Phone Calls

The goal of the call is to determine if the solar system is activated and functional. Take down any pertinent information provided by the homeowner during the call and record it in the EBH ticket.

Reporter: Homeowner

Labels: Stronger, PTO

Request Type: Billing and Payments

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

Homeowner confirms name. Proceed with the call.  

We are reaching out regarding your solar system installation. Our records indicate that your account is past due. Are you having any issues with the operation of your solar system?

IF NO - “We are happy to hear that your system is operating normally. To prevent adverse action on your account, please pay past due payments and bring the account current as soon as possible. Since no issues have been reported with your system, I will go ahead and conclude this call and notate your account. Enjoy the rest of your day.”  

IF YES or unsure – “Do you have a couple minutes to walk through some system checks with us?”

Option 1 – Check Combiners

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

Have them open the combiner and check the lights on the combiner (see below).

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:

“Thank you for confirming the system is active and functioning properly. To prevent adverse action on your account, please pay past due payments and bring the account current as soon as possible. I will go ahead and conclude this call and notate your account. Enjoy the rest of your day.”  

• 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:

“We will be sending out a partner to inspect the system, but in the meantime, please make any past due payments and bring your account current as soon as possible in order to avoid any adverse action on your account.”

Lights on the combiner are red

• This indicates that something is not working correctly

  • Inform the customer:

“We will have a partner come out to inspect your system as soon as possible.  We can help with communication with our partner who will review and make updates.  We apologize there are issues with the system, but as a reminder, you are still required to make any past due payments and bring your account current in order to avoid any adverse action on your account.”

Option 2 – Check Utility Bill

Are they getting any 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 local utility company for more information.

IF YES – “Your system is active and producing energy. Please bring your account current as soon as possible in order to avoid any adverse action on your account. I will go ahead and conclude this call and notate your account. Enjoy the rest of your day.”

IF NO- “We will be sending out a partner to inspect the system, but in the meantime, please make any past due payments and bring your account current as soon as possible in order to avoid any adverse action on your account.”

Emails

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

Reporter: Homeowner’s email address

Labels: Stronger, PTO

Request Type: Billing and Payments

Email Response

Hello [Homeowner Name],

We have made several attempts to reach you by phone regarding your solar system activation. Our records indicate that your account is past due, and we want to ensure that the system is fully installed and operational.

There are a few ways you are able to check your solar system. 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 activation, we apologize and will assist you in communication with our partner who will work with you to get the system activated.

In either case, we want to provide you with a reminder that you are required to make any past due payments and bring your account current in order to avoid any adverse action on your account.

Feel free to reach out to us should you have any questions or concerns.

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:

If lights are green, system is producing energy. Check if 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 partner 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.