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.
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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. |
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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]?
The homeowner confirms the 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 - Proceed to step 5.
I see your account is past due. 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 the homeowner refuses to pay: Please understand we are trying to help you. If you do not move forward with payment, you are beholden to the contract and subject to past-due account handling procedures. Would you like to proceed with a payment arrangement?
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If the homeowner refuses to make a payment arrangement, notate on their account. |
IF NO OR UNSURE – Do you have 3-5 minutes to walk through some system checks with me?
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.
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
IF YES
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 can forward your information to our partner, Stable Solar, who will reach out to troubleshoot your system further. Please note that you should receive a DocuSign acknowledgment within the next 24 to 48 hours to the email listed on your account. Please complete the form and return back to us. If there was a co-signer listed on your account, please note that they should have received a DocuSign acknowledgment as well. Once Completed, our preferred partner will contact you to schedule a convenient time to conduct a system inspection.
Proceed to step 2
I see your account is past due. 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 the homeowner refuses to pay: Please understand we are trying to help you. If you do not move forward with payment, you are beholden to the contract and subject to past-due account handling procedures. Would you like to proceed with a payment arrangement?
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If the homeowner refuses to make a payment arrangement, notate on their account. |
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 can forward your information to our partner, Stable Solar, who will reach out to troubleshoot your system further. Please note that you should receive a DocuSign acknowledgment within the next 24 to 48 hours to the email listed on your account. Please complete the form and return back to us. If there was a co-signer listed on your account, please note that they should have received a DocuSign acknowledgment as well. Once Completed, our preferred partner will contact you to schedule a convenient time to conduct a system inspection.
Enter information in the ticket
By the way. I see your account is past due. 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 the homeowner refuses to pay: Please understand we are trying to help you. If you do not move forward with payment, you are beholden to the contract and subject to past-due account handling procedures. Would you like to proceed with a payment arrangement?
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If the homeowner refuses to make a payment arrangement, notate on their account. |
Lights on the combiner are red
This indicates that something is not working correctly
Inform the customer:
I can forward your information to our partner, Stable Solar, who will reach out to troubleshoot your system further. Please note that you should receive a DocuSign acknowledgment within the next 24 to 48 hours to the email listed on your account. Please complete the form and return back to us. If there was a co-signer listed on your account, please note that they should have received a DocuSign acknowledgment as well. Once Completed, our preferred partner will contact you to schedule a convenient time to conduct a system inspection.
Enter information in the ticket
By the way. I see your account is past due. 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 the homeowner refuses to pay: Please understand we are trying to help you. If you do not move forward with payment, you are beholden to the contract and subject to past-due account handling procedures. Would you like to proceed with a payment arrangement?
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If the homeowner refuses to make a payment arrangement, notate on their account. |
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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 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 the homeowner refuses to pay: Please understand we are trying to help you. If you do not move forward with payment, you are beholden to the contract and subject to past-due account handling procedures. Would you like to proceed with a payment arrangement?
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If the homeowner refuses to make a payment arrangement, notate on their account. |
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