📢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.