The Basics
When I clock in, what app do I use?
Telemapper!
What two pieces of information do I need in order to use the lookup tool?
1. Phone number associated with the account.
2. Last 4 of their social
What if the tablet doesn't accept the signature?
1. Add an X to supplement the customer's signature.
2. Go back and reload the signature section.
If the TPV is not loading, how can you speed up the process?
Simply have the customer connect to the BJ's Wifi!
"I already got my gift card and credit card."
"Oh perfect! Along with that, BJ's also is rewarding anyone in store who uses National Grid or NYSEG, do you happen to use either of those?"
What are two other names for National Grid?
1. Niagara Mohawk
2. NIMO
If the customer knows the number on the account but not the last 4 of the social, what do you do?
1. Call and Mute
2. Phone on speaker
3. Ask for account number when prompted
4. Enter in phone number associated with account. (If not that one, ask if there could be another number associated with account)
How do you respond if a customer is dissatisfied with Inspire, or if they haven't received their gift card?
1. Recognize the concern
2. Share with them the customer support line
3. Remind them to be looking for an envelope with Inspire on it.
REMINDER: We don't offer gift cards for signing up anymore!
"Did the representative present you with a copy of ESCO, Bill of Rights and Sales agreement?"
"Everything we went through is actually emailed to you!"
"My spouse handles the bills."
"That's no problem, if I can get your zip code we can see what BJ's is offering, get you signed up, and you can go over everything with them later on! If they don't agree, you can also cancel at any time!"
If declined:
"No problem! You can go online and search up BJs.com/Inspirepromotions, there you can find all the information..."
What's my agent ID and password on the Tablet?
ID: SCIR-Initials-Last 4 of cell number
Ex (SCIR-ATB-6578)
Password: Last 4 of cell number
What is the last attempt if the customer is not sure of the phone number or last 4 of the social?
Try at least 2 phone numbers!
If that is not successful, let the call go to customer service and speak to natty grid representative!
How is the renewable energy transferred to the Grid?
The energy is being transferred from the windmills to the Grid!
"Can you confirm that you are no longer with the customer representative?"
"We stand of to the side to make sure you don't have any questions. They just want to make sure I'm not forcing you to sign up and that you understand what Inspire offers."
Do we work with both residential and commercial accounts?
No! We only work with residential accounts.
If the customer has an Android, sometimes the messages can be filtered.
Where can you find the TPV message?
To locate:
1. Go to the upper right hand of the screen (3 Dots)
2. Locate "blocked or spam messages"
1. Ask if they signed up with Inspire specifically.
If NOT, give background on how it is the BJ's brand, reel them back in and ask for zip code.
If so,
Remind them that again, they are still charged based off of their homes location and usage."
Why is it important to log into the correct store?
The client tracks each stores production!
You also want to make sure you're getting the electronic conformation bonus! (EC)
"Do you understand that after 3 days an enforceable agreement will be created."
"That just means that Inspire will reach out to your utility company in 3 business days to let them know where the energy will be sourced from."
1. Acknowledge
2. Ask which supplier and if they know how the supplier is benefiting them.
3. Reel them back in with info on how we compare!
"No sign up fees, no cancellation fees, no contracts."