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Homeowner outreach to Stronger customers - delinquent payments

Homeowner outreach to Stronger customers - delinquent payments

Owned by Pablo.Estrada (Unlicensed)
Last updated: Sept 09, 2024 by Deanna Collia
10 min read

This SOP is for customers with delinquent payments only - calls should be attempted at a minimum of 4 days per week for a period of 45 days. Make an internal comment in the ticket each day an attempt was made.

INTERNAL ONLY- SCRIPT TO BE UPDATED WHEN AGREEMENT APPROVED. We are contracting with Stable Solar to assist in getting the system operational and access to monitoring. For delinquent customers we are reaching out to get them to sign an acknowledgement that we are operating in good faith outside of our fiduciary responsibility to coordinate a resolution of issues with their project installation.

Stable will attempt to troubleshoot and setup everything remotely. If they are unable to do this, they will schedule a site visit directly with the homeowner to go to the homes and remediate any issues and access monitoring. See below for pricing.

 

 

OBJECTIVE

Determine if the solar system is active and functional. EverBright is working with Stable Solar. Stable will troubleshoot non-functioning systems to help the homeowner reach PTO.

Take down any pertinent information provided by the homeowner during the call and record it in the EBH ticket. Assigned agents will update the Stronger spreadsheet tab labeled Support- Stable Outreach

https://nee-my.sharepoint.com/:x:/r/personal/ftl0f86_fpl_com/_layouts/15/Doc.aspx?sourcedoc=%7B21261E6A-1DC1-4485-9788-155DE992E88A%7D&file=Stronger%20Jobs_10.28.2022_Monitoring%20contacts.xlsx&action=default&mobileredirect=true

IF HOMEOWNER ASKS WHY THEY SHOULD PAY

We are going beyond our fiduciary responsibility to support the homeowner. EverBright is helping to coordinate the resolution of system issues caused by the installer and homeowners are expected to abide by the initial contract put forth.

Reporter: Homeowner’s email address

Labels: Stronger, PTO

Request Type: Billing and Payments

VOICEMAIL SCRIPT

Hello, this is [Agent Name] calling from EverBright. We are reaching out regarding the status of your solar system. Please give us a call at (877) 425-5201 Option 3 at your earliest convenience, again that’s (877) 425-5201 Option 3

CALL SCRIPT

  1. Hello, this is [Agent Name] calling from EverBright. Am I speaking with [Homeowner Name]?

  2. The homeowner confirms the name. Proceed with the call.  

  3. We are reaching out to confirm your system is active and producing power.

  4. IF YES - We are happy to hear that your system is operating normally. Has your system been set up for monitoring?

    1. IF YES - That’s great to hear. Proceed to step C

    2. IF NO/unsure - Proceed to step 5.

    3. I see your account is past due. I recommend making a payment today through MyEverbright.com. Has your MyEverbright account been set up?

      1. CAN PAY TODAY: Direct the customer to make payments directly through the MyEverbright Portal at https://myeverbright.com/login

        1. If the customer has not set up their MyEverbright account, log in to https://myeverbright.com/login and resend the invitation Register at MyEverBright: How to resend portal invitation

      2. UNABLE TO PAY TODAY: Provide the link for MyEverbright.com - resend the invite per the above instructions if needed

        1. So that I can update your account, what date and amount will you pay?

        2. If the homeowner refuses to pay: Please understand we are trying to help you. If you do not move forward with payment, you are beholden to the contract and subject to past-due account handling procedures. Would you like to proceed with a payment arrangement?

If the homeowner refuses to make a payment arrangement, notate on their account.

 

  1. IF NO OR UNSURE – Do you have 3-5 minutes to walk through some system checks with me?

Option 1 – Check Combiners

If the homeowner gives any indication that they do not feel comfortable with accessing the panel or any other steps in Option 1, DO NOT proceed. STOP and move on to Option 2

 

 

  1. Please locate and confirm that the Combiner is functioning. They are typically mounted on the wall next to the main service panel.

