Page Comparison

1

• Authenticate the customer and gather the following information:

1. Name

2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

3. Property address

4. Reason of call

Review and follow the available SOPs for Account Servicing Inquiries to address the customer's concern: Account Servicing Inquiries

• Was the customer’s concern resolved?

  • If yes, enter disposition notations with billing disposition notations and Stop

  • If no, proceed to Step 2 to determine if customer should be referred to Account Servicing for further assistance

2

Using the following table, has M3 been approved? How to verify if M3 has been approved

IF:

THEN:

• M3 has been approved

• Proceed to Step 3

• M3 has NOT been approved

• DO NOT refer customer to Account Servicing and follow available SOPs for Account Servicing Inquiries resolution:

3

IF:

THEN:

• Customer is installer or sales rep

• The Account Servicing phone number can be provided but reiterate that the call should come from the homeowner or an authorized person on the contract only.

• Proceed to Step 5

• Customer is contract holder/ homeowner/authorized person on behalf of the contract holder

• Proceed to Step 4

4

• Is Account Servicing available (Weekdays 5:00AM to 5:00PM PST)?

1. If yes, /wiki/spaces/SS/pages/2782756880to Account Servicing with contract holder/homeowner/authorized person’s name, property address, and reason for call

   1. After 3 minutes of no answer, you may cold transfer the call (English or Spanish) to AS ONLY if:

      1. The customer is comfortable with the cold transfer as they will have to be reauthorized and restate their question/concern.

      2. You have confirmed it is a question/concern that only AS can answer.

      3. It is an authorized customer on the account, if not, AS cannot help them.

Related SOPs: /wiki/spaces/SS/pages/2782756880

2. Enter disposition notations with billing disposition notations and Stop

• If no, proceed to Step 5

5

1. Provide customer with Account Servicing phone number and hours of operation:

Account Servicing and Billing: 1-877-425-5201 Weekdays 5:00 AM – 5:00 PM PST.

2. Enter disposition notations with billing disposition notations and Stop.