RRH- Updated Enrollment Process for Pennsylvania(PA)

RRH-Training Alert-PA New Enrollment Process

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Summary:

On  November 18th, 2024, an update was changed to the enrollment process for Pennsylvania customers which will no longer require a live TPV call.

Training Points:

1.       TPV Enrollment Form

o   The D2D agent will submit the TPV enrollment as they would normally do.

2.       Recording Capture

o   The D2D agent will begin the recording by stating their name and rep ID then ask the customer to say their name and service address.

3.       Photo Capture

o   The D2D agent submits a selfie while holding their ID badge to continue with the enrollment process.

4.       SMS/Email Links

o   Agent will push the SMS or email links to the customer’s device.

o   Instruct the customer to open the link to review and sign the agreement.

o   Finally, the customer will complete the digital TPV form to authorize the enrollment.

Training Alert – NY Customers

Effective October 28, 2024, all calls from a New York customer must be handled exclusively by U.S.-based Customer Service Agents. If the PV-Mexico team receives a call from a New York customer, please ensure it is transferred to Maximo or Mariana Valencia.

Steps to Complete the Transfer

1. Click on Transfer.

2. Navigate to Internal.

3. Select the option to transfer to Maximo or Mariana.

4. Once the transfer is complete, mark the disposition as Resolved.

   
   

   

   
   

   

TRAINING ALERT-New Utility Pennsylvania –West Penn Power-A First Energy Corp

Summary:

Spring Power & Gas is excited to announce the launch of a new utility in Pennsylvania.

New Utility 

Services Offered by Spring Power & Gas: Electric Supply

Account Info Needed to Enroll: 20-digit customer number.

Where can I find it? The customer number is found on page 1 of the customer utility bill.