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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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If a customer is indicating that they are trying to contact their installer and have received no response, refer to the HO Escalation Contact for the Org in Salesforce and make sure they have the correct information. It is OK to share the Homeowner Escalation contact information with the HO: https://d61000000arw9eai.my.salesforce.com/00ODo0000024R4L |
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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Request Type: Select from:
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Inquiry/concern (concern over delay or other general matters)
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Compliance (concern over the installer mishandling the project in some way)
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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 – An attempt to contact the installer about an general complaint has been unsuccessful
Complaint - Other general complaints
Reporter:
If EverBright: Installer’s Homeowner Escalation email address (refer to the salesforce report above for this information)
If Concert: Installer sales rep from the PowerBi dashboard
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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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[Homeowner Name + for Job Address [Enter Job Address (Job Link for EB customers)] 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.
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