Transferring calls to Account Servicing

1

• Authenticate the customer and gather the following information:

1. Name

2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

3. Property address

4. Reason of call

Review and follow the available SOPs for Account Servicing Inquiries to address the customer's concern: Account Servicing Inquiries

• Was the customer’s concern resolved?

  • If yes, enter disposition notations with billing disposition notations and Stop

  • If no, proceed to Step 2 to determine if customer should be referred to Account Servicing for further assistance

2

Using the following table, has M3 been approved? How to verify if M3 has been approved

IF:

THEN:

• M3 has been approved

• Proceed to Step 3

• M3 has NOT been approved

• DO NOT refer customer to Account Servicing and follow available SOPs for Account Servicing Inquiries resolution:

3

IF:

THEN:

• Customer is installer or sales rep

• The Account Servicing phone number can be provided but reiterate that the call should come from the homeowner or an authorized person on the contract only.

• Proceed to Step 5

• Customer is contract holder/ homeowner/authorized person on behalf of the contract holder

• Proceed to Step 4

4

• Is Account Servicing available (Weekdays 5:00AM to 5:00PM PST)?

1. If yes, /wiki/spaces/SS/pages/2782756880to Account Servicing with contract holder/homeowner/authorized person’s name, property address, and reason for call

   1. After 3 minutes of no answer, you may cold transfer the call to AS ONLY if:

      1. The customer is comfortable with the cold transfer as they will have to be reauthorized and restate their question/concern.

      2. You have confirmed it is a question/concern that only AS can answer.

      3. It is an authorized customer on the account, if not, AS cannot help them.

Related SOPs: /wiki/spaces/SS/pages/2782756880

2. Enter disposition notations with billing disposition notations and Stop

• If no, proceed to Step 5

5

1. Provide customer with Account Servicing phone number and hours of operation:

Account Servicing and Billing: 1-877-425-5201 Weekdays 5:00 AM – 5:00 PM PST.

2. Enter disposition notations with billing disposition notations and Stop.

• Account Registration [Account Servicing Portal]

• Update Username [Account Servicing Portal]

• Change User Password [Account Servicing Portal]

• Update Email Address [Account Servicing Portal]

• Update Contact Information Request [MyEverBright and Account Servicing Portal]

• Pay Bill with Check (Phone, Portal, Mail) [Account Servicing Portal]

• Payment Arrangement – Change Due Date [Account Servicing Portal]

• View Billing Statements [Account Servicing Portal]

• Register for ACH [Account Servicing Portal]

• Opt out of ACH [Account Servicing Portal]

• Account Servicing Codes

• Returned Checks

• Adding an authorized person to an account [Accounting Servicing]

1

Determine the type of homeowner/contract using PowerBi Homeowner Dashboard https://app.powerbi.com/groups/me/apps/65d8b4c0-228f-4fdd-827a-e716510e016e/reports/e21ad18e-c3e5-4114-9b62-5d9a98b2c367?ctid=a1681294-4857-4624-8d04-edaddb44ee26&experience=power-biusing any of the following fields:

• EB (EverBright) Homeowner: Name, Phone#, H.O. Email, Sales Rep Email, Address, Contract ID

• Beam/Concert Homeowner: Name, Email, Address, Beam Customer Phone#, Beam Contract ID

Proceed to Step 2

2

• If EB (EverBright) Homeowner, proceed to Step 3

• If BEAM/Concert Homeowner, proceed to Step 4

3

EB (EverBright) Homeowner

1. Click on job link (Operations URL) located by scrolling right to the last column of the table:

2. You will be redirected to the Engine Platform https://engine.goeverbright.com/ops/eccecbcb-fcc4-4869-8a53-934970ef33b3 to the Operation Tab:

Note: If you receive a blue box to the top right corner that “That workflow is not available” or as pictured below, be sure you are properly logged into Engine with the correct access selected. The following SOP is available: Engine and Onboard Access

3. Verify M3-System Activation

M3-System Activation:

(Approved)

Example:

Not M3-System Activation:

(Not started, Tasks In Progress)

Example 1:

Example 2:

4

BEAM/Concert Homeowner

1. Review “Beam Subtask Inservicedate” and “Beam Current Status” fields

2. Verify M3-System Activation

M3-System Activation:

• Beam Subtask Inservicedate is prior to today

  

• And Beam Current Stage is “Completed”

  

Not M3-System Activation:

• Beam Subtask Inservicedate is NOT prior to today

• Beam Current Stage is NOT “Completed”