise them to call customer service during normal business hours
B
Create a payment arrangement if the account permits
C
Send a request ticket to station 9
D
Call a supervisor and see if they can pay at a later date
4) What is the cut-off time for Reconnections and Incomplete Turn On requests Monday-Friday??
A
5PM
B
6PM
C
8PM
D
7PM
5) What must we do first for No Water calls after we verify the account?
A
Send No Water ticket to station 9 or Field Service Tech
B
Advise the customer to call back during normal business hours
C
Troubleshoot with the customer and have them check the house valve
D
Send No Water ticket to station 9 or Standby 1 (Customer Service Tech)
6) What is the total cost of a new customer moving in?
A
$100
B
$75
C
$125
D
$50
7) What is the phone number we call for Lift Station issues?
A
407-201-0695
B
407-944-5178
C
407-319-6870
D
407-885-2382
8) When does the $25 premium reconnect fee apply?
A
Weekdays after 6pm and on weekends
B
Weekdays after 2pm and on weekends
C
Always
D
Weekdays after 5pm and on weekends
9) What is required of the customer when they have an incomplete turn on?
A
They must contact customer service during normal business hours
B
They must hire a handyman or plumber before technician arrives
C
Someone does not need to be home but all faucets inside the home must be off
D
Someone must be home and all faucets inside the home are off
10) What day do our technicians change?
A
Monday
B
Friday
C
Thursday
D
Tuesday
11) Who are the two supervisors for Toho that can only be reached by an inktel supervisor?
A
Andrew Martinez and James Hummer
B
Horace Skinner and Luis Martinez
C
Jonathan Rivera and Phillip Williams
D
Ruben Terron and Kevin Lacy
12) If a customer calls in for a reconnection on Friday after 7pm, When is the soonest they can be reconnected?
A
The next day (Saturday) ticket will be sent to standby 1 technician
B
That same night when the technicians are finishing the rest of their reconnect tickets
C
They will have to wait until Sunday since we do not reconnect on Saturdays
D
The Monday following because we are not able to reconnect them on weekends
13) When are we permitted to use our phones and internet access?
A
Whenever you want because we are allowed to only on our account
B
Once all the supervisors/managers have left for the day.
C
Never. Ever.
D
Anytime as long as you are descreet about it
14) What is the first step a potential customer must take in order to start services with us?
A
They must contact KUA to make sure there is not already an account with them
B
Complete online application and then follow up with customer service on the following business day
C
Pay the $125 deposit needed for services to be started
D
Call customer service during normal business hours so they can start their application
15) What are the two main options we have to de-escalate a customer who is calling in about a reconnect?
A
Waive the disconnection fee and roll over the premium reconnect fee
B
Try to calm the customer down and if they persist then call over a supervisor
C
Waive both the disconnection fee and the premium reconnect fee
D
Waive the premium reconnect fee and roll over the disconnect fee
16) What time do we stop doing reconnections on the weekends?
A
4pm
B
Noon
C
2pm
D
10am
17) What are the two records we have to check on an account before offering a payment arrangement?
A
We are not able to offer payment arrangements, they can only be done by customer service
B
Transaction History of disconnects and No Previous Broken Arrangements
C
Phone number on file and Email address
D
Service Orders and Comments on Account
18) What department are sewer stop up issues sent to?
A
Field Service
B
Customer Service
C
Lift Station
D
Station 9 after 6pm
19) What number do we call if we are not able to reach Customer Service Standby 1 after a few tries?
A
Reach out to standby 2 at 407-414-6410
B
Reach out to supervisor on duty
C
Reach out to field service technician
D
Just keep trying the same number until you reach the technician on standby 1
20) What is the one Toho email address that we use for ALL tickets?
A
[email protected]
B
[email protected]
C
[email protected]
D
[email protected]
*select an answer for all questions
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