Collections Jeopardy

Sunnova Basics

100

Sunnova partners with this many dealers.

260

200

This is the customer profile we speak to the most.

Price conscious

300

What are the 4 things that the dealer needs to check before installing the system. 

Shading, azimuth and tilt, sizing of system, available space

400

These are Sunnova's 3 exclusive dealers and the areas they serve. 

Infinity (TX and CA)

Trinity (Northeast USA)

Windmar (PR and part of FL)

500

What are the 4 steps of the customer lifecycle.

Leads, quoting, installation and in-service

Account Page

100

All call history after November 9, 2023 will be located here.

Talkdesk activity

200

In this section you will find the customers added payment methods.

ACH payment methods

300

You will send emails from here.

Activity history

400

You will send this if you are requesting to pull a call.

Call Object Identifier

500

In this section you will find the Sunnova Account ID

Customer Account Detail

System Page

100

This is where you will find the customers asset portfolio.

Asset portfolio details

200

This will tell you if this is a SEH account or SNH account.

Lead source

300

This section will provide you with the payoff amount for a loan.

Loan details

400

This section will show you IRT requests for ACH discounts. 

Billing: Recurring invoice adjustments

500

In this section you will find a customers guaranteed production for year 2.

Annual attributes

Deeper Navigation

100

All communication will be found here.

Account page

200

This is the name of the related case you will look for when confirming the date of an online validation.

Contract Validation Call Day 1 Call 1

300

You will find the customers Collections status here

Billing

400

You will apply late fee credits here.

Service period charges

500

This section will show you if there was a change to the billing contact. 

System History

Quality Assurance

100

T/F: If a customer is making a one time payment and enrolling in autopay, you are only required to read the "one-time payment disclosure."

False

200

In June how many hours ahead of us is Puerto Rico?

1 hour

300

How many warnings must you give an extremely hostile customer before you can announce you are disconnecting the call?

2

400

"Hi this is a very important call for XXXXXX, please return my call at 866-786-6682. Thank you" is the voicemail you leave for which calls?

Skip trace calls for likely relatives

500

Doing this will result in an automatic zero from QA.

Hanging up on the customer