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In cases where an account manager needs to be looped in, the agent will populate the Account Manager field with the AM for the Organization AND the Regional Manager Field with the Regional Manager’s name. This information is available under the Org’s account in Salesforce. In cases where the Regional and Account Manager are the same (Paige, Davies, Chad, Joe), add James Lee Paige Barry to the Regional Manager field.
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Request for AM response (per SOP):
Prior to contacting the AM or Regional Manager, the agent must confirm:
The homeowner has the correct contact information for their installer and have attempted to contact them without success.
Support has attempted to contact the installer twice without success.
Tag the AM in an internal comment in the ticket and leave specific notes regarding the request.
Populate the ‘Account Manager’ field with the AM’s name.
Populate the ‘Regional Manager’ field with the Regional Manager’s name (or James LeePaige Barry)
Request Type - Depending on SOP
Change the ticket status to ‘Waiting for Account Manager’Manager.’
Once the AM replies, the agent is responsible for changing the ticket status back to ‘Waiting for Support.’
Escalation to Regional Manager or
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Paige Barry (per SOP or at leadership request):
Change the ticket status to ‘Waiting for Management’Management.’
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If a customer replies in a ticket and the status is updated to ‘Waiting for Support’, but response from the account manager/management has not been received, reply to the customer (if required) and change the status back to the prior status (‘Waiting for Account Manager’ or ‘Waiting for Management’) |
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