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. 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 Homeowner Dashboard [Insert Link Here].
If the customer does not exist on EB platform proceed to confirm that they are a Concert customer.
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M-F - 9 AM to 6 PM EST Cassie Mercado, Alexander Cuesta, Rob Elkins, John Kilfoil, or Herve' Woods
M-F - 6 PM to 9 PM EST or Weekends: Cassie Mercado or Alexander Cuesta
Dashboard References:
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“Homeowner Dashboard” in PowerBI
HO First name / Last name
Property address
Installer name
Installer email address
Project Status: Active Milestone
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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 the financier for Concert program and take calls directly 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 OR Concert Cancellations
EBH Ticket Handling
A. 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]
B. Installer Ticket
Summary: Homeowner Concern – [Homeowner Name]
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Inquiry/concern (concern over delay or other general matters)
Compliance (concern over the installer mishandling the project in some way)
Fraud (concern around dishonesty, forgery, etc.)
Cancellation
Reporter:
If EverBright: Installer’s email address for EB
If Concert: Installer’s Compliance Point of Contact for Concert [Insert Herelink to list of compliance contacts here].
Request Participant:
For “Fraud” and “Compliance” Request Types use , follow Escalating Complaints SOP .
(Add Risk Team)
for EverBright jobs
Also add risk@greentechrenewables.com for Concert Jobs
For EverBright Fraud and Compliance Issues, follow Escalating Complaints SOP and (Add Risk Team). For EverBright General Inquiries/Concerns always add the EB Account Manager.
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[Homeowner Name] for Job Address [Enter Job Address] has reached out to us with the following issue: [Enter Issue Type + Provide a brief description of the homeowner’s complaint + HO Contact Information]. Please reply to this email ASAP with your plan to reach the customer and resolve their issue.
Regards,
[Agent’s Name]
C. Link both the Homeowner and Installer tickets
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If Installer is Unresponsive
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