📢Training Alert: Correcting Program Enrollment for Renters

 Renters should be enrolled in Spring Guard Surge Protect

If a customer calls and indicates they are a renter (not a homeowner), and their account is incorrectly enrolled in the Plumbing or HVAC program, please follow these steps to correct the enrollment.

1. Update Program Enrollment

• Go to Loyalty/Ecogold in the system.

• Click the edit icon on the far right of the screen.

• A second screen will appear. From the list of programs, select

• Click on the edit icon located on the far right of the screen.

• A second screen will appear. Select Surge Protect from the list of programs.

• Click Save to confirm the changes.

2. Inform the Customer

• Notify the customers that there program has been updated to  the Surge Protect program, which is designed specifically for renters.

• Highlight the benefits of this program. This can also serve as a retention tool if the customer is considering cancellation.

3. Document the Update

• After saving the changes, be sure to leave a note in the system using the "Account Information Update" call reason.

NY Retention / Recontracting Electric & Gas

Don't forget to use empathy!

Rep: Hello [Customer’s Name], my name is [Your Name] from Kiwi Energy. I’m reaching out with a great update regarding your energy plan.

[If previously recontracted for elec only]

Previously, you enrolled in our fixed-rate offer for electric service, and now you have the option to extend price protection to your gas account as well. With this plan, your energy costs remain stable, shielding you from unpredictable rate changes.

[IF Customer was not recently recontacted]

You now have the option to update your account to a fixed-rate offer, ensuring protection against market fluctuations. By locking in your rate today, you can avoid unexpected changes.

Additionally, we include a home protection plan designed to provide extra peace of mind, covering essential home systems through our partnership with Cinch home services.

I can get you started today, you will just need to complete a quick recorded voice verification.

Usual call handling procedures apply

📣 Training Alert – Let’s Power Up Those Retention Calls! ⚡

Hey Team! 👋

To keep delivering top-tier service and boost your call quality, here are two quick but crucial reminders to keep in mind during the retention process:

📧 Verify the Customer's Email\

Before wrapping up the call, take a moment to confirm the customer’s email address. It helps us keep records accurate, follow up when needed, and show attention to detail. Bonus points for saying it with a smile in your voice! 😊

🛡️ Ask About Government AssistanceDon’t forget to ask if the customer is receiving any form of government assistance.

Let’s keep the energy high and the service sharp! You’ve got the tools, the knowledge, and the talent to make each call count. 🙌

Let me know if you want a version formatted for display boards, team chats, or a printed quick-tip card!