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CALL FLOW SEQUENCE AND HANDLING - Call
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Action: Homeowner calls into the Homeowner Support Line (877-425-5201)
Support assembles pertinent information in real time and transfers call to Account Servicing.
o Full Name
o Contract ID (Located on initial welcome letter) - optional
o System address
o Brief Description of the problem
o Email and phone number are optional
Homeowners must be M3 approved prior to transferring to Account Servicing. Otherwise, Account Servicing will not have a record of the account since they are not yet booked.
Verify you are speaking with the homeowner prior to completing WARM TRANSFERS to Credit & Title and Account Servicing.
Spanish-speaking homeowners needing assistance from Account Servicing require translation from the EverBright agent.
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DO NOT TRANSFER calls to Account Servicing or Omnidian unless M3 has been approved. |
CALL FLOW SEQUENCE AND HANDLING - Email
Action: Homeowner’s email to homeownersupport@goeverbright.com automatically creates a JIRA Ticket in EverBright Homeowner Support Project
Support assembles the following information:
o Full Name
o Contract ID (Located on initial welcome letter) - optional
o System address
o Brief Description of the problem
o Email and phone number are optional
2. Support sends initial response to homeowner with canned response “H/O transferred to Account Servicing”
3. Change reporter to SolarCustomerSupport@accountservicing.com, select “reply to customer” and include all information assembled in step one (1) above
4. Account Servicing will reach out to the Homeowner to address the request
5. Support will request confirmation that contact is made and will keep checking on the status periodically for resolution
6. Ticket can only be closed if there is confirmation that contact from the third party was successful and the process is complete
CALL FLOW SEQUENCE AND HANDLING - Voicemail
Action: Homeowner calls the support line and leaves a message in Homeowner Support’s Voicemail which automatically creates a JIRA Ticket in EverBright Homeowner Support Project
Support assembles the following information:
o Full Name
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Background:
A contract holder, homeowner, or an authorized person on behalf of the contract holder may contact support through a phone call, chat, or email requesting to opt out of AutoPay/ACH payments from Account Servicing.
Process Overview
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