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Background:
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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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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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Damage – customer has damage to the home or property that needs immediate attention from the installer
Equipment – cases where incorrect equipment is/was installed or is missing
Fraud – pre-compliance investigations
PTO Delay – General PTO cases where we are waiting on a utility or PTO letter
Unresponsive Installer – all other general homeowner issues where An attempt to contact the installer about an general complaint has been unresponsive to support unsuccessful
Complaint - Other general complaints
Reporter: The homeowner’s Email address
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[Agent’s Name]
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 as a watcher
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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