Need a Good Writer to Answer the (2) Scenarios - Instructional Design Research

Job Title: Retention & Escalation Specialist Tier 2 Department: Operations Writing Assessment

FACTS & CONSIDERATIONS • Customers who signed up for NRG Community Solar will continue to receive an invoice from their retail electricity provider plus a monthly

invoice from NRG invoice for solar • Signing up for Community Solar doesn’t impact the customer’s retail service provider of their choice • All customers who sign up for Community Solar sign a lease agreement of 20 or 25 years and a verbal welcome verification call is

performed that ensures we have the written and the verbal agreement from the customer (all calls are kept for record keeping) • Customers receive their solar credits on their retail electricity providers’ invoice; these credits are for the customer’s share of the farm’s

production • Keep in mind the customer may see less credits due to seasonal fluctuations (e.g. winter months) • Customers who are considered to be on a solar farm which is “active” and production has started for the farm, the customer cannot cancel

immediately, their options to cancel until the earlier-occurring of the following: 1. Production Start Date; or 2. 90 days following the date on which the customer signed the contract 3. Customers can cancel post 90 days as long as the farm they are on has not reached its Production Start Date 4. If a customer is requesting cancelation post 90 days (after Production Start Date), NRG will work try to find an eligible

replacement customer however it’s not guaranteed. NRG will begin the process of the “transfer out” for customer with their local utility and this process may take 2 to 6 months to complete, during this time the customer is responsible for all payments and they will continue to receive credits on their utility bill

• NRG has the right to cancel the customer agreement if any of the following occurs however, not limited to: 1. Customer has a high balance and has not made any payments towards their NRG account 2. Customer initiates a cancellation and NRG has a recording as proof 3. Customer moves outside of the territory service area and NRG confirms the customer has received a final bill from their utility

company 4. The customer has a life event (passing away)

• NRG has the ability to reverse any customer invoice if the customer can provide proof of their cancellation request prior to the Production Start Date of the farm

• NRG Home Solar is a different department than NRG Community Solar

SCENARIO 1 Customer: Carmen M. Customer’s email to NRG Community Solar on 3/21/2017

I am writing about a bill I just received from you. Want to know what is this bill for and why is it so much! When your Rep talked to me about your company he said my electricity bill will be much lower than what I have been getting from National Grid! However, I just received a bill from National Grid for $124.11 and also one from your company for $134.63. I never had an electricity bill for $259.74 during winter! Why are both bills so high and where are the savings I am supposed to be getting by signing up with you guys! I need some answers, Carmen M.

Case No: 20170321-705572 Customer’s email to NRG Community Solar on 5/11/2017 Hi, I received another bill from NRG after I requested that my membership be canceled. This bill is now for $275.26 which includes the first bill I paid and for which I received a check back! I really do not know what you people are doing but I need to have this subscription to your Solar Energy program cancelled immediately!!!! I don't want to receive any more bills from NRG I want to go back the way I have my electrical bill before!!! Please DO NOT send me any more bills from NRG I want my Regular National Grid bill.

Facts to Consider: • NRG Community Solar has tried to call the customer and left messages for her on 3/29, 4/6, 4/25, 4/26, 5/4, 5/8, 5/14, 5/16 & 7/31 • The customer has not responded to any of the voicemails • The customer has not paid towards any of the NRG invoices Please review the scenario and all the notes provided, keeping in mind the facts and considerations. Utilizing all the facts given, how would you resolve the customer issue? Please write a letter responding to the customer’s issue/concern.

Job Title: Retention & Escalation Specialist Tier 2 Department: Operations Writing Assessment

SCENARIO 2 Customer: Beril K.

Customer’s email to NRG Community Solar on 9/5/2017 From: Beril K Sent: Tuesday, September 05, 2017 11:37 AM To: Community Solar Subject: Fwd: Re: Completed: Your Shared Solar Agreement

Hi Jennifer,

Here is one of the emails I have sent to Berta A. on June 2016 FYI . Please cancel my account asap and thanks for calling me and helping me today.

Looking forward to hearing back from you soon !

Beril

Case No: 20170905-746580

Customer’s email she forwarded as proof she sent the email to sales on 6/27/2016 ---------- Forwarded message ---------- From: Beril K Date: Jun 27, 2016 07:24 Subject: Re: Completed: Your Shared Solar Agreement To: Berta A

Hi ,

I haven't received a cancellation notice from your company yet instead i received an agreement, please cancel my agreement as we have agreed on 6/22/16. Looking forward to hearing back from you soon !!!

Thanks, Beril

Facts to Consider: • The solar farm became active 11/28/2016 • Berta A is a NRG Sales Rep • The customer has received a total of 6 invoices from March to August 2017 and has paid $0 towards her NRG account • Customer is extremely upset

Please review the scenario and all the notes provided, keeping in mind the facts and considerations. Utilizing all the facts given, how would you resolve the customer issue? Please write a letter responding to the customer’s issue/concern.