Important: When communicating with the homeowner, simply share in their frustration without apologizing or accepting/deferring any blame, and explain we will attempt to investigate their concern.
2
Update Support ticket:
Internal Comment: Summarize the matter, provide a brief overview of actions taken during your investigation, note any relevant findings and discoveries, share the installer’s comment/perspective on the matter, and, if provided by the homeowner, any proof/documentation shared
Tag (@): Cassandra Mercado and Sabin Abad
Ticket Status: “Waiting on Compliance”
If this case is a result of a false/unfair/deceptive trade practice by an installer, also update the Label field on the Support ticket to “Promises”
Go to Step 3
Info
Note: Updating the EBH ticket status will create a duplicate, linked POLICY ticket in a separate project: EB Compliance. This will allow you to facilitate conversation internally with the Compliance team. When customer interaction is necessary, it would be done via the original Support ticket.
3
Locate the linked Policy ticket created
Update Policy ticket:
Reporter: Aileen Kozlowski
Request Participant(s): Steven Edwards
Tag (@): Cassandra Mercado and Sabin Abad
Ticket Status: “Waiting on Compliance”
Comment:
Include an overview of the matter, actions taken, findings made, copies of any supporting documents, Engine job link, and request review/input by the Compliance
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Reminder: Ensure you frequently monitor the ticket for updates!