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Phone Calls

This SOP is for customers with delinquent payments only - calls should be attempted at a minimum of 4 days per week for a period of 45 days.

Objective

Determine if the solar system is active and functional. EverBright has partnered with Stable Solar. Stable will troubleshoot non-functioning systems to help the homeowner reach PTO.

Take down any pertinent information provided by the homeowner during the call and record it in the EBH ticket. Assigned agents will update the Stronger spreadsheet tab labeled Support- Stable Outreach

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Reporter: Homeowner’s email address

Labels: Stronger, PTO

Request Type: Billing and Payments

CALL SCRIPT

  1. Hello, this is [Agent Name] calling from EverBright. Am I speaking with [Homeowner Name]?

  2. Homeowner confirms name. Proceed with the call.  

  3. We are reaching out to confirm your system is active and producing power.

  4. IF YES - We are happy to hear that your system is operating normally. I see your account is past due. To prevent future late fees and credit reporting, I recommend making a payment today. Can I transfer you to our Account Servicing team to arrange your payment?

    1. YES: Transfer the customer to 319-734-4951

    2. NO: Provide 877-425-5201, Option 1 for Account Servicing

      1. So that I can update your account, what date and amount will you pay?

  5. Thanks for choosing EverBright and taking the time to speak with us. Have a great day.

IF NO OR UNSURE – Do you have 3-5 minutes to walk through some system checks with me?

Option 1 – Check Combiners

If the homeowner gives any indication that they do not feel comfortable with accessing the panel or any other steps in Option 1, DO NOT proceed. STOP and move on to Option 2

If the homeowner is unable to locate the combiner, proceed to Option 2

  1. Please locate and confirm that the Combiner is functioning. They are typically mounted on the wall next to the main service panel.

  2. Please open the combiner and check the lights on the combiner (see below).

Lights on the combiner are green

  • The system is producing energy

  • Instruct the homeowner to check the breaker and make sure it is turned on

  • IF YES

    • Inform the customer:

  1. We are happy to hear that your system is operating normally. I see your account is past due. To prevent future late fees and credit reporting, I recommend making a payment today. Can I transfer you to our Account Servicing team to process your payment?

    1. CAN PAY TODAY: Transfer the customer to 319-734-4951

    2. UNABLE TO PAY TODAY: Provide 877-425-5201, Option 1 for Account Servicing

      1. So that I can update your account, what date will you pay your past due balance?

  • IF NO

    • Instruct the customer to turn the breaker ON

There are no lights on the combiner and the breaker is ON

  • Inform the customer:

I will forward your information to our partner, Stable Solar, who will reach out to further troubleshoot your system. What’s the best contact number and time to reach you?

  • Enter information in the ticket

By the way. I see your account is past due. To prevent future late fees and credit reporting, I recommend making a payment today. Can I transfer you to our Account Servicing team to process your payment?

  1. CAN PAY TODAY: Transfer the customer to 319-734-4951

  2. UNABLE TO PAY TODAY: Provide 877-425-5201, Option 1 for Account Servicing

    1. So that I can update your account, what date will you pay your past due balance? 

Lights on the combiner are red

  • This indicates that something is not working correctly

    • Inform the customer:

We will inform our partner, Stable Solar, about your system issue. They will contact you to schedule a convenient time to conduct a system inspection.

Option 2 – Check Utility Bill

Are you receiving credits for energy produced? - (This may vary by utility). Instruct the customer to check their most recent utility bill. If they find solar credits on their utility bill, their system is active and producing energy. If they are unsure where the credit is located on the bill, they can check with their utility company for more information.

IF YES – Great to hear that our system is active and producing energy. I see your account is past due. To prevent future late fees and credit reporting, I recommend making a payment today. Can I transfer you to our Account Servicing team to process your payment?

  1. CAN PAY TODAY: Transfer the customer to 319-734-4951

  2. UNABLE TO PAY TODAY: Provide 877-425-5201, Option 1 for Account Servicing

    1. So that I can update your account, what date will you pay your past due balance?

IF NO- I will forward your information to our partner, Stable Solar, who will reach out to further troubleshoot your system. What’s the best contact number and time to reach you?

  • Enter information in the ticket

Emails

In the event that you are unable to reach out to the homeowner by phone, create an EBH ticket and email the customer immediately.

Reporter: Homeowner’s email address

Labels: Stronger, PTO

Request Type: Billing and Payments

Email Response

Hello [Homeowner Name],

We are reaching out to verify your solar system is active and producing energy.

There are a few ways for you to check on your own. Please follow the instructions below to confirm that your system is working correctly.

If you are not experiencing any issues with your system- that’s great!

If you are experiencing issues with your system, we will assist you in communicating with our partner, Stable Solar, who will work with you to get the system activated.

In either case, we want to remind you that past-due payments are required to prevent future late fees and/ or credit reporting. Please contact our account servicing team at 877-425-5201, Option 1 to schedule your payment.

Feel free to reach out to us should you have any questions or concerns.

Regards,

[Agent Name]

Option 1 - Check the Combiner

Locate the combiner. They are typically mounted on the wall next to the main service panel. Open the combiner and check for green lights. Note that not all systems will have the exact setup as indicated in the pictures:

If lights are green, the system is producing energy. Check if the breaker is on. If not, then proceed with turning ON the breaker.

If there are no lights on the combiner even after confirming the breaker is ON or if the lights are ON but are red, please respond to this email and we will have a partner come out to inspect your system as soon as possible. 

Option 2 - Check utility Bill

Check your most recent utility bill. If you find solar credits on your utility bill, your system is active and producing energy. Check with your local utility company if you are unsure where the credit is located on the bill.

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