New York Drop Notices & Re‑Contracting Process

Team,

This is an important update regarding drop notices for customers in New York.

Effective immediately, the QR codes included on NY drop notices will no longer link customers to an online enrollment form. Instead, customers are now being instructed to contact Customer Service directly to complete their re‑contracting.

Why This Change Matters

By having customers call in, we can:

• Provide the most current and accurate rate offer

• Ensure the customer receives the correct plan based on their utility and eligibility

• Reduce errors from outdated or incorrect online forms

Agent Expectations

When handling these calls:

• Review the customer’s account and confirm drop‑notice status

• Present the current approved rate for their utility

• Complete the re‑contracting process in the system

• Document the call and disposition accurately

Credit for Completed Submissions

Each agent will receive full credit for any re‑contracting submission completed as a result of these calls. Please ensure all enrollments are processed correctly so credit is applied without delay.

If you have any questions or need clarification on the updated workflow, please reach out to your supervisor.

Thank you for your attention and continued commitment to accuracy and customer support.

Escheatment Letters

It’s the time of the Year, customers will receive an Escheatment Letters for unclaimed property with KE (OH), and SPG (MD and NJ).

This Claim must be done before July 16th 2026 for KE and SPG. Customers who miss this deadline will be required to contact the state to claim these funds.

You will need to follow the next steps:

CS reps will be required to verify and update all customer information including name, address, email, and phone number.

A child call note (CLOSED) must be added to the escheatment call note. The following text will auto-populate: “The customer received the escheatment letter and is requesting the unclaimed Ecogold Cashback. The customer’s name and mailing address has been verified and confirmed. The business is reserving up to 90 days for payment processing.”

Script:

Thank you for reaching out to us regarding the unclaimed property letter dated August 2022. Please allow me to verify your account information so that I can assist you with this.

(Verify info, confirm any changes to mailing address, and add the child note.)

I have updated your account, and your information will be submitted to the proper department handling your claim. Please allow 90 days for the check to be issued. For further inquiries you can reach us here by phone or I can provide you with our (rewards@) email address.

Retention Upsell Competition: “Double the Value”

Goal: Upsell customers who currently have only one active fuel (Electric or Gas) by offering eligible bonus rewards or a one‑time 20% courtesy adjustment on their active fuel.

Primary Objective: When speaking with a customer who has only one active fuel, agents should attempt to enroll the customer in the second fuel by highlighting added value and or rewards.

 Competition Structure

Weekly Champion

• Highest number of upsells = gift card

 Suggested Upsell Script (Clear, Compliant, and Customer‑Friendly)

Opening the Opportunity

“While reviewing your account, I noticed you currently have only [Electric/Gas] with us. Many of our customers choose to enroll both fuels to receive supply services from [Company Name].

Value Proposition

“If you’d like, I can check whether your account qualifies for bonus rewards or a one‑time 20% courtesy adjustment on your current fuel as a thank‑you for adding the second service.”

Benefit Framing

“By having both Electric and Gas with us, you streamline your service,  It’s a simple upgrade, and I can take care of everything for you.”

Closing the Upsell

“Would you like me to go ahead and add the additional fuel so you can take advantage of this benefit?

 Best Practices for Agents

1. Lead With Value, Not the Sale

Customers respond better when they understand why the offer benefits them.

2. Use Soft Language

Avoid pressure. Use phrases like:

• “If you’d like…”

• “You may qualify for…”

• “Many customers choose…”

3. Keep It Conversational

Sound natural, not scripted. Adapt to the customer’s tone.

4. Always Confirm Eligibility Before Promising Rewards

Stay compliant and accurate.

5. Document Everything

Proper notes = points + compliance protection.

 What to  Listen For

1. Pain Points

• High bills

• Desire for stability

• Confusion about supply charges

• Interest in rewards or savings

These open the door for the upsell.

2. Positive Signals

• “I didn’t know that.”

• “How does that work?”

• “What do I get for adding it?”

• “I want to save money.”

These are green lights to move forward.

3. Objections

respond calmly:

• “I understand — many customers felt the same way at first…”

• “Let me show you how this actually benefits you…”