Phone Calls
This SOP is for customers with delinquent payments only - calls should be attempted at a minimum of 4 days
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per week for a period of 45 days
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.
Objective
Determine if the solar system is activated active and functional. EverBright has partnered with Stable Solar. Stable will troubleshoot non-functioning systems to help reach PTO.
Take down any pertinent information provided by the homeowner during the call and record it in the EBH ticket. Assigned agents will update the Stronger spreadsheet tab labeled Support- Stable Outreach
Reporter: Homeowner’s email address
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Request Type: Billing and Payments
CALL SCRIPT
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
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to confirm your
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system
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is active and producing power.
IF YES - We are happy to hear that your system is operating normally.
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I see your account
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is past due
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. To prevent future late fees and credit reporting, I recommend making a payment today. Can I transfer you to our Account Servicing team to arrange your payment?
YES: Transfer the customer to 319-734-4951
NO: Provide 877-425-5201, Option 1 for Account Servicing
So that I can update your account, what date and amount will you pay?
Thanks for choosing EverBright and taking the time to speak with us. Have a great day.
IF NO OR UNSURE – Do you have 3-5 minutes to walk through some system checks with usme?”
Option 1 – Check Combiners
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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 |
Please 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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Please open the combiner and check the lights on the combiner (see below).
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Lights on the combiner are green
The system is producing energy
Instruct the homeowner to check the breaker and make sure it is turned on
IFYES
Inform the customer:
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We are happy to hear that your system is operating normally. I see your account is past due. To prevent future late fees and credit reporting, I recommend making a payment today. Can I transfer you to our Account Servicing team to process your payment?
CAN PAY TODAY: Transfer the customer to 319-734-4951
UNABLE TO PAY TODAY: Provide 877-425-5201, Option 1 for Account Servicing
So that I can update your account, what date will you pay your past due balance?
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.”I will forward your information to our partner, Stable Solar, who will reach out to further troubleshoot your system. What’s the best contact number and time to reach you?
Enter information in the ticket
By the way. I see your account is past due. To prevent future late fees and credit reporting, I recommend making a payment today. Can I transfer you to our Account Servicing team to process your payment?
CAN PAY TODAY: Transfer the customer to 319-734-4951
UNABLE TO PAY TODAY: Provide 877-425-5201, Option 1 for Account Servicing
So that I can update your account, what date will you pay your past due balance?
Lights on the combiner are red
This indicates that something is not working correctly
Inform the customer:
“We 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.”inform our partner, Stable Solar, about your system issue. They will contact you to schedule a convenient time to conduct a system inspection.
Option 2 – Check Utility Bill
Are they you? 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 utility company for more information.
IF YES –“Your Great to hear that our 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.”I see your account is past due. To prevent future late fees and credit reporting, I recommend making a payment today. Can I transfer you to our Account Servicing team to process your payment?
CAN PAY TODAY: Transfer the customer to 319-734-4951
UNABLE TO PAY TODAY: Provide 877-425-5201, Option 1 for Account Servicing
So that I can update your account, what date will you pay your past due balance?
IF NO- I will forward your information to our partner, Stable Solar, who will reach out to further troubleshoot your system. What’s the best contact number and time to reach you?
Enter information in the ticket
Emails
In the event that you are unable to reach out to the homeowner by phone, create an EBH ticket and email the customer immediately.
Reporter: Homeowner’s email address
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Hello [Homeowner Name],
We have made several attempts to reach you by phone regarding your solar system activation. We are reaching out to ensure that the verify your solar system is fully installed active and operationalproducing energy.
There are a few ways for you are able to check on your solar systemown. Please follow the instructions below to confirm that your system is working correctly.
If you are not experiencing any issues with your system- that’s great. !
If you are experiencing issues with your system activation, we apologize and will assist you in communication communicating with our partner, Stable Solar, who will work with you to get the system activated.
In either case, we want to provide remind you with a reminder that you that past-due payments are required to make any past due payments and bring your account current in order to avoid any adverse action on your accountprevent future late fees and/ or credit reporting. Please contact our account servicing team at 877-425-5201, Option 1 to schedule your payment.
Feel free to reach out to us should you have any questions or concerns.
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Locate the combiner. They are typically mounted on the wall next to the main service panel. Open the combiner and check for green lights. Note that not all systems will have the exact setup as indicated in the pictures:
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If lights are green, the system is producing energy. Check if the breaker is on. If not, then proceed with turning ON the breaker.
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