  2. Please open the combiner and check the lights on the combiner (see below).

Combiner

 

Lights on the combiner are green

  • The system is producing energy

  • Instruct the homeowner to check the breaker and make sure it is turned on

  • IF YES

    • Inform the customer:

  1. We are happy to hear that your system is operating normally. Has your system been set up for monitoring?

    1. IF YES - That’s great to hear. Proceed to step 2

    2. IF NO/unsure - I can forward your information to an installer, Stable Solar, who will reach out to troubleshoot your system further. Please note that you and the cosigner if applicable should receive a DocuSign acknowledgment within the next 24 to 48 hours to the emails listed on your account. Please have all required parties complete the form and return back to us. Once completed, a preferred installer will contact you to schedule a convenient time to conduct a system inspection.

    3. Proceed to step 2

  2. I see your account is past due. I recommend making a payment today through MyEverbright.com. Has your MyEverbright account been set up?

    1. CAN PAY TODAY: Direct the customer to make payments directly through the MyEverbright Portal at https://myeverbright.com/login

      1. If the customer has not set up their MyEverbright account, log in to https://myeverbright.com/login and resend the invitation Register at MyEverBright: How to resend portal invitation

    2. UNABLE TO PAY TODAY: Provide the link for MyEverbright.com - resend the invite per the above instructions if needed

      1. So that I can update your account, what date and amount will you pay?

      2. If the homeowner refuses to pay: Please understand we are trying to help you. If you do not move forward with payment, you are beholden to the contract and subject to past-due account handling procedures. Would you like to proceed with a payment arrangement?

  • IF NO

    • Instruct the customer to turn the breaker ON

There are no lights on the combiner and the breaker is ON

  • Inform the customer:

  • I can forward your information to an installer, Stable Solar, who will reach out to troubleshoot your system further. Please note that you and the cosigner if applicable should receive a DocuSign acknowledgment within the next 24 to 48 hours to the emails listed on your account. Please have all required parties complete the form and return back to us. Once completed, our preferred partner will contact you to schedule a convenient time to conduct a system inspection.

  • Enter information in the ticket

By the way. I see your account is past due. I recommend making a payment today through MyEverbright.com. Has your MyEverbright account been set up?

  1. CAN PAY TODAY: Direct the customer to make payments directly through the MyEverbright Portal at https://myeverbright.com/login

    1. If the customer has not set up their MyEverbright account, log in to https://myeverbright.com/login and resend the invitation Register at MyEverBright: How to resend portal invitation

  2. UNABLE TO PAY TODAY: Provide the link for MyEverbright.com - resend the invite per the above instructions if needed

    1. So that I can update your account, what date and amount will you pay?

    2. If the homeowner refuses to pay: Please understand we are trying to help you. If you do not move forward with payment, you are beholden to the contract and subject to past-due account handling procedures. Would you like to proceed with a payment arrangement?

 

Lights on the combiner are red

  • This indicates that something is not working correctly

    • Inform the customer:

  • I can forward your information to an installer, Stable Solar, who will reach out to troubleshoot your system further. Please note that you and the cosigner if applicable should receive a DocuSign acknowledgment within the next 24 to 48 hours to the emails listed on your account. Please have all required parties complete the form and return back to us. Once completed, a preferred installer will contact you to schedule a convenient time to conduct a system inspection.

  • Enter information in the ticket

By the way. I see your account is past due. I recommend making a payment today through MyEverbright.com. Has your MyEverbright account been set up?

  1. CAN PAY TODAY: Direct the customer to make payments directly through the MyEverbright Portal at https://myeverbright.com/login

    1. If the customer has not set up their MyEverbright account, log in to https://myeverbright.com/login and resend the invitation Register at MyEverBright: How to resend portal invitation

  2. UNABLE TO PAY TODAY: Provide the link for MyEverbright.com - resend the invite per the above instructions if needed

    1. So that I can update your account, what date and amount will you pay?

    2. If the homeowner refuses to pay: Please understand we are trying to help you. If you do not move forward with payment, you are beholden to the contract and subject to past-due account handling procedures. Would you like to proceed with a payment arrangement?

After the Call

Create a new ticket in Jira in Homeowner Support (EBH) with the following fields:

Ticket Naming Convention: HO Outreach Stronger - Org Name - Homeowner Name + Co-applicant name (If needed).

