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Purpose
The purpose of this SOP is to provide homeowner support agents with a high-level overview of how to handle concerns from homeowners about their system installation or cancellation. Take down any pertinent information provided by the homeowner during the call and record it in the EBH ticket as an internal comment. This SOP is for the purpose of handling homeowner concerns Pre-PTO (Inquiry/Concerns, Compliance, Cancellations, and Fraud).
Inbound Calls
Answer Incoming Call: “Hello - Thank you for calling EverBright. This is [Agent’s First Name], can I please have the first and last name and property address as listed on the account?
Locate the customer information from the Pre-PTO PowerBI Dashboard [Insert Link Here].
Dashboard References: “Pre-PTO Dashboard” in PowerBI
HO First name / Last name
Property address
Installer name
Installer email address
Project Status: Active Milestone
| Info |
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Concert customer may inquire on how is EverBright associated with them. Inform the customer that we are taking homeowner concern calls for Concert to better streamline the resolution process. |
“Thank you, I have your account pulled up. Are the email and phone number listed on your account still the best method to reach out to you?
IF NO, then notate on the ticket.
IF YES, then “How can I assist you today?”
The caller will provide you with the issues/concerns encountered.
IF CALL WAS RESOLVED, then “Thank you for calling EverBright. I will go and close out this ticket. Have a wonderful day.“
IF WELCOME CALL NEEDED, then follow Conducting Welcome Calls - SOP
IF INSTALLER NEEDS TO BE NOTIFIED, then “Thank you, we have notated your concerns on your account and will communicate with the installer. We will advise you once we hear back from the installer. We hope that you have a great rest of your day”.
IF FRAUD OR COMPLIANCE ISSUE, then “Thank you, we have notated your concerns and will get back to you shortly”. Escalating Complaints
IF CANCELLATION, then follow EB Homeowner Wants to Cancel their Contract - SOP, [CONCERT Cancellation SOP LINK]
EBH Ticket Handling
Homeowner Ticket
Summary: Homeowner Concern – [Homeowner Name]
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We have notated your concerns and we will be contacting your installer. I will follow up with you once I have connected with your installer.
Regards,
[Agent’s Name]
Installer Ticket
Summary: Homeowner Concern – [Homeowner Name]
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C. Link both the Homeowner and Installer tickets.
If Installer is Unresponsive
If no confirmation receipt from the installer after 3 days, then follow up with the Installer. Notate your attempt as an internal comment. Example: 2/2 attempt.
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We just wanted to follow up on this issue. Please reply to this email to confirm receipt notification.
Regards,
[Agent’s Name]
How to close tickets
You may close both tickets once the installer has replied with receipt confirmation.
Before closing the ticket
Reply to homeowner:
Hello [Homeowner Name],
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