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| Table of Contents |
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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.
M-F - 9 AM to 6 PM EST Cassie Mercado, Alexander Cuesta, John Kilfoil, or Herve' Woods
M-F - 6 PM to 9 PM EST or Weekends: Cassie Mercado or Alexander Cuesta
Dashboard References: “Homeowner Dashboard” in PowerBI
HO First name / Last name
Property address
Installer name
Installer email address
Project Status: Active Milestone
| Info |
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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
EBH Ticket Handling
A. Homeowner Ticket
Summary: Homeowner Concern – [Homeowner Name] - [Installer 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
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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.
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General Inquiries/Concerns
For EverBright add the EB Account Manager
For Concert: Installer’s Compliance Point of Contacts Concert Compliance Contacts.
For “Fraud” and “Compliance” Request Types, follow Escalating Complaints SOP
Add Risk Team for EverBright jobs
Add risk@greentechrenewables.com for Concert Jobs + EB Risk Team.
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Tickets sent to Concert Support must have the Customer ID within the body. Example: Homeowner Name + Customer ID.
C. Link both the Homeowner and Installer tickets
If Installer is Unresponsive
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We just wanted to follow up on this issue. Please reply to this email to confirm receipt.
Regards,
[Agent’s Name]
Before closing the ticket
Reply to homeowner:
Hello [Homeowner Name],
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