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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.
...
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.
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.
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
IF HOMEOWNER ASKS WHY THEY SHOULD PAY
We are going beyond our fiduciary responsibility to support the homeowner. EverBright is helping to coordinate the resolution of system issues caused by the installer and homeowners are expected to abide by the initial contract put forth.
Reporter: Homeowner’s email address
Labels: Stronger, PTO
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 to confirm your system is active and producing power.
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?
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 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 |
Please locate and confirm that the Combiner is functioning. They are typically mounted on the wall next to the main service panel.
Please open the combiner and check the lights on the combiner (see below).
...
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
...
Inform the customer:
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
...
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. Make an internal comment in the ticket each day an attempt was made.
| 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. |
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.
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
IF HOMEOWNER ASKS WHY THEY SHOULD PAY
We are going beyond our fiduciary responsibility to support the homeowner. EverBright is helping to coordinate the resolution of system issues caused by the installer and homeowners are expected to abide by the initial contract put forth.
Reporter: Homeowner’s email address
Labels: Stronger, PTO
Request Type: Billing and Payments
| Table of Contents | ||||
|---|---|---|---|---|
|
VOICEMAIL SCRIPT
Hello, this is [Agent Name] calling from EverBright. We are reaching out regarding the status of your solar system. Please give us a call at (877) 425-5201 Option 3 at your earliest convenience, again that’s (877) 425-5201 Option 3
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 to confirm your system is active and producing power.
IF YES - We are happy to hear that your system is operating normally. Has your system been set up for monitoring?
IF YES - That’s great to hear. Proceed to step C
IF NO/unsure - 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? Proceed to step C
I see your account is past due. To prevent future late fees and credit reporting, I recommend making a payment today through MyEverbright.com. Has your MyEverbright account been set up?
CAN PAY TODAY:Direct the customer to make payments directly through the MyEverbright Portal athttps://myeverbright.com/login
If the customer has not set up their MyEverbright account, log in to https://myeverbright.com/login and resend the invitation Register at MyEverBright: How to resend portal invitation
UNABLE TO PAY TODAY:Provide the link for MyEverbright.com - resend the invite per the above instructions if needed
So that I can update your account, what date and amount will you pay?
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 |
Please locate and confirm that the Combiner is functioning. They are typically mounted on the wall next to the main service panel.
Please open the combiner and check the lights on the combiner (see below).
...
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:
We are happy to hear that your system is operating normally. Has your system been set up for monitoring?
IF YES - That’s great to hear. Proceed to step 2
IF NO/unsure - 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? Proceed to step 2
I see your account is past due. To prevent future late fees and credit reporting, I recommend making a payment today through MyEverbright.com. Has your MyEverbright account been set up?
CAN PAY TODAY:Direct the customer to make payments directly through the MyEverbright Portal athttps://myeverbright.com/login
If the customer has not set up their MyEverbright account, log in to https://myeverbright.com/login and resend the invitation Register at MyEverBright: How to resend portal invitation
UNABLE TO PAY TODAY:Provide the link for MyEverbright.com - resend the invite per the above instructions if needed
So that I can update your account, what date and amount 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?
...
today through MyEverbright.com. Has your MyEverbright account been set up?
CAN PAY TODAY:Direct the customer to make payments directly through the MyEverbright Portal athttps://myeverbright.com/login
If the customer has not set up their MyEverbright account, log in to https://myeverbright.com/login and resend the invitation Register at MyEverBright: How to resend portal invitation
UNABLE TO PAY TODAY:Provide 877-425-5201, Option 1 for Account Servicingthe link for MyEverbright.com - resend the invite per the above instructions if needed
So that I can update your account, what date and amount 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?
...
credit reporting, I recommend making a payment today through MyEverbright.com. Has your MyEverbright account been set up?
CAN PAY TODAY:Direct the customer to make payments directly through the MyEverbright Portal athttps://myeverbright.com/login
If the customer has not set up their MyEverbright account, log in to https://myeverbright.com/login and resend the invitation Register at MyEverBright: How to resend portal invitation
UNABLE TO PAY TODAY:Provide 877-425-5201, Option 1 for Account Servicingthe link for MyEverbright.com - resend the invite per the above instructions if needed
So that I can update your account, what date will you pay your past due balance?
...
update your account, what date and amount will you pay?
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.
...
In either case, we want to remind you that past-due payments are required to prevent future late fees and/ or credit reporting. Please contact our account servicing team at 877-425-5201, Option 1 log in to MyEverbright.com to schedule your payment. If you are unable to log in, reply to this email and we will resend the invitation.
Feel free to reach out to us should you have any questions or concerns.
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