PURPOSE
Homeowners may experience hardship on which they may ask for payment deferment.
...
Please notate all permanent information and reason for deferment from the homeowner and reply to the customer:
Thank you for the information. We have notated your concerns and will review them accordingly. We will contact you as soon as possible.
Homeowner Ticket - EBH Queue
...
Internal Comment: Homeowner’s Phone number and Email address + Permanent information and reason for deferment.
Reply to Customer:
Hello [Customer Name],
We have notated your concerns and request for payment deferment. We will review the information provided and will contact you as soon as possible.
Regards,
[Agent’s Name]
Before closing the ticket
Inform directly to the Customer Support Manager via slack for approvalby tagging in the ticket. Provide the ticket number and Engine UUID for the job. Do not share across channels.
Reply back to the homeowner with the manager’s review.
Close ticket.
...