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Center for Curriculum and Transfer Articulation
Major: 5310N
Effective Term: 2020 Fall   

Award: CCL  
Total Credits: 16
CIP Code: 52.0411
Instructional Council: Occupational Administrators (53)
GPA: 2.00
SOC Code: Upon completion of this certificate, students may pursue a career as:
43-4051.00 Customer Service Representatives


Description: The Certificate of Completion (CCL) in Utilities: Customer Service program is designed to provide students with training to meet requirements for employment in the customer service area of the utilities industry. Courses focus on handling customer accounts, including processing new customer accounts, service orders, service plans, rates, and payments.



Required Courses
UCS101 Introduction to Billing 3
+ UCS108 Account Services for Public Utilities 1
UCS110 Meter and Trouble Orders 2
UCS120 Payments, Credits and Rates 3
UCS130 Service Orders I 3
+ UCS135 Service Orders II 2
+ UCS140 Service Order Procedures 2

OR

UCS105 Introduction to Public Utility 2
+ UCS122 Public Utility Orders I 3
+ UCS124 Public Utility Orders II 3
+ UCS126 Public Utility Service Practices 2
+ UCS128 Public Utility Processing 3
+ UCS134 Advanced Public Utility Processing 3
Credits: 16

Learning Outcomes
1. Identify basic billing procedures in the utility industry. (UCS101)
2. Explain the role of an energy provider, service commitments, and deregulation of the electric utility industry. (UCS108)
3. Summarize billing, credit, and service order procedures for assessing and maintaining customer accounts for public utilities. (UCS108)
4. Make determinations as to maintenance needs and process. (UCS110)
5. List various types of meters and the applications and possible malfunctions of each. (UCS110, UCS140)
6. Make determinations as to type of power problems and process the necessary corrective actions. (UCS110, UCS140)
7. Describe different rate schedules and calculate rates. (UCS120)
8. Perform payment, deposit and credit operations. (UCS120, UCS140)
9. Identify information and deposit requirements for establishing new accounts. (UCS130)
10. Make service need determinations and process. (UCS130, UCS135, UCS140)
11. Assess customer needs and take appropriate action. (UCS130, UCS140)
12. Establish new customer accounts. (UCS135, UCS140)

OR

1. Explain the role of an energy provider. (UCS105, UCS122, UCS124, UCS126)
2. Utilize the computer system to access customer information, and the automatic call distributor system. (UCS105, UCS122, UCS124, UCS126, UCS134)
3. Establish new customer accounts, determine deposit requirements, calculate deposit amounts, and determine service line status. (UCS122, UCS124, UCS126)
4. Explain the metering process and demonstrate ability to read meters. (UCS122, UCS124, UCS134)
5. Calculate bills using various service plans. (UCS122, UCS134)
6. Create a shut-off order and a credit agreement for a delinquent account. (UCS124, UCS134)
7. Enroll customers into various service plans. (UCS126)
8. Perform various customer service orders including shut-off orders, trouble and outage orders, billing service adjustments, and payment methods. (UCS128)
9. Differentiate between types of emergency response drills and zones. (UCS128)
10. Analyze high bill accounts. (UCS134)
11. Determine energy usage and energy saving tips. (UCS134)
+ indicates course has prerequisites and/or corequisites.
++ indicates that any suffixed course may be selected.
MCCCD Governing Board Approval Date: December 10, 2019

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.





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