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Rafael Gonzalez

Rafael Gonzalez

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Background: We may encounter scenarios where installers are not replying to homeowner’s or support staff calls/e-mails.

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Step

Action

1

  • If this is for a Concert/Beam Customer; Send the email to Risk@greentechrenewables.com instead of the actual Installer (You can use theQuick Reply named as “Unresponsive Beam“)

Note

DO NOT add the Homeowner in the “CC” Field for Concert/Beam Customers

2

  • Once we send the email to Green Tech Renewables; Create a Commitment Email in CXone to let the Homeowner know that we are currently working on obtaining updates by using the quick reply named as “Unresponsive Beam HO”

Info

We must generate this commitment once a week (This means that we will need to update the Homeowner once a week until we get an update or resolution from Green Tech Renewables.