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Background:
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Inbound Calls
Answer Incoming Call: “Hello - Thank you for calling EverBright. This is [Agent’s First Name], can I please have the first and last name and property address as listed on the account?
Locate the customer information from the PowerBI Homeowner Dashboard https://app.powerbi.com/groups/me/apps/65d8b4c0-228f-4fdd-827a-e716510e016e/reports/e21ad18e-c3e5-4114-9b62-5d9a98b2c367/ReportSection?ctid=a1681294-4857-4624-8d04-edaddb44ee26.
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Concert customers may inquire how EverBright is associated with them. Inform the customer that we are the financier for Concert program and take calls directly to streamline the resolution process. |
“Thank you, I have your account pulled up. Are the email and phone number listed on your account still the best method to reach out to you?
IF NO, then notate on the ticket.
IF YES, then “How can I assist you today?”
The caller will provide you with the issues/concerns encountered.
IF CALL WAS RESOLVED, then “Thank you for calling EverBright. I will go and close out this ticket. Have a wonderful day.“
IF WELCOME CALL NEEDED, then follow Conducting Welcome Calls - SOP
IF INSTALLER NEEDS TO BE NOTIFIED, then “Thank you, we have notated your concerns on your account and will communicate with the installer. We will advise you once we hear back from the installer. We hope that you have a great rest of your day”.
IF FRAUD OR COMPLIANCE ISSUE, then “Thank you, we have notated your concerns and will get back to you shortly”. Escalating Complaints /wiki/spaces/SS/pages/2622095471
IF CANCELLATION, then follow EB Homeowner Wants to Cancel their Contract - SOP OR Concert Cancellations
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If an EverBright customer is indicating that they are trying to contact their installer and have received no response, refer to the HO Escalation Contact for the Org in Salesforce and make sure they have the correct information. It is OK to share the Homeowner Escalation contact information with the HO: https://d61000000arw9eai.my.salesforce.com/00ODo0000024R4L |
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If a customer is indicating that they are trying to contact their installer and have received no response, refer to the HO Escalation Contact for the Org in Salesforce and make sure they have the correct information. It is OK to share the Homeowner Escalation contact information with the HO: https://d61000000arw9eai.my.salesforce.com/00ODo0000024R4L |
Installer Ticket
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The homeowner is NOT to be copied on any communication with Concert Support or Risk |
Create a linked EBH ticket from the HO ticket.
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General Inquiries/Concerns
For EverBright add the EB Account Manager as a watcher
For Concert: Installer’s Compliance Point of Contacts Concert Compliance Contacts.
For “Fraud” and “Compliance” Request Types, follow Escalating Complaints SOP
Add Risk Team for EverBright jobs
Add risk@greentechrenewables.com for Concert Jobs + EB Risk Team.
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[Homeowner Name + for Job Address [Enter Job Address (Job Link for EB customers)] has reached out to us with the following issue: [Enter Issue Type + Provide a brief description of the homeowner’s complaint + HO Contact Information]. Please reply to this email ASAP with your plan to reach the customer and resolve their issueWe kindly request that you contact the customer and provide us with a determination within 2 business days.
Regards,
[Agent’s Name]
Tickets sent to Concert Support must have the Customer ID within the body. Example: Homeowner Name + Customer ID.
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We just wanted to follow up on this issue. Please reply to this email to confirm receipt.
Regards,
[Agent’s Name]
For EverBright customers
After 2 business days, reach out to the homeowner to see if the installer has contacted them.
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If the installer made contactand the homeowner is satisfied, thank the homeowner and close both tickets.
If Only after the homeowner has confirms that they have not heard from the installer in 2 days, tag the account manager in an internal comment in the ticket and escalate the issue per this SOP.
If the account manager has not sent an update within 2 days, escalate the issue to the regional manager per this SOP.
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