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Background: We may encounter scenarios where installers are not replying to homeowner’s or support staff calls/e-mails and/or other variant complaints such as being rude.

...

Installer Complaint Escalations:

Action

1

  • Empathize with the customer’s concern and gather all information regarding the complaint

2

  • Is the homeowner a Beam Customer?

If YES:

Follow the procedure for Beam Customers

then proceed to Step

Action

1

5

If NO:

Proceed to Step 3

3

  • Provide the homeowner with the name and phone number of their installer either over the phone or via email (if an email interaction)

4

  • Assure the homeowner that we will also call the installer and then follow up with them once we have an update.

5

  • Create a homeowner Caseon the Homeowner Contact record in Salesforce

Info

Request Type: Installer Complaints

Subtype: Select the most appropriate option based on the complaint type

  • Provide a detailed description of the issue

2

  • , including a summary of the complaint

  • Upload any supporting documentation to the case

6

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

  • If PTO delays or unresponsive installer

    • Use the quick reply - “Unresponsive Install“

  • For all other complaints, provide

    • The homeowner’s name, address, and phone number

    • A detailed description of the issue

7

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

(Click here to see how to relate) 3

8

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

(Click here to see how to reassign)

Back Office Team Procedure:

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

  • If PTO delays or unresponsive installer; you can use the Quick Reply named as “Unresponsive Install“

  • For all other complaints provide a detailed description of the issue

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

If the installer made contact and the Homeowner is satisfied, thank named as 1

Step

Action

1
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)

  5. (If misrepresentation or fraud related) How did the sale occur (in person, remote, phone)? Who did the sales rep speak with? Do you have any documentation on this? How did you review the proposal or savings with the customer? What language was the sale in? How did the signature occur (homeowners device or reps device)?

Thank you,
(Agent name)

2

3

Self-assign the case and set a task reminder to call the installer 2 days after the original date of complaint if the installer has not made contact with the homeowner.

2

  • Confirm the case and all interactions related to the case is properly related to the installer and the homeowner.

Info

If there are interactions that are not related to the installer and HO, reach out to the agent that took the interaction and request they update it.

3

  • Has the installer made contact within 2 days and is the homeowner satisfied?

  • If YES

    • Thank the homeowner and close both (Email and related Case) by using the quick reply “Install-Complnt Done”

    • Close the case and STOP

  • If NO

    • Call the installer escalation number directly

4

  • Was contact made with the installer?

  • If YES

    • Provide them with a description of the complaint and request that they call the homeowner to resolve their concerns.

  • If NO

    • Leave a detailed voicemail with a description of the complaint and the homeowner’s contact information and request that they call the homeowner to resolve their concerns

5

  • Set a task reminder for 2 days after the date of the call to create a case assignment for Sales if the installer has not made contact with the homeowner.

6

  • Has the installer made contact within 2 days and is the homeowner satisfied?

  • If YES

    • Thank the homeowner and close both (Email and related Case) by using the quick reply

    • “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:

    • Close the case and STOP

  • If NO

    • Proceed to step 7

7
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)

  5. (If misrepresentation or fraud related) How did the sale occur (in person, remote, phone)? Who did the sales rep speak with? Do they have any documentation on this? How did they review the proposal or savings with the customer? What language was the sale in? How did the signature occur (

homeowners

  1. homeowner's device or

reps

  1. rep's device)?

Thank you,
(Agent name)

28

  • Work the case and close when complete

...

  • Follow up with the homeowner via email every 5 days at minimum until resolution to assure them we are still working on their case and check to see if the installer has contacted them directly.

9

  • If the AM has not responded to the case assignment after 5 days, tag Cassandra Mercado in the case feed

10

  • Once resolved, close the case and notify the homeowner

Procedure For Concert/Beam Customers:

...

We must generate a commitment Email with the Homeowner 1 week after initial Email

If Homeowner is unresponsive; Close and follow

Action

1If

Note

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

  • For PTO delays or unresponsive installer; you can , use the Quick Reply named as quick reply“Unresponsive Beam“

  • For all other complaints provide a detailed description of the issue

note
2

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

  • Assure the customer that we will follow up once we have an update.

    • Generate a commitment in CXone to email the customer back after 1 week

3

  • After 1 week

    • Follow up with an email to the homeowner using the “Unresponsive Beam HO” quick reply

4

  • If the homeowner is unresponsive

    • Close the Case

  • If Homeowner request a follow up

    • set additional 1 week commitment