Costco
What are the 2 programs that we have run with Costco?
Dept 45 and Dept 44
What is the first thing you should check for in Salesforce before attempting to activate a customer’s solar system?
Check if they have PTO. Then check the equipment that was installed onto their property.
For system troubleshooting, what is one thing to keep in mind?
Ask if the customer is home to do so.
Before we create a Performance Case, what do we need to check for?
Look for any “non-closed” cases or if we see the same behavior the customer is saying.
If a customer’s roof penetration warranty has expired, what would you do and say?
Empathize and advise the customer to hire a roofer to address the issue at their own expense.
Why do you think we don’t offer the customers who have the Dept 45 to receive Referral Rewards?
This is because they get the 10% Costco Cash Card which is significantly more than what they might receive through referrals.
What is the first step in activating a customer’s system?
Have them walk out to their solar breaker box (often it’s in the basement) and have them flip those on.
What do you use to troubleshoot the customer’s system and then eventually power cycle?
The Equipment Guide
Why is it important to use the proper performance templates?
There will be a delay in getting to those cases and the customer will be even more escalated. Also, no place to put the proper information.
What must we remember in terms of soft skills when a customer calls in with a roof leak?
Empathy
In which section of Salesforce you can find this "Purchased Thru"?
It is in Details of the SC Page
When should you instruct a customer to turn on their Brightbox if they have one?
1st.
Why must we look at photos of the property?
So we can be a helpful guide to our customers and to see what specific manufacturer they have if it’s not clear in the Assets section.
Who do we reach out to if we have questions about Final Findings because the notes don’t answer some of the customer’s questions?
We call O&M Scheduling or the Case Owner (Performance Case Manager) and if there is no answer in 5 min. we can task O&M scheduling or the Case Owner.
What should be the path to follow if a Customer Calls to Follow Up on a Damage Claim Form and there is no case created and it has been two business days since the customer submitted the form?
Transfer to IB Damage Resolutions
What bundle do Costco customers not get or are not eligible but other Cash/Customer-owned customers are entitled to?
It is under “Entitled” to Protection Plus. Can be found in the “Entitlements” related quick links.
Will customer’s photos always be attached?
Usually not if a partner installed the system.
What does the Assets section tell us and what must you remember to do?
What inverters/equipment is active on the property? Look for and put the active ones in order. Stay away from inactive.
If you don’t know what a Final Finding means, where can you look that up?
KART has a doc attached to reference called FS Interpreting Technician Findings… for ex. What is an “RMA”.
If a Customer Calls to Provide Photos of the reported damage and there is no open case, how would you proceed?
Follow the Home Damage Intake process
Where can you check the calculated amount of the costco cash card?
It is on a document known as the Costco “Special Purchase Order” (SPO). This document can be located and viewed via the general documents section of the proposal page or just at the bottom of the Details page on the Service Contract.
Where will customers’ system’s photos be attached in Salesforce?
n the Attached Photos section of the Details page.
If the equipment has not communicated any production for three or more days, or the inverter is displaying an error code and the customer is not home, what are you going to do?
Inform them they must be at home in order to troubleshoot their system.
Who do we reach out to if we find a Performance Case in the PDT queue?
If work order started, reach out to O&M, if work order not started, reach out to the IB Tier 3 Dispatching team.
If a Customer Calls to Provide Photos of the reported damage and there is an open case, how would you proceed?
Attach the photos to the case and document the information provided by the customer. Task the Case Owner for follow-up