Prospects & Enrollments
A caller with no account history in any system
What is a Prospect?
To edit a customer's billing contact info
What is the Edit Billing Contact button?
The period of time at the end of a contract is called
What is a renewal period?
A requirement of any cancelation request
What are 2 rebuttals; What is empathy?
Customer calls to re-enroll after receiving a promo letter
What is a winback?
The tool used to quote rates and process new organic enrollments
What is Offer Cloud?
The two indicators of a rejected enrollment
What is L-Lost Prospect & Reject Tracking step?
Another term for renewal
The source of confirmation number
What is the case number? What is date/time backwards?
Tool used to research customers Virtual Incentive inquiries or troubleshooting requests
What is VI Now?
Markets we transfer to sales
What are PA, MA, MI, IL, DC, & CT?
A rejected enrollment with an entirely different LDC number requires this.
What is a new enrollment?
The term length of a default renewal
What is 12 months?
Validation of a processed cancel request
What is Drop Send step & date to occur?
The customer care number for Energy Earth
What is 855-865-7388?
The reason we cannot guarantee rates after a call is completed
What are fluctuating market conditions?
Upon discovery of an incorrect LDC, this will happen if corrected without searching in Genesis first.
What is a one time courtesy?
Type of cancelation that occurs immediately
What is incontract cancelation?
A requirement of the customer to receive a virtual incentive
What is a valid email address?
Program used to process aggregation enrollments
What is Gov Agg Portal?
Without this, an enrollment will never begin
What is utility acceptance?
The way to access a customer's available rates
What is the Digital Hub Link?
Used when the cancel contract button is unavailable
What is Child case type Helpdesk - Drop Support?
Name of the program that allows customers to earn and spend points on various items
What is Constellation Rewards?