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?
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?