Spanish Speaking Homeowner Support SOP
- Deanna Collia
Background: We are able to accept homeowner support calls in Spanish for account related questions or assistance with their solar system maintenance. If a customer calls in and needs to speak with a Spanish speaking representative, the CS agent will place them on hold and transfer the call to a team member designated to take Spanish calls.
It is the responsibility of the Spanish speaking CS agent to make initial contact with the homeowner, determine where their call will be directed, and transfer the call.
Account Servicing
Hours of Operation: | Monday - Friday 7:00 a.m. to 7:00 p.m. CST |
Phone Number: | 1-833-353-0583 |
Email Address: | clientservices@launchservicing.com (Don’t share with customers) |
Omnidian
Hours of Operation: | 10am - 8pm EST (Monday - Friday) |
Phone Number: | 855-685-1067 |
Email Address: |
During hours of operation (Account Servicing)
Follow normal process for https://goeverbright.atlassian.net/wiki/x/GgFPvg .
During hours of operation (Omnidian)
The CS agent will receive the customer call and transfer them to the appropriate destination https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2782756880 . The CS agent will remain on the line until the customer has successfully been connected to a Spanish speaking representative.
Once the representative picks up, introduce yourself and tell the agent that you have a Spanish speaking customer on the line and ask to be transferred to a Spanish speaking agent.
“Hello this is [agent’s name] with Everbright. I have [customer name] on the line who needs assistance with their system. May we please be connected with a Spanish speaking representative?“
After Hours and Weekends
If the call is received outside of either Account Services or Omnidian hours of operation, the CS agent will create a ticket in JIRA
Gather the following information:
o Homeowner’s Full Name
o System address
o Brief Description of the problem
o Email address and phone number
Change request participant to clientservices@launchservicing.com for account services or support@omnidian.com for Omnidian
Select “reply to customer” and include all homeowner information
Change the reporter to the homeowner’s email address
Request confirmation that contact has been successfully made and a status update once a resolution is made:
“[Customer name], copied on this email, contacted Everbright for assistance with [description of the problem]. Please have a Spanish speaking representative contact them at [homeowner phone number] to assist them.
Once a resolution is reached, please respond to this email with a brief description of the outcome.”
The ticket can only be closed if there is confirmation that contact from the third party was successful and the process is complete.