Content Comparison

1

• Is the caller advising that their installer is not able to complete their job?

  • If yes, proceed to Step 2

  • If no, Stop and follow the appropriate SOP

2

• Refer to the following SOP to determine if the customer’s pipeline job is part of a workout plan: Homeowner Workout Plans

  • If yes, follow the Homeowner Workout Plans SOP and Stop

  • If no, proceed to Step 3

3

• Reply to the ticket or if necessary, create a ticket by referring to the following SOP: Elevating a Call or Chat to the back-office email Create a case and case assignment for the resolution team

• Tag Cassandra Mercado in the case feed

• Reply to customer:

  • “Thank you for bringing this to our attention and we acknowledge the receipt of your email. Our legal team is reviewing the (Installer name) account and will follow up with them in short order.”

• Proceed to Step 4

4

• Was the customer’s concern(s) resolved?

  • If yes, enter disposition notations and Stop

  • If no, follow the appropriate SOP based on their additional concern(s)