How and when to transfer calls to Account Servicing

1

• Authenticate the customer and gather the following information:

1. Name

2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

3. Property address

4. Reason of call

• Review Account Servicing Inquiries to determine if the customer should be referred to Account Servicing:

  • If yes, proceed to Step 2

  • If no, follow applicable process

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 applicable process

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, COLD TRANSFER to Account Servicing by Transferring a Call in CXone

    • Enter disposition notations with billing disposition notations and Stop

  • If no, proceed to Step 5

5

1. Provide customer with Account Servicing phone number and hours of operation:

Account Servicing and Billing: 1-833-353-0583 Weekdays 5:00 AM – 5:00 PM PST.

2. Enter disposition notations with billing disposition notations and Stop.

• Account Registration

• Update Username

• Change User Password

• Update Email Address

• Update Contact Information Request

• Pay Bill with Check (Phone, Portal, Mail)

• Payment Arrangement – Change Due Date

• View Billing Statements

• Register for ACH

• Opt out of ACH

• Returned Checks

• Adding an authorized person to an account

1

Determine the type of homeowner/contract using PowerBi Homeowner Dashboard using 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

1. Click on job link (Operations URL) located by scrolling right to the last column of the table:

2. You will be redirected to the Engine Platform https://engine.goeverbright.com/ops/eccecbcb-fcc4-4869-8a53-934970ef33b3 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

3. 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

1. Review “Beam Subtask Inservicedate” and “Beam Current Status” fields

2. 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”