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Last Updated: 06/04/2026
in BillingPaper billing is one of the most common topics you'll handle as a Good Egg Energy agent. This guide covers everything from enrolling customers to troubleshooting delivery issues.
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Last Updated: 06/03/2026
in MeteringLearn how to confidently answer customer questions about smart meters, data privacy, troubleshooting IHDs, and eligibility with this complete guide.
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Last Updated: 07/23/2026
in Billing Disputes
When a customer says they want to dispute their bill, follow this
protocol:
Step 1: Acknowledge and
Validate
Don't be defensive. Even if you think the bill is
correct, acknowledge their concern.
"I understand you're questioning the charge...
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Last Updated: 07/23/2026
in Billing Disputes
After resolving a dispute, take proactive steps:
1. Address Root Cause
If the dispute revealed an issue:
Meter access problems → Schedule regular access or install smart
meter
Estimated billing → Fix access issue
Confusion about ...
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Last Updated: 07/23/2026
in Billing Disputes
Fraudulent Disputes
Be alert for potential fraud:
Warning signs:
Customer disputes multiple bills in a row
Claims are vague or change during conversation
Refuses to provide information for investigation
Threatens legal acti...
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Last Updated: 12/18/2025
in Using Kraken Account Users: Understanding User Types and Permissions This guide explains the different types of users who can access customer accounts in Kraken, their permission levels, and how to manage account access. What Are Account Users? In Kraken, "a...
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Last Updated: 06/03/2026
in Metering Submitting accurate meter readings promptly is one of the simplest ways to keep a customer's account in good shape. This guide covers how readings are submitted, when they're needed, and what to do when something doesn't look right.
How custome...
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Last Updated: 06/03/2026
in Business Processes Account management sits at the heart of almost every customer interaction. Whether you're setting up a new account, updating details, or closing one down, getting it right in Kraken first time saves a lot of headaches later — for the customer and fo...
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Beyond Basic Communication Skills
By mid-year, you've handled thousands of calls and mastered the
basics. Now it's time to develop advanced communication skills that
separate good agents from exceptional ones. These skills help you
navigat...
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Last Updated: 06/03/2026
in Metering
Helping a customer read their electricity meter correctly is one of those small things that prevents a lot of bigger problems down the line. Accurate readings mean accurate bills — and fewer disputes for everyone. This guide covers how to read the...
