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 .
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HO First name / Last name
Property address
Installer name
Installer email address
Project Status: Active Milestone
| Info |
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Concert customer customers may inquire on how EverBright 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
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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: The homeowner’s Email address
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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
If Concert: Installer’s Compliance Point of Contact Contacts Concert Compliance Contacts.
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For “Fraud” and “Compliance” Request Types, follow Escalating Complaints SOP
(Add Risk Team) for EverBright jobs
Also add risk@greentechrenewables.com for Concert Jobs + EB Risk Team.
For EverBright General Inquiries/Concerns always add the EB Account Manager.
Organization: Installer Name
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If Installer is Unresponsive
EverBright installers
Follow back 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:
Concert Installers Compliance Contact email address "Concert Installer and Compliance Contacts"
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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]
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You may close both tickets once the installer has replied with receipt confirmation.
Before closing the ticket
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Regards,
[Agent’s Name]
Close both TicketTickets
a. Resolution: Done
b. Resolution Type:
c. Platform Area:
How to close tickets
You may close both tickets once the installer has replied with confirmation receipt.