EE Incentive (EnergyEarth): $25 Triple Up Award
Process
- Customers will receive an email offer for a $25 Triple Up Award.
- Customer clicks on the "redeem now" link in the email, and then enter their Redemption Code at the Reward Redemption Site (www.myhsplans.tripleuprewards.com).
- Once the customer has entered their redemption code they are able to use their $25 reward to select either a branded store gift card, a Prepaid Visa Card, or they can Triple Up their reward to $75 (at no cost to Cinch) towards the purchase of energy saving products.
- Customer has the option to select from 62 top branded gift cards – ranging from shopping, dining, entertainment, and even the option to donate to charity.
- Customer confirms their purchase and then has the option to create an account or checkout as a Guest.
- Customer enters their ship to information and then go to a final confirmation page outlining their selection and shipping address.
Scripts
Customer Has Not Received EE Incentives Email | |
Customer has not received Welcome Kit. | Agent: “Thank you for calling <Department
Name>. My name is <Agent
Name>, how may I assist you today?” Customer: “Hi <Agent Name>, this is <Customer Name>. I’m calling regarding the Home Service Plans reward that I was supposed to receive as part of the warranty I recently purchased. Could you please tell me when it will arrive?” Agent: “Thank you <Customer Name>. Have you received your welcome kit in the mail yet?” Customer: “No, I have not.” Agent: “Typically, your welcome kit will arrive within 5-7 days of signing up for your warranty. Within that kit, you will find directions on how to register for your reward.” Customer: “Ok, thank you.” Agent: “You’re welcome <Customer Name>, is there anything else I can assist you with today?” Customer: “No.” Agent: “OK, thank you and have a great day. Goodbye.” |
Customer has received Welcome Kit. | Agent: “Thank you for calling <Department
Name>. My name is <Agent
Name>, how may I assist you today?” Customer: “Hi <Agent Name>, this is <Customer Name>. I’m calling regarding the Home Service Plans reward that I was supposed to receive as part of the warranty I recently purchased. Could you please tell me when it will arrive?” Customer: “Yes, I have.” Agent: “Please reference the section of your kit titled, “How to get your Reward”. This section will outline the steps needed.” Customer: “Ok, great. Thank you.” Agent: “You’re welcome <Agent Name>, is there anything else I can assist you with today?” Customer: “No.” Agent: “OK, thank you and have a great day. Goodbye.” |
Customer has followed instructions within Welcome Kit and has not
received any further communication from EE Incentives. | Agent: “Thank you for calling <Department
Name>. My name is <Agent
Name>, how may I assist you today?” Customer: “Hi <Agent Name>, this is <Customer Name>. I’m calling regarding the Home Service Plans reward that I was supposed to receive as part of the warranty I recently purchased. Could you please tell me when it will arrive?” Customer: “Yes, I have.” Agent: “Were you able to successfully log on to the My Cinch Rewards site (https://www.mycinchrewards.com/registerforreward)?” Customer: “Yes, I was.” Agent will pull up website and follow the prompts asking customer to confirm information on each page Agent: “Can you please confirm the following 1) Contract Number 2) Zip Code 3) Email Address.” Customer: “Contract number XXXXXXXX, zip code XXXXX, email address customer@domain.com.” Agent: “OK, thank you <Agent Name>. I have validated this on our end, and you will receive an email with instructions to claim your reward.” Customer: “Great, thank you.” Agent: “OK, thank you and have a great day. Goodbye.” |
EE Incentives Claim Code Invalid |
Agent: “Thank you for calling <Department
Name>. My name is <Agent
Name>, how may I assist you today?” Customer: “Hi <Agent Name>, this is <Customer Name>. I received an email from Home Service Plans regarding my $25 triple up reward, however the redemption code does not appear to be working.” Agent: “Sorry, <Customer Name>. I apologize for the inconvenience. To help get this resolved quickly, we have partnered with EE Incentives, to handle all customer service that is needed for your reward. The EE Incentives customer care email is homeserviceplans@energyearth.com.” Customer: “Okay, thank you.” Agent: “Is there anything else I can assist you with today <Customer Name>?” Customer: “No.” Agent: “OK, thank you and have a great day. Goodbye.” |
