In this section, we will cover the miscellaneous task that you will be asked to complete. These tasks involve interacting with others in the company, meeting requests of homeowners and how to handle financing. If you ever have any questions feel free to get with your training manager.
Following up on repairs
When you are a large company and do a lot of volume you will have errors. It is just the nature of the business. Even though we do take every precaution beforehand to prevent these mistakes they do still happen and when they do our production team goes above and beyond to correct these issues. We do not collect money from an unhappy customer until the issue is resolved. You will work with production for the branch associated with the project to find out if the needed repairs are complete so the homeowners can be billed for them. Often a concession is made to the homeowner for the damages caused or for the inconvenience. This dollar amount will be negotiated by the production head of that branch and then you will be notified through acculynx about the dollar amount. Below you will see a video showing you how every change and concession should be made. Keep in mind sometimes we don't hear of any issues until it comes time to pay that bill. We never want to assume that the homeowner is lying. It is only your job to inform production. Once all steps to make the homeowner happy have been taken and they refuse to pay still the file will need to be passed on to a billing manager of the corporate office who will then decide how to proceed. Take a minute to watch the video below that will show you how to add these concessions to the CWS.
Doing detailed invoices
Sometimes customers just can't exactly understand what an invoice means in relation to their insurance summary report and we have to build a detailed invoice that goes with the summary line by line breaking down where each dollar is going. In the video below you will see exactly how this is done.
Sending checks back
Sending Checks back to the homeowners usually happens for several reasons. Reason one They sent them in without signing, they sent them in without the mortgage company signing off on it, It does not have our name on it, or the insurance company sent it to our office instead of the customer. Whatever the reason may be we have to send the check back to them. So, the first step is to call the customer and let them know what the issue is so they know to look for the check in the mail. Next, you will mail the check back priority mail so that we can track it in case it gets lost because getting a check from an insurance company is a pain to get reissued. A Few days later check the tracking number to ensure it has been delivered and follow up with the homeowner.
Helping to finance homeowners
Sometimes it is necessary to try to get a homeowner financed after the install has already happened. Sometimes they did not realize they would have to pay their deductible no matter how many times it is pointed out sometimes you have homeowners who just did not understand. When this happens we have a financing program called hearth. They have a website https://app.gethearth.com/dashboard/track You can fill in the info for them or you can send them an email and/or text to complete the info. You will just go based on what the customer is comfortable with. It will either not qualify or qualify them it will send them offers to select from. Once they complete that step Hearth will send them a check that they will need to send to you to cover the balance.