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 PowerBI Homeowner Dashboard [Insert Link Here].
If the customer does not exist on EB platform proceed to confirm that they are a Concert customer.
...
| Info |
|---|
Concert customer may inquire on how is EverBright associated with them. Inform the customer that we are the financier for Concert program and take calls directly to 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
...
Reply to Installer:
Hello,
[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]
Tickets send to Concert Support must have the Customer ID within the body. Example: Homeowner Name + Customer ID.
C. Link both the Homeowner and Installer tickets
...