Purpose
The purpose of this SOP is to provide homeowner support agents with a high-level overview of how to handle concerns from homeowners about their system installation. Take down any pertinent information provided by the homeowner during the call and record it in the EBH ticket as an internal comment. This SOP is for the purpose of handling homeowner concerns Pre-PTO (Inquiry/Concerns, Compliance, Cancellations, and Fraud).
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 .
If the customer does not exist on EB platform proceed to confirm that they are a Concert customer.
Post a slack message in #support-and-cs-team-members-only and tag the following people to request confirmation that they are Concert customers:
M-F - 9 AM to 6 PM EST Cassie Mercado, Alexander Cuesta, Rob Elkins, John Kilfoil, or Herve' Woods
M-F - 6 PM to 9 PM EST or Weekends: Cassie Mercado or Alexander Cuesta
Dashboard References: “Homeowner Dashboard” in PowerBI
HO First name / Last name
Property address
Installer name
Installer email address
Project Status: Active Milestone
Concert customer may inquire on how is EverBright 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
IF CANCELLATION, then follow EB Homeowner Wants to Cancel their Contract - SOP OR Concert Cancellations
EBH Ticket Handling
A. Homeowner Ticket
Summary: Homeowner Concern – [Homeowner Name] - [Installer Name]
Description: Homeowner Name and Job Address – and summary of their concern
Request Type: Select from:
Inquiry/concern (concern over delay or other general matters)
Compliance (concern over the installer mishandling the project in some way)
Fraud (concern around dishonesty, forgery, etc.)
Cancellation
Reporter: The homeowner’s Email address
Organization: installer name
Labels:
Internal Comment: Homeowner’s Phone number and Email address (inbound calls only)
Reply to Customer:
Hello [Customer Name],
We have notated your concerns and we will be contacting your installer. I will follow up with you once I have connected with your installer.
Regards,
[Agent’s Name]
B. Installer Ticket
Summary: Homeowner Concern – [Homeowner Name] - [Installer Name]
Description: Homeowner Name and Job Address – and summary of their concern
Request Type: Select from:
Inquiry/concern (concern over delay or other general matters)
Compliance (concern over the installer mishandling the project in some way)
Fraud (concern around dishonesty, forgery, etc.)
Cancellation
Reporter:
If EverBright: Installer’s email address
If Concert: Installer’s Compliance Point of Contact Concert Compliance Contacts.
Request Participant:
For “Fraud” and “Compliance” Request Types, follow Escalating Complaints SOP
(Add Risk Team) for EverBright jobs
Also add risk@greentechrenewables.com for Concert Jobs + EB Risk Team.
For EverBright General Inquiries/Concerns always add the EB Account Manager.
Organization: Installer Name
Labels:
Support Channel: Either/And Email, Phone, Chat
Reply to Installer:
Hello,
[Homeowner Name + for Job Address [Enter Job Address] 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 issue.
Regards,
[Agent’s Name]
Tickets sent to Concert Support must have the Customer ID within the body. Example: Homeowner Name + Customer ID.
C. Link both the Homeowner and Installer tickets
If Installer is Unresponsive
Follow back up with the Installer. Notate your attempt as an internal comment. Example: 2/2 attempt.
For Concert:
Concert Installers Compliance Contact email address "Concert Installer and Compliance Contacts"
Reply to the installer:
Hello,
We just wanted to follow up on this issue. Please reply to this email to confirm receipt notification.
Regards,
[Agent’s Name]
How to close tickets
You may close both tickets once the installer has replied with receipt confirmation.
Before closing the ticket
Reply to homeowner:
Hello [Homeowner Name],
Your installer informed us they will (enter the installer’s plan here). If you do not hear from your installer by [Ticket Created Date + 10 days = “MM/DD/YYYY”], please reach out to us again so we can help facilitate the final resolution. In the meantime, I will close this ticket.
Regards,
[Agent’s Name]
Close both Ticket
a. Resolution: Done
b. Resolution Type:
c. Platform Area: