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Phone Calls

This SOP is for customers with delinquent payments only - calls should be attempted at a minimum of 4 days per week for a period of 45 days.

Info

INTERNAL ONLY- SCRIPT TO BE UPDATED WHEN AGREEMENT APPROVED. We are contracting with Stable Solar to assist in getting the system operational and access to monitoring. For delinquent customers we are reaching out to get them to sign an acknowledgement that we are operating in good faith outside of our fiduciary responsibility to coordinate a resolution of issues with their project installation.

Stable will attempt to troubleshoot and setup everything remotely. If they are unable to do this, they will schedule a site visit directly with the homeowner to go to the homes and remediate any issues and access monitoring. See below for pricing.

$100 charge if they are able to setup remotely

$275 for a site visit that includes 2 hours onsite. Each additional how is $150

Should remediation work exceed $1000, EverBright will need to approve the work prior to commencement.

Objective

Determine if the solar system is active and functional. EverBright has partnered with Stable Solar. Stable will troubleshoot non-functioning systems to help the homeowner reach PTO.

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Request Type: Billing and Payments

CALL SCRIPT

  1. Hello, this is [Agent Name] calling from EverBright. Am I speaking with [Homeowner Name]?

  2. Homeowner confirms name. Proceed with the call.  

  3. We are reaching out to confirm your system is active and producing power.

  4. IF YES - 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 arrange your payment?

    1. YES: Transfer the customer to 319-734-4951

    2. NO: Provide 877-425-5201, Option 1 for Account Servicing

      1. So that I can update your account, what date and amount will you pay?

  5. 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 me?

Option 1 – Check Combiners

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

Info

If the homeowner is unable to locate the combiner, proceed to Option 2

  1. Please locate and confirm that the Combiner is functioning. They are typically mounted on the wall next to the main service panel.

  2. 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:

  1. 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?

    1. CAN PAY TODAY: Transfer the customer to 319-734-4951

    2. UNABLE TO PAY TODAY: Provide 877-425-5201, Option 1 for Account Servicing

      1. 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:

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?

  1. CAN PAY TODAY: Transfer the customer to 319-734-4951

  2. UNABLE TO PAY TODAY: Provide 877-425-5201, Option 1 for Account Servicing

    1. 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 will 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 you receiving 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 – Great to hear that our system is active and producing energy. 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?

  1. CAN PAY TODAY: Transfer the customer to 319-734-4951

  2. UNABLE TO PAY TODAY: Provide 877-425-5201, Option 1 for Account Servicing

    1. 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

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