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Background: There may be situations in which a homeowner reports damage to their personal property, such as their roof, home, or vehicle. this SOP will help us understand how to handle effectively these scenarios specifying actions required Pre-M3 and Post-M3 for both RIC and PPA products.

...

Step

Action

1

  • Express Acknowledgement of the homeowner’s concern without accepting or delegating blame:

Example:

  • “I Understand you must be Incredibly frustrated/concerned…”

2

  • Attempt to gather as many details regarding the property damage:

  • Who? What? When?

  • Photos

  • Any communication exchanged with the installer (If Available)

  • A formal report filed with their insurance company (If Available)

3

  • Proceed to follow the process based on the applicable scenario:

RIC (Click Here)

PPA (Click Here)

...

Assisting a Homeowner with a Property Damage Claim (RIC):

Agent will facilitate communications between the homeowner and the Installer to resolve the concern:

Milestone Status

IF

Then

Pre-M3

  • The damage is Install-Related

  • Create a Case in SalesForce

    • Customer Request Type: Installer Complaint

    • SubType: Select the most appropriate option based on the complaint type

    • Case Description: Provide a detailed description of the issue based on the information previously gathered

  • Confirm that the case is Related to the Installer and the Homeowner

  • Reassign the case to the back-office queue (If request comes in from chat/phone)

  • Back Office team will own the rest of the process based on the following instructions (Click Here)

  • The damage is NOT Install-related

Post-M3

  • The Damage is Install-Related

  • Create a Case in SalesForce

  • Customer Request Type: Installer Complaint

    • SubType: Select the most appropriate option based on the complaint type

    • Case Description: Provide a detailed description of the issue based on the information previously gathered

  • Confirm that the case is Related to the Installer and the Homeowner

  • Reassign the case to the back-office queue (If request comes in from chat/phone)

  • Back Office team will own the rest of the process based on the following instructions (Click Here)

  • The Damage is NOT Install-Related

  • Advise Refer the customer to refer the contract

“For system maintenance or production issues, please refer to your contract

  • their contract package for details about

your

  • their manufacturer and

installer warranties”

  • Installer waranties

IF property damaged but Installer ran out of Business Follow the “Homeowner Wokout Plans” SOP

...

Assisting a Homeowner with a Property Damage Claim (PPA) :

Agent will facilitate communications between the homeowner and the Installer or Omnidian to resolve the concern:

Milestone Status

IF

Then

Pre-M3

  • The damage is Install-Related

  • Create a Case in SalesForce

  • Customer Request Type: Installer Complaint

    • SubType: Select the most appropriate option based on the complaint type

    • Case Description: Provide a detailed description of the issue based on the information previously gathered

  • Confirm that the case is Related to the Installer and the Homeowner

  • Reassign the case to the back-office queue (If request comes in from chat/phone)

  • Back Office team will own the rest of the process based on the following instructions (Click Here)

  • The damage is NOT Install-related

Post-M3

  • The Damage is Install-Related

  • IF PPA:

    • Refer the customer with our Service Department (Omnidian)

    • Provide our Service Department’s information and warm transfer to them

      • (If it is a phone call)

    • Provide our Service Departments Information

      • (If it is a Chat or Email)

    NOTE:

    • Omnidian will facilitate communication between the homeowner and the installer.

    • If the customer states that they have already spoken with Omnidian, or Omnidian transfers them to us, we must (As part of the O&M process)

      • create a SalesForce case with the O&M team to troubleshoot further

  • The Damage is NOT Install-Related

IF property damaged but Installer ran out of Business Follow the “Homeowner Wokout Plans” SOP

...

Step

Action

1

  • Email the installer to advise of the homeowner’s concerns and advise the installer to contact the homeowner by phone

Provide a detailed description of the issue based on the case related with this HO’s concern

 

Info

Include homeowner name, address and phone number

Hello,

Mutual Customer, _____, at address, _________, reached out with a concern of  ______. We would like your assistance in receiving a response or update regarding this complaint along with the below questions. They can be reached at _____.

  1. Do you have recent communications with the homeowner? What does that look like?

  2. Have you addressed or contacted the homeowner about this specific concern? If not, why? If so, what updates can you provide

  3. How do you plan to make this right for the homeowner? Or if you do not feel they need to, can you provide details on why along with any documentation?

  4. (Insert any other specific homeowner related concern question)

Thank you,
(Agent name)

2

  • Email the homeowner to advise that we reached out to the installer and also provide them the installers escalated contact information.

 

3

  • If the installer made contact and the Homeowner is satisfied, thank the homeowner and close both (Email and related Case) by using the quick reply named as “Install-Complnt Done”

Info

Make sure to include the proper case closure comments prior closing the case

 

 

If the Homeowner has not heard from the installer in 2 days:

1

Info

  • Assign to Sales

  • Referral Reason: Unresponsive Installer

  • Referral Comments: See Template

 

Referral Comment Template:

The installer has been unresponsive in our outreach attempts to resolve the homeowners concern of ______. We would like your assistance in receiving a response or update from the installer regarding:

  1. Do they have recent communications with the homeowner? What does that look like?

  2. Have they addressed or contacted the homeowner about this specific concern? If not, why? If so, what updates can they provide

  3. How do they plan to make this right for the homeowner? Or if they do not feel they need to, can they provide details on why along with any documentation?

  4. (Insert any other specific homeowner related concern question)

Thank you,
(Agent name)

2

  • Work the case and close when complete

...

Step

Action

 

1

Provide a detailed description of the issue

Note

DO NOT add the Homeowner in the “CC” Field

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 a commitment Email with the Homeowner 1 week after initial Email

  • If Homeowner is unresponsive; Close Case

  • If Homeowner request a follow up set additional 1 week commitment and follow up with (risk@greentechrenewables.com)

...