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Phone Calls
This SOP is for customers with delinquent payments only - calls should be attempted 4 days a week for a period of 45 days
The goal of the call is to determine if the solar system is activated and functional. Take down any pertinent information provided by the homeowner during the call and record it in the EBH ticket.
Reporter: HomeownerHomeowner’s email address
Labels: Stronger, PTO
Request Type: Billing and Payments
Hello, this is [Agent Name] calling from EverBright. Am I speaking with [Homeowner Name]?
Homeowner confirms name. Proceed with the call.
We are reaching out regarding your solar system installation. Our records indicate that your account is past due. Are you having any issues with the operation of your solar systemHas your system been fully installed and is it operational?
IF NO - “We are happy to hear that your system is operating normally. To prevent adverse action on your account, please pay past due payments and bring the account current as soon as possible. Since no issues have been reported with your system, I will go ahead and conclude this call and notate your account. Enjoy the rest of your day.”
IF YES or unsure – “Do you have a couple minutes to walk through some system checks with us?”
Option 1 – Check Combiners
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| Note |
If the homeowner gives any indication that they do not feel comfortable with accessing the panel or any other steps in Option 1, DO NOT proceed. STOP and move on to Option 2 |
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If the homeowner is unable to locate the combiner, proceed to Option 2 |
Ask the homeowner to locate and confirm that the Combiner is functioning. They are typically mounted on the wall next to the main service panel.
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The system is producing energy
Instruct the homeowner to check the breaker and make sure it is turned on
IF YES
Inform the customer:
“Thank you for confirming the system is active and functioning properly. To prevent adverse action on your account, please pay past due payments and bring the account current as soon as possible. I will go ahead and conclude this call and notate your account. Enjoy the rest of your day.”
IF NO
Instruct the customer to turn the breaker ON
There are no lights on the combiner and the breaker is ON
Inform the customer:
“We will be sending out a partner to inspect the system, but in the meantime, please make any past due payments and bring your account current as soon as possible in order to avoid any adverse action on your account.”
Lights on the combiner are red
This indicates that something is not working correctly
Inform the customer:
“We will have a partner come out to inspect your system as soon as possible. We can help with communication with our partner who will review and make updates. We apologize there are issues with the system, but as a reminder, you are still required to make any past due payments and bring your account current in order to avoid any adverse action on your account.”
Option 2 – Check Utility Bill
Are they getting any credits for energy produced? - (This may vary by utility). Instruct the customer to check their most recent utility bill. If they find solar credits on their utility bill, their system is active and producing energy. If they are unsure where the credit is located on the bill, they can check with their local utility company for more information.
IF YES – “Your system is active and producing energy. Please bring your account current as soon as possible in order to avoid any adverse action on your account. I will go ahead and conclude this call and notate your account. Enjoy the rest of your day.”
IF NO- “We will be sending out a partner to inspect the system, but in the meantime, please make any past due payments and bring your account current as soon as possible in order to avoid any adverse action on your account.”
Emails
In the event that you are unable to reach out to the homeowner by phone, create an EBH ticket and email the customer
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Request Type: Billing and Payments
Email Response
Hello [Homeowner Name],
We have made several attempts to reach you by phone regarding your solar system activation. Our records indicate that your account is past due, and we want We are reaching out to ensure that the system is fully installed and operational.
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