Transferring calls to Account Servicing

Background:

A contract holder, homeowner, or an authorized person on behalf of the contract holder may contact support through a phone call, chat, or email that may require for the support agent to refer/transfer to Account Servicing.

1 Process Overview
2 Account Servicing Inquiries
3 How to verify if M3 has been approved

Process Overview

Step	Action

Step	Action
1	Authenticate the customer and gather the following information: Name Type of customer (contract holder/homeowner/authorized person or installer/sales rep) Property address Reason of call Review and follow the available SOPs for Account Servicing Inquiries to address the customer's concern: Account Servicing Inquiries Was the customer’s concern resolved? If yes, enter disposition notations with billing disposition notations and Stop If no, proceed to Step 2 to determine if customer should be referred to Account Servicing for further assistance
2	Using the following table, has M3 been approved? How to verify if M3 has been approved
	IF:	THEN:
	M3 has been approved	Proceed to Step 3
	M3 has NOT been approved	DO NOT refer customer to Account Servicing and follow available SOPs for Account Servicing Inquiries resolution: 1 Account Servicing Inquiries
3	IF:	THEN:
	Customer is installer or sales rep	The Account Servicing phone number can be provided but reiterate that the call should come from the homeowner or an authorized person on the contract only. Proceed to Step 5
	Customer is contract holder/ homeowner/authorized person on behalf of the contract holder	Proceed to Step 4
4	Is Account Servicing available (Weekdays 5:00AM to 5:00PM PST)? If yes, WARM TRANSFER to Account Servicing with contract holder/homeowner/authorized person’s name, property address, and reason for call After 3 minutes of no answer, you may cold transfer the call (English or Spanish) to AS ONLY if: The customer is comfortable with the cold transfer as they will have to be reauthorized and restate their question/concern. You have confirmed it is a question/concern that only AS can answer. It is an authorized customer on the account, if not, AS cannot help them. Reminder: Spanish-speaking customers needing assistance from Account Servicing require translation from the EverBright agent. If assisting with payment over the phone, DO NOT take payment information beforehand AND only translate said information as the homeowner provides it. Related SOPs: Transferring a Call in CXone Enter disposition notations with billing disposition notations and Stop
4	If no, proceed to Step 5
5	Provide customer with Account Servicing phone number and hours of operation: Account Servicing and Billing: 1-877-425-5201 Weekdays 5:00 AM – 5:00 PM PST. Enter disposition notations with billing disposition notations and Stop.

Account Servicing Inquiries

How to verify if M3 has been approved

Step	Action

Step	Action
1	Determine the type of homeowner/contract using PowerBi Homeowner Dashboard Power BIusing any of the following fields: EB (EverBright) Homeowner: Name, Phone#, H.O. Email, Sales Rep Email, Address, Contract ID Beam/Concert Homeowner: Name, Email, Address, Beam Customer Phone#, Beam Contract ID Proceed to Step 2
2	If EB (EverBright) Homeowner, proceed to Step 3 If BEAM/Concert Homeowner, proceed to Step 4
3	EB (EverBright) Homeowner Click on job link (Operations URL) located by scrolling right to the last column of the table:
	You will be redirected to the Engine Platform EverBright to the Operation Tab: Note: If you receive a blue box to the top right corner that “That workflow is not available” or as pictured below, be sure you are properly logged into Engine with the correct access selected. The following SOP is available: Engine and Onboard Access
	Verify M3-System Activation
	M3-System Activation: (Approved) Example:	Not M3-System Activation: (Not started, Tasks In Progress) Example 1: Example 2:
4	BEAM/Concert Homeowner Review “Beam Subtask Inservicedate” and “Beam Current Status” fields
	Verify M3-System Activation
	M3-System Activation: Beam Subtask Inservicedate is prior to today And Beam Current Stage is “Completed”		Not M3-System Activation: Beam Subtask Inservicedate is NOT prior to today Beam Current Stage is NOT “Completed”