Customer Emails Regarding Service Renewals ( NY)

What’s Happening

New York customers are currently receiving emails offering them the option to renew their services. These messages are being sent by Leticia Garcia, and they are legitimate communications from our organization.

What You Need to Know

• Customers may call in with questions after receiving these renewal emails.

• The emails include renewal options and may prompt customers to confirm or update their service preferences.

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How to Support Customers

• Acknowledge the email and reassure the customer that it is valid.

• Review their account details to assist with any renewal questions or steps.

Sample email

Customers affected by the Orion error

Hi Team,

Please see attached liste of customers affected by the Orion error. This does not include NYSEG , RGE and KEYSPAN. The Red Includes what we charge we see in Orion.The green columns will have the correct amount as discussed.

https://docs.google.com/spreadsheets/d/1dJdcw52n473q3GMG6RSf9KcYPIF2oIYCw_tjXPfSAJk/edit?usp=sharing

📢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.