Cinch Training Alert

10-19-2022

Calibration sessions were conducted to review the process of overcoming objections in regards to the Kiwi Guard benefits and Cinch Welcome Letters.

For HVAC

Please remember that the second paragraph of the welcome letter clearly indicates that the customer is not responsible for any charges or premiums for being a Kiwi Energy customer (please see below)

For Home Protect

It came to our attention that the most recent version of the Home Protect welcome letter has been slightly updated, please direct the customers towards the sentence stating that "this plan is included as a benefit with your Kiwi Energy product.", reassure that it comes at no extra cost for Kiwi Energy customers. We can also remind the customers that we never collected their payment information.

Venture Solar Post Cards

Venture Solar postcards have been sent to Kiwi and Spring customers on Wednesday, October 5th encouraging to call our customer service center or visit the Venture Solar page to qualify for the offer.

Kiwi Postcard

KIWI-VentureSolarPostcard_LO2.pdf

Download PDF • 2.28MB

Spring Post Card

SPRING-VentureSolarPostcard_LO2.pdf

Download PDF • 2.29MB

September PSEG Rebilling Issue

September PSEG Bills have been affected but a rebilling issue. August supply charges we erroneously rebill onto the September bill.

61 Customer were impacted.

Resolution

The following call notes was added to the affected accounts: Backoffice Support > Misc Notification. The call notes contained the account that was re-billed on the September bill.

Customers should be advised to pay the amount minus the rebilled amount in the call note. (I.e., If the September bill is $150 but the re-billed amount was $50, the customer should only pay $100.)

No late fees will be applied by the Utility, and a credit for the rebilled amount will be reflected in the upcoming bill. (Oct.)

(FYI: If any late fees are applied, customer are encouraged to contact SPG for further assistance.)