How to Handle Payment Deferment Calls

Homeowners may experience hardship on which they may ask for payment deferment.

Payment deferment inquiries that fall under the categories below will require approval from Customer Support Manager.

Please notate all permanent information and reason for deferment from the homeowner and reply to the customer:

Thank you for the information. We have notated your concerns and will review them accordingly. We will contact you as soon as possible.

Summary: Homeowner Concern – [Homeowner Name]

Description: Homeowner Name and Job Address – and summary of their concern

Request Type: Billing and Payments

Reporter: The homeowner’s Email address

Organization: installer name

Internal Comment: Homeowner’s Phone number and Email address + Permanent information and reason for deferment.

Reply to Customer:

Hello [Customer Name],

We have notated your concerns and request for payment deferment. We will review the information provided and will contact you as soon as possible.

Regards,

[Agent’s Name]

Inform directly to the Customer Support Manager via slack for approval. Provide the ticket number and Engine UUID for the job. Do not share across channels.
Reply back to the homeowner with the manager’s review.
Close ticket.