PURPOSE
Homeowners may experience hardship on which they may ask for payment deferment.
Payment deferments deferment inquiries that fall under the categories below will require approval from Customer Support Manager.
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Please notate all permanent information and reason for deferment from the homeowner and reply to the customer:
Thank you for the information. We have notated your concerns and will review them accordingly. We will contact you as soon as possible.
Homeowner Ticket - EBH Queue
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Internal Comment: Homeowner’s Phone number and Email address + Permanent information and reason for deferment.
Reply to Customer:
Hello [Customer Name],
We have notated your concerns and request for payment deferementdeferment. We will review the information provided and will contact you as soon as possible.
Regards,
[Agent’s Name]
Before closing the ticket
Inform directly to the Customer Support Manager via slack for approval. Provide the ticket number and Engine UUID for the job. Do not share accross across channels.
Reply back to the homeowner with the manager’s review.
Close ticket.
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