Description: Job Address

Reporter: Homeowner

Labels: Stronger, PTO

Request Type: Billing and Payments

Reply to the customer as follows:

  • If no issues:

“Hello [Customer Name],

We are happy to hear that your system is operating normally. We noted this in your account. Thank you for being a valued customer. Feel free to reach out to us should you have any questions or concerns.

Regards,

[Agent Name]”

  • If Issues:

“Hello [Customer Name],

Thanks for taking the time to discuss your solar system with me. Once the DocuSign acknowledgment has been completed, we will inform an installer, Stable Solar, who will contact you to continue troubleshooting. We appreciate your patience while we coordinate efforts to assist in reaching system activation.

Regards,

[Agent Name]”

Ticket Status:

  • If no issues were found → Close the ticket as “Other”

  • If issues were found → keep the ticket open and follow up with the homeowner after 7 days. Inquire if they have received a call from an installer to schedule a visit date.

If Yes (After 7 Days)→ Reply to the customer:

“Hello [Customer Name],

Thank you for confirming your scheduled visit date with an installer. Please feel free to reach out to us should you have any questions or concerns.”

Regards,

[Agent Name]”

Then Close the Ticket

 

If No (After 7 Days) → Reply to the customer:

“Hello [Customer Name],

We can help with communication with an installer who will review and make updates. A an installer will come out to inspect your system as soon as possible. We have notated this on your account and appreciate your patience on this matter. At this time we will be closing the ticket. If you have any questions, feel free to reach out.

Regards,

[Agent Name]”

Then Close the Ticket

Option 2 – Check Utility Bill

Are you receiving credits for energy produced? - (This may vary by utility). Instruct the customer to check their most recent utility bill. If they find solar credits on their utility bill, their system is active and producing energy. If they are unsure where the credit is located on the bill, they can check with their utility company for more information.

IF YES – Great to hear that our system is active and producing energy. I recommend making a payment today through MyEverbright.com. Has your MyEverbright account been set up?

  1. CAN PAY TODAY: Direct the customer to make payments directly through the MyEverbright Portal at https://myeverbright.com/login

    1. If the customer has not set up their MyEverbright account, log in to https://myeverbright.com/login and resend the invitation Register at MyEverBright: How to resend portal invitation

  2. UNABLE TO PAY TODAY: Provide the link for MyEverbright.com - resend the invite per the above instructions if needed

    1. So that I can update your account, what date and amount will you pay?

    2. If the homeowner refuses to pay: Please understand we are trying to help you. If you do not move forward with payment, you are beholden to the contract and subject to past-due account handling procedures. Would you like to proceed with a payment arrangement?

Enter information in the ticket

EMAIL

In the event that you are unable to reach out to the homeowner by phone, create an EBH ticket and email the customer immediately.

Reporter: Homeowner’s email address

Labels: Stronger, PTO

Request Type: Billing and Payments

Email Response

Hello [Homeowner Name],

We are reaching out to verify your solar system is active and producing energy.

There are a few ways for you to check on your own. Please follow the instructions below to confirm that your system is working correctly.

If you are not experiencing any issues with your system- that’s great! If you are experiencing issues with your system, our team is available to further assist you via phone.

In either case, we want to remind you that past-due payments are required to prevent future late fees and/ or credit reporting. Please log in to MyEverbright.com to schedule your payment. If you are unable to log in, reply to this email and we will resend the invitation.

Feel free to reach out to us should you have any questions or concerns at (877) 425-5201 and select option 3 at your earliest convenience.

Regards,

[Agent Name]

 

Option 1 - Check the Combiner

Locate the combiner. They are typically mounted on the wall next to the main service panel. Open the combiner and check for green lights. Note that not all systems will have the exact setup as indicated in the pictures:

Combiner

If the lights are green, the system is producing energy. Check if the breaker is on. If not, then proceed with turning ON the breaker.

If there are no lights on the combiner even after confirming the breaker is ON or if the lights are ON but are red, please respond to this email and we will have a an installer come out to inspect your system as soon as possible. 

Option 2 - Check Utility Bill

Check your most recent utility bill. If you find solar credits on your utility bill, your system is active and producing energy. Check with your local utility company if you are unsure where the credit is located on the bill.