Essential Reading for CSRs

As a Customer Service Representative (CSR), understanding how to navigate BEACON and EyeOnWater will enable you to efficiently assist customers with their inquiries. Start by familiarizing yourself with the items on this page and follow up with the other CSR FAQ pages.

1. EyeOnWater Basics

EyeOnWater Help

Why This Matters
EyeOnWater is a customer-facing tool that allows your customers to monitor their water usage and set up leak alerts. Customers frequently contact support with questions about accessing their accounts, interpreting water usage data, and troubleshooting issues with alerts.

Key Topics to Review:

• Creating an Account – Walk customers through the signup process on the web portal or mobile app.
• Navigating the Web Portal & Mobile Apps – Understand how customers can view their water usage and historical data.
• Setting Up Leak Alerts – Learn how customers can configure alerts to detect continuous water flow and reduce potential water waste.

CSR Tip: Encourage customers to set up alerts so they can detect leaks before they receive an unexpectedly high water bill.

2. BEACON Essentials

Familiarize yourself with BEACON and take our free online training classes.

Why This Matters
BEACON is the primary interface used by utilities to track customer water usage, review alerts, and analyze trends. Mastering this tool allows CSRs to quickly diagnose issues and provide clear answers to customer inquiries.

Key Topics to Review:

• Customer Account Lookup – Learn how to search for and retrieve customer usage data in BEACON.
• Usage Graphs & Patterns – Understand how to interpret water usage trends to explain billing fluctuations and unusual spikes.
• Leak Alerts & Notifications – Review how BEACON detects continuous usage, how to configure leak alerts, and watch this how to video on leak detection and analyics
• AMR/AMI Data Insights – Familiarize yourself with real-time and historical meter data to resolve disputes about consumption.

CSR Tip: If a customer calls about high water usage, use BEACON to check for continuous flow and cross-reference their EyeOnWater alerts.

3. Common Customer Issues & Troubleshooting

Relevant BEACON and EyeOnWater Help Pages

Why This Matters
Customers may encounter login issues, difficulty interpreting usage data, or questions about why their bill is higher than expected. Having a solid grasp of the system will allow you to provide quick and accurate resolutions.

Common Scenarios & How to Help:

• Customer Can’t Log Into EyeOnWater → Guide them through password recovery and browser troubleshooting.
• Customer Reports a High Bill → Use BEACON to check for continuous usage patterns and advise on potential causes (e.g., irrigation, leaks, increased household activity).
• Customer Sees Unexpected Usage in EyeOnWater → Show them how to check for leaks and usage spikes.
• Customer Needs Help Setting Leak Alerts → Walk them through configuring notifications in EyeOnWater.

CSR Tip: Encourage customers to regularly check EyeOnWater and set up notifications to stay informed about their usage.

How Leak Alerts Work

Why This Matters
Leak alerts help customers detect unusual water usage early, preventing costly water bills and potential property damage. Understanding how these alerts function allows CSRs to guide customers through setup and troubleshooting.

How Leak Alerts Are Triggered:

• EyeOnWater and BEACON SaaS detect leaks based on continuous water usage over a set period.
• Customers receive notifications via email, text, or app push notifications when the system identifies a leak pattern.
• The threshold for leak detection varies based on customer settings and system configurations.

How to Help Customers With Leak Alerts:

• Confirm Leak Alerts in BEACON – CSRs can check if BEACON has detected continuous water usage patterns that indicate a leak. Remember, BEACON has no way of knowing if water is being used on purpose (intentional continuous flow) or on accident (leaks).
• Explain Leak Alert Settings – Walk customers through customizing their alert settings to match their typical water usage.
• Verify the Leak – Instruct customers to turn off all water sources and check their meter to confirm continuous flow.
• Suggest a Process for Finding Leaks – Advise customers to check common leak sources, such as toilets, irrigation systems, and water softeners.

CSR Tip: Remind customers that small leaks can add up. Even a dripping faucet or a running toilet can waste thousands of gallons per month.

Help With Leaks

Why This Matters
When a customer receives a leak alert, they often turn to their utility provider for guidance. By understanding the process of leak detection and resolution, CSRs can provide valuable assistance.

Common Customer Concerns & How to Address Them:

1. “I got a leak alert—what should I do?”

   • Advise them to check for running toilets, outdoor faucets, irrigation systems, and appliances like water softeners.
   • Suggest they turn off their home’s main shut-off valve and check their meter to see if usage stops.

2. “I don’t see any leaks, but I keep getting alerts.”

   • Explain that some leaks, like underground irrigation line breaks, may not be immediately visible.
   • Suggest turning off appliances and rechecking usage over time.

3. “Can you see where the leak is?”

   • While BEACON and EyeOnWater show when water is being used, they don’t pinpoint the exact location.
   • Offer troubleshooting tips based on the customer’s usage history and patterns.

4. “How can I prevent future leaks?”

   • Encourage customers to set up regular leak alerts in EyeOnWater.
   • Suggest routine checks of plumbing, irrigation, and fixtures.

CSR Tip: If a customer struggles to locate a leak, suggest they consult a plumber or their utility field services team for further assistance.

Key BEACON Help Pages for CSR Reference

Monitor Cards Overview

BEACON Help – Monitor Cards

Why This Matters:
The Monitor Cards section in BEACON SaaS provides a quick-glance view of critical water usage insights for each customer. This feature allows CSRs to quickly identify potential issues when assisting customers with their water usage concerns.

Key Features to Review:

• Continuous Flow Alerts – Identifies potential leaks based on uninterrupted water usage.
• High Usage Notifications – Flags accounts with significantly higher-than-normal consumption.
• Meter Details – Provides key meter data, including last read time and recent flow rates.

CSR Tip: Use Monitor Cards to quickly assess a customer’s situation before diving deeper into their consumption history. This will help you provide faster, more accurate assistance.

Consumption Graph Overview

BEACON Help – Consumption Graph

Why This Matters:
The Consumption Graph in BEACON allows CSRs to visually analyze a customer’s water usage patterns, helping to explain why their bill may be higher than expected or why a leak alert was triggered.

Key Features to Review:

• Hourly, Daily, and Monthly Views – Adjust the graph to pinpoint when usage spikes occurred.
• Compare Historical Data – See trends over time to help customers understand seasonal changes or new usage habits.
• Identify Continuous Flow – Look for flat lines of constant usage to confirm potential leaks.

CSR Tip: When handling a high bill complaint, overlay the billing period with the consumption graph to show the customer where their usage increased. This makes it easier to explain their charges.

By reviewing these BEACON features and EyeOnWater tools, CSRs can confidently assist customers with leak alerts, usage inquiries, and troubleshooting common concerns. The more familiar you become with these resources, the faster and more effectively you can resolve customer issues.