...
Request for AM response (per SOP):
Prior to any request for contacting the AM or Regional Manager, the agent must confirm:
The homeowner has the correct contact information for their installer and have attempted to contact them without success
Support has attempted to contact the installer twice without success
Tag the AM in an internal comment in the ticket and leave specific notes regarding the request
Populate the ‘Account Manager’ field with the AM’s name
Populate the ‘Regional Manager’ field with the Regional Manager’s name (or James Lee)
Request Type - Depending on SOP
Change the ticket status to ‘Waiting for Account Manager’
Once the AM replies, the agent is responsible for changing the ticket status back to ‘Waiting for Support’
...