Damaged, Defective, Incorrect, or Missing Product/Reward
Card From EE Incentives |
Agent: “Thank you for calling <Department
Name>. My name is <Agent
Name>, how may I assist you today?” Customer: “Hi <Agent Name>, this is <Customer Name>. I ordered XXX from Home Service Plans and my XXX is <Damaged/Defective/Missing>.” Agent: “Sorry, <Customer Name>, I apologize for the inconvenience. To help get this resolved quickly, we have partnered with EE Incentives to handle all customer service that is needed for your reward. The EE Incentives customer care email is homeserviceplans@energyearth.com.” Customer: “Okay, thank you.” Agent: “Is there anything else I can assist you with today <Customer Name>?” Customer: “No.” Agent: “OK, thank you and have a great day. Goodbye.” |
Customer Has Not Received Response From EE
Incentives | |
Customer contacted EE Incentives outside of business hours
(Mon-Fri 9 am- 5 pm EST). | Agent: “Thank you for calling <Department
Name>. My name is <Agent Name>, how may I assist you today?” Customer: “Hi <Employee Name>, this is <Customer Name>. I’m calling regarding to an inquiry I have placed with EE Incentives, and I have been unable to reach anyone.” Agent: “Sorry, <Customer Name>. I apologize for the inconvenience. May I ask how long ago you reached out to EE Incentives?” Customer: “I reached out to them over the weekend [or other variation outside of business hours].” Agent: “Thank you for the additional detail, it appears you contacted EE Incentives outside of their business hours. They can be reached any time Monday through Friday from 9am-5pm Eastern Standard Time. If you are still unable to reach them during their business hours, please do not hesitate to contact us.” Customer: “Ok, great, thank you.” Agent: “Is there anything else I can assist you with today <Customer Name>?” Customer: “No.” Agent: “OK, thank you and have a great day. Goodbye.” |
Customer unable to reach EE Incentives during business hours (Mon-Fri
9 am-5 pm EST). | Agent: “Thank you for calling <Department
Name>. My name is <Agent Name>, how may I assist you today?” Customer: “Hi <Employee Name>, this is <Customer Name>. I’m calling regarding to an inquiry I have placed with EE Incentives, and I have been unable to reach anyone.” Agent: “Sorry, <Customer Name>. I apologize for the inconvenience. May I ask how long ago you reached out to EE Incentives?” Customer: “I reached out to them around noon yesterday (weekday)” Agent: “Thank you for the additional detail, and again I do apologize for the delay. Please let me confirm a few things so we can follow up on the status of your request.” Agent will confirm customers full name, email, phone number, and the issue. Agent: “Someone from our team will follow up with you via email within 24 hours.” Customer: “Ok, great, thank you.” Agent: “Is there anything else I can assist you with today <Customer Name>?” Customer: “No.” Agent: “OK, thank you and have a great day. Goodbye.” Agent will email the customers information/issue to the product team:
|
Resources and Responsibilities
- Non-Reward Inquiries:
- Cinch will handle questions as normal.
- Reward Inquiries:
- Customer can call 1-844-627-6006
OR - Email myhomeserviceplans@EnergyEarth.com
- Reward Inquiries include:
- Customer did not receive EnergyEarth email
- EnergyEarth claim code invalid, damaged
- Damaged, defective, incorrect, or missing product/reward from EE
- Assistance with registering:
- Direct customer to Welcome Kit for instructions.
- EE hours of operation are M-F 9am-5pm EST.
- Who will handle the calls?
- Cinch will handle Service-Related Request and Program Benefit Questions for IELP (866-230-4983).
- Cynosure will handle Surge-Related calls (800-711-4280).
- Crius will handle Non-Cinch Billing and Cancel calls (866-705-7291).
- Who will handle registration for the rewards if the customer is unable to register?
- Direct customer to website (www.MyhomeServicePlans.com/RegisterforReward)
OR - Customer can call AnswerNet (844-627-6006)
- How will the associates identify the rewards offered to the customer?
- By the Client ID: Crius
- Since this package is bundled with other non-Cinch products, who will handle cancellations?
- Crius will handle canceling the utility package
- Soft transfer to Crius (866-705-7291)
FAQ's
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