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 https://app.powerbi.com/groups/me/apps/65d8b4c0-228f-4fdd-827a-e716510e016e/reports/e21ad18e-c3e5-4114-9b62-5d9a98b2c367/ReportSection?ctid=a1681294-4857-4624-8d04-edaddb44ee26 .
If the customer does not exist on EB platform proceed to confirm that they are a Concert customer.
Post a slack message in #support-and-cs-team-members-only and tag the following people to request confirmation that they are Concert customers:
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
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Concert customers may inquire how EverBright is 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
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Organization: installer name
Labels:
Internal Comment: Homeowner’s Phone number and Email address (inbound calls only)
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[Agent’s Name]
B. Installer Ticket
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The homeowner is NOT to be copied on any communication with Concert Support or Risk |
Create a linked EBH ticket from the HO ticket.
Summary: Homeowner Concern – [Homeowner Name] - [Installer Name]
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If EverBright: Installer’s email address
If Concert: [Insert Here INSTALLER EMAIL ADDRESS]
Request Participant:
General Inquiries/Concerns
For EverBright add the EB Account Manager
For Concert: Installer’s Compliance Point of Contacts Concert Compliance Contacts.
Request Participant:
For “Fraud” and “Compliance” Request Types, follow Escalating Complaints SOP
(Add Risk Team ) for EverBright jobs
Also add Add risk@greentechrenewables.com for Concert Jobs + EB Risk Team.
Organization: Installer NameLabels:
Support Channel: Either/And Email, Phone, Chat (Select as Applicable).
Reply to Installer:
Hello,
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If Installer is Unresponsive
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Follow up with the Installer. Notate your attempt as an internal comment. Example: 2/2 attempt
After account manager will be sent an email (via outlook) every two days for 2 attempts
For Concert:
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Keep the Account Manager (EB) or Concert Compliance Contact as a requested participant.
Reply to the installer:
Hello,
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You may close both tickets once the installer has replied with a confirmation receipt.