How to handle concerns from homeowners about their system installation Pre- PTO

Background:

The purpose of this SOP is to provide homeowner support agents with an overview of how to handle concerns from homeowners about their system installation. Take down any pertinent information provided by the homeowner during the call and record it in the EBH ticket as an internal comment. This SOP is for the purpose of handling homeowner concerns Pre-PTO (Inquiry/Concerns, Compliance, Cancellations, and Fraud).

Inbound Calls

Answer Incoming Call: “Hello - Thank you for calling EverBright. This is [Agent’s First Name], can I please have the first and last name and property address as listed on the account?

Locate the customer information from the PowerBI Homeowner Dashboard Power BI.

Dashboard References: “Homeowner Dashboard” in PowerBI

• HO First name / Last name

• Property address

• Installer name

• Installer email address

• Project Status: Active Milestone

“Thank you, I have your account pulled up. Are the email and phone number listed on your account still the best method to reach out to you?

IF NO, then notate on the ticket.

IF YES, then “How can I assist you today?”

The caller will provide you with the issues/concerns encountered.

IF CALL WAS RESOLVED, then “Thank you for calling EverBright. I will go and close out this ticket. Have a wonderful day.“

IF WELCOME CALL NEEDED, then follow Conducting Welcome Calls - SOP

IF INSTALLER NEEDS TO BE NOTIFIED, then “Thank you, we have notated your concerns on your account and will communicate with the installer. We will advise you once we hear back from the installer. We hope that you have a great rest of your day”.

IF FRAUD OR COMPLIANCE ISSUE, then “Thank you, we have notated your concerns and will get back to you shortly”. Escalating Complaints

IF CANCELLATION, then follow EB Homeowner Wants to Cancel their Contract - SOP OR Concert Cancellations

EBH Ticket Handling

Homeowner Ticket

Summary: Homeowner Concern – [Homeowner Name] - [Installer Name]

Description: Homeowner Name and Job Address – and summary of their concern

Request Type: Select from:

• Damage – customer has damage to the home or property that needs immediate attention from the installer

• Equipment – cases where incorrect equipment is/was installed or is missing

• Fraud – pre-compliance investigations

• PTO Delay – General PTO cases where we are waiting on a utility or PTO letter

• Unresponsive Installer – An attempt to contact the installer about an general complaint has been unsuccessful 

• Complaint - Other general complaints

Reporter: The homeowner’s Email address

Organization: installer name

Internal Comment: Homeowner’s Phone number and Email address (inbound calls only)

Reply to Customer:

Hello [Customer Name],

We have notated your concerns and we will be contacting your installer. I will follow up with you once I have connected with your installer.

Regards,

[Agent’s Name]

Installer Ticket

Create a linked EBH ticket from the HO ticket.

Summary: Homeowner Concern – [Homeowner Name] - [Installer Name]

Description: Homeowner Name and Job Address – and summary of their concern

Request Type: Select from:

• Damage – customer has damage to the home or property that needs immediate attention from the installer

• Equipment – cases where incorrect equipment is/was installed or is missing

• Fraud – pre-compliance investigations

• PTO Delay – General PTO cases where we are waiting on a utility or PTO letter

• Unresponsive Installer – An attempt to contact the installer about an general complaint has been unsuccessful 

• Complaint - Other general complaints

Reporter:

• If EverBright: Homeowner Escalation email address (refer to the salesforce report above for this information)

• If Concert: Installer sales rep from the PowerBi dashboard

Request Participant:

• General Inquiries/Concerns

  • For EverBright add the EB Account Manager as a watcher

  • For Concert: Installer’s Compliance Point of Contacts Concert Compliance Contacts.

• For “Fraud” and “Compliance” Request Types, follow Escalating Complaints SOP

  • Add Risk Team for EverBright jobs

  • Add risk@greentechrenewables.com for Concert Jobs + EB Risk Team.

Organization: Installer Name

Support Channel: Email, Phone, Chat (Select as Applicable).

Reply to Installer:

Hello,

[Homeowner Name + for Job Address [Enter Job Address (Job Link for EB customers)] has reached out to us with the following issue: [Enter Issue Type + Provide a brief description of the homeowner’s complaint + HO Contact Information]. We kindly request that you contact the customer and provide us with a determination within 2 business days.

Regards,

[Agent’s Name]

If the Installer is Unresponsive

• Follow up with the Installer. Notate your attempt as an internal comment. Example: 2/2 attempt.

Reply to the installer:

Hello,

We just wanted to follow up on this issue. Please reply to this email to confirm receipt.

Regards,

[Agent’s Name]

For EverBright customers

• After 2 business days, reach out to the homeowner to see if the installer has contacted them.

• If the installer made contact and the homeowner is satisfied, thank the homeowner and close both tickets.

• Only after the homeowner confirms that they have not heard from the installer, tag the account manager in an internal comment in the ticket and escalate the issue per this SOP.

• If the account manager has not sent an update within 2 days, escalate the issue to the regional manager per this SOP.

For Concert Customers

• Add the Concert Compliance Contact as a request participant.

Before closing the homeowner ticket

Reply to homeowner:

Hello [Homeowner Name],

Your installer informed us they will (enter the installer’s plan here). If you do not hear from your installer by [Ticket Created Date + 10 days = “MM/DD/YYYY”], please reach out to us again so we can help facilitate the final resolution.  In the meantime, I will close this ticket. 

Regards,

[Agent’s Name]

1. Close both Tickets

How to close tickets

You may close both tickets once the installer has replied with a confirmation receipt.