Background: The homeowner does not want monthly automatic payments deducted from their account, so they want to opt out of ACH. A homeowner can opt out of ACH prior to the solar system installation. After the homeowner receives their myeverbright.com portal access, they will be able to opt back in if they choose. Otherwise, they can make payments by check ($7.50 fee for each check), by phone ($9.00 fee for payment by phone) or directly through the account servicing app on the myeverbright.com portal for no additional fee.
CALL FLOW SEQUENCE AND HANDLING - Call
Action: Homeowner calls into the Homeowner Support Line (877-425-5201)
Support assembles pertinent information in real time and transfers call to Account Servicing.
o Full Name
o Contract ID (Located on initial welcome letter) - optional
o System address
o Brief Description of the problem
o Email and phone number are optional
CALL FLOW SEQUENCE AND HANDLING - Email
Action: Homeowner’s email to homeownersupport@goeverbright.com automatically creates a JIRA Ticket in EverBright Homeowner Support Project
Support assembles the following information:
o Full Name
o Contract ID (Located on initial welcome letter) - optional
o System address
o Brief Description of the problem
o Email and phone number are optional
2. Support sends initial response to homeowner with canned response “H/O transferred to Account Servicing”
3. Change reporter to SolarCustomerSupport@accountservicing.com, select “reply to customer” and include all information assembled in step one (1) above
4. Account Servicing will reach out to the Homeowner to address the request
5. Support will request confirmation that contact is made and will keep checking on the status periodically for resolution
6. Ticket can only be closed if there is confirmation that contact from the third party was successful and the process is complete
CALL FLOW SEQUENCE AND HANDLING - Voicemail
Action: Homeowner calls the support line and leaves a message in Homeowner Support’s Voicemail which automatically creates a JIRA Ticket in EverBright Homeowner Support Project
Support assembles the following information:
o Full Name
o Contract ID (Located on initial welcome letter) - optional
o System address
o Brief Description of the problem
o Email and phone number are optional
2. Support sends initial response to homeowner with canned response “H/O transferred to Account Servicing”
3. Change reporter to SolarCustomerSupport@accountservicing.com, select “reply to customer” and include all information assembled in step one (1) above
4. Account Servicing will reach out to the Homeowner to address the request
5. Support will request confirmation that contact is made and will keep checking on the status periodically for resolution
6. Ticket can only be closed if there is confirmation that contact from the third party was successful and the process is complete