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Procedure:

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 to the Regional Manager field.

DO NOT add the AM to this field when they are added as a ‘watcher’ in a ticket. Individual SOP’s will define when an account manager should be added as a ‘watcher’ versus tagged in an internal comment and added to the ‘Account Manager’ field (along with the Regional Manager).

These statuses are to be used temporarily and toggled on an off as responses are received. Each time the AM or Regional Manager has given a sufficient response, change the status back to ‘Waiting for Support’ or ‘Waiting for Customer’.

Request for AM response (per SOP):

  1. Prior to contacting the AM or Regional Manager, the agent must confirm:

    1. The homeowner has the correct contact information for their installer and have attempted to contact them without success

    2. Support has attempted to contact the installer twice without success

  2. Tag the AM in an internal comment in the ticket and leave specific notes regarding the request

  3. Populate the ‘Account Manager’ field with the AM’s name

  4. Populate the ‘Regional Manager’ field with the Regional Manager’s name (or James Lee)

  5. Request Type - Depending on SOP

  6. Change the ticket status to ‘Waiting for Account Manager’

  7. Once the AM replies, the agent is responsible for changing the ticket status back to ‘Waiting for Support’

Escalation to Regional Manager or James Lee (per SOP or at leadership request):

  1. Change the ticket status to ‘Waiting for Management’

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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