Agents should use the ‘Waiting for Deal Processing’ status for all DP requests. DP will not be utilizing Slack to process Support requests. Any currently open tickets should be updated following this SOP.
Credit and title requests should still be submitted via Slack, (i.e. title stips, credit approval-related inquiries, etc.)
Process
Add the Engine link to the job.
Update the subject line of the ticket with one of the following:
Restoration – H/O name - Org
Cancellation - H/O name - Org
NCCO - H/O name - Org
Extend Credit - H/O name - Org.
Milestone Extension - H/O name - Org
Other - H/O name - Org
Update the status of the ticket to ‘Waiting for Deal Processing.’
This will create a linked ticket for DP to process.
Once complete, DP will update the status of their ticket to ‘Resolved.’
Any DP communication should be via internal comments in the Jira ticket.
Do not use this SOP for Milestone approval status requests, follow the Milestone Approval Delays
Deal Processing Requests Turnaround Time
The Deal Processing team has a 2-business day turnaround for all approvals, cancellations, and extension requests.
Deal Processing Hours of Operation: Monday – Friday (9 am to 6 pm EST)
When the Deal Processing team receives requests for approvals, cancellations, and extensions, they have 2 full business days to process the request. If the agent receives questions from installers or homeowners regarding their request, check the job in Engine to see if it has been submitted.
Agents should NOT be reaching out to Deal Processing until the 3rd business day. Please allow DP 2 full business days for processing.
Any follow-up communication with DP should be done using internal notes. If DP has not responded within 2 full business days, be sure to check the job in Engine to see if the request has been completed. If not, on the third business day, the agent should use the ‘Waiting for Deal Processing’ status for all DP requests. DP will not be utilizing Slack to process Support requests.
If it has been less than 2 full business days reply:
Hello,
Thank you for contacting EverBright support. Your request has been received and is currently being processed. Please allow 2 business days for completion.
Thank you.
If the customer becomes upset on a call, please use the reply below and do a warm transfer to the supervisor queue:
I understand your concerns. I will try to connect you with a supervisor to further assist you. If there is no supervisor available, you will be prompted to leave a voicemail. With your permission, I will try to connect you now to a supervisor.
Thank you.