How to Re-assign PTO Related Tickets

Owned by Jessica Hauger (Unlicensed)
Last updated: Feb 29, 2024 by Tiffany Harper (Unlicensed)
3 min read

 

How to Identify if the issue is a PTO related issue

Language used:

  • “system is inactive”

  • “double billed” or “paying both my utility bill and my solar system bill”

  • “not paying until system is active” or “will not pay because system is inactive”

  • “inspection” or “needs inspection” or “hasn’t been inspected”

 

How to Handle - If the PTO related concern comes in via a ticket in the EBH or SS queue

  1. Assign the ticket to one of the agents below (depending on who’s online - see the schedule in Customer Support Bulletinarchived) and tag them in an internal comment and let them know you are assigning the ticket to them.

    1. Fernanda Polanco

    2. Nehemiah Franco

    3. Jerryson Cesar

    4. Erlens Louis

    5. Connor Ward

 

How To Handle - Homeowner Calls or Chats in about PTO related issue

If you receive a phone call on the homeowner lines from a homeowner who has a PTO related concern (see list above to identify language used in PTO concerns):

  1. Gather the homeowners information (name, address, and installer) and pull up the job in engine.

  2. Ask the homeowner if the system has been inspected yet.

  3. Take note of any other pertinent details provided by the homeowner such as:

    • They have been trying to contact their installer and can’t get in touch with them

    • The inspection hasn’t been scheduled or is pending

    • They failed inspection from a municipality and need have changes to the system

    • The installer has not submitted the request for PTO with the utility

  4. Check to see when M2 was approved in engine. Identify if the M2 approval date is less than 60 days from the current date or more than 60 days from the current date.

    1. If less than 60 days, inform the customer that they will not be billed until 60 days after their installation date (installation date = M2 approval date).  Let the customer know we will be reaching out to their installer to instruct them to provide an update on the current status of their PTO letter acquisition from the utility.

      1. Example Response: "I see your system was fully installed in [month of install]. Your first payment will not be due until 60 days after [month of install]."

    2. If more than 60 days, inform the customer that unfortunately we cannot halt the billing process but we will reach out their installer on their behalf to see if there is a way to expedite the process.

      1. Example Response: "I see your system is currently awaiting the permission to operate (or PTO) letter from the utility. This letter is required in order to activate your system without incurring fines from your utility. Your installer, [insert installer name here], is responsible for submitting the PTO letter application with your utility. I will reach out to them on your behalf and instruct them to contact you with an update on the current status of the PTO letter acquisition and the next steps for your project."

    3. Example response if a homeowner is still requesting information about double billing: “We will escalate this issue directly to your installer and request they take the necessary steps to expedite the process, so that we can get this resolved as soon as possible.”

  5. IF THE CONCERN CAME THROUGH A PHONE CALL: Create a ticket in Jira.

    1. Create a ticket via the “Create” button.

    2. Use “PTO Support (PTO)” as the project option in the ticket creation menu.

    3. Use the format listed below for the title of the ticket:

      1. “Homeowner Concern Received - [Insert Homeowner Name] - [Insert Installer Name]”

    4. Create the ticket.

    5. In an internal comment, state the homeowners name, address, installer name, and provide the URL link to the job in engine.

    6. Assign the ticket to one of the agents below (depending on who’s online - see the schedule in Customer Support Bulletinarchived) and tag them in an internal comment and let them know you are assigning the ticket to them.

      1. Daniel Jean-Louis

      2. Nehemiah Franco

      3. Jerryson Cesar

      4. Frank Briceno

  1. IF THE CONCERN CAME THROUGH A CHAT:

    1. Copy/Paste the chat transcript from chat ticket into an internal comment.

    2. Use the format listed below to change the title of the title of the ticket:

      1. “Homeowner Concern Received - [Insert Homeowner Name] - [Insert Installer Name]

    3. In an internal comment, state the homeowners name, address, installer name, and provide the URL link to the job in engine.

    4. Assign the ticket to one of the agents below (depending on who’s online - see the schedule in Customer Support Bulletinarchived) and tag them in an internal comment and let them know you are assigning the ticket to them.

      1. Daniel Jean-Louis

      2. Nehemiah Franco

      3. Jerryson Cesar

      4. Frank Briceno