FAQ

Contact Information

• Jobflo: The primary contact point for operational processes and issues.
• Tag users or groups using "@".
• Tagging departments (@permitting, @design) is the fastest way to get actioned.
• Include @projectcordinator & @salessupport on all tags from reps/dealers, including replies.
• Emails: Sent to customers via automation and operations staff. Notifications and CCs appear in Jobflo.
• Phone Directory:
• Sales Support: 800-306-6953 (option 3, then option 1)
• Site Survey: 800-306-6953 (option 3, then option 2)
• Customer Support: 800-306-6953 (option 2)
• Service Department: 1-800-306-6953
• HVAC Welcome Call: 800-306-6953 (option 3, then option 2)

Onboarding & Getting Started

Information on initial setup for new dealers:

• Setting up logins and access to portals: eddy, Jobflo, everbright, solo, LightReach, aurora.
• Required documents: Direct Sales Agreement, Dealer Agreement, W9, Direct Deposit Setup.

Logins & Sales Portals

Descriptions and access details for key systems:

• Jobflo: app.jobflo.com - Empower creates dealer owner login; owner generates other logins for dealership/reps.
• Aurora: aurora.com - Single sign-on, created from Jobflo via API.
• Solo: phx.gosolo.io - Empower creates logins; auto-generates logins for other finance partners.
• LightReach: palmetto.finance - Logins auto-created via API from Solo.

Processes

Installation Process Overview

A summary of the steps from site survey to installation completion and key communication points throughout the project lifecycle.

Site Survey

Details regarding the site survey:

• Initiated by calling 800-306-6953 (opt 3, opt 2) after the deal closes.
• Information required: Customer Name, Address, Is customer home?, Roof or ground mount?, Does it have HVAC?
• Importance of Homeowner Presence: Highly recommended for gathering attic information and battery location.
• Access: Main service panel access is always needed.
• Review: Surveys are reviewed by a Designer (not Surveyor) after the project is through design.
• Attic access is vital to avoid install pull-offs.

Design & Permitting

Information on the design and permitting phases:

• Design aims for efficiency and minimizing costs (e.g., reducing MPUs).
• Goal is inspection-ready, feasible designs beyond just stamped permits.
• Authorization forms are sent to the owner; speed of signing impacts project speed. These forms allow Empower to submit permits on the customer's behalf.

Roofing

Empower's approach to roofing projects:

• Preference for internal processes or preferred partners. Third-party allowed case-by-case.
• Every roof requires a permit and final inspection card submitted to Empower before on-site solar work proceeds.
• A flowchart details the roofing process flow (refer to internal documentation/Jobflo).

Install Scheduling

How installations are scheduled:

• Homeowner contacted within 24 business hours once the account is Install Ready.
• Rep assistance in scheduling requires proof of confirmation (email, text, recorded 3-way call).
• Use specific Jobflo tags for communication: @norcal install, @central install, @socal install.
• Contact: 1-800-306-6953, option 3, then option 3.

Installation Day

What to expect during installation:

• Arrivals: Morning (8-9 am) or Afternoon (just before 2 pm).
• Installers introduce themselves, explain the process, and review completed work with the customer.
• Customers are notified of power outages.
• Clear area for trucks and access to the main service panel, garage, and attic (depending on design).
• Photos are taken for funding purposes.
• Damage/breakage is reported to the branch manager for resolution.

PTO (Permission to Operate)

Steps for obtaining Permission to Operate:

• Part 1: Interconnection Docs sent at Design Complete (required before scheduling install).
• Part 2: Submitted within 24 hours of final inspection (except non-exports).
• Standard PTO: Typically takes 30 days.
• Non-standard (non-export, aggregate): Can take 60-90+ days.

Service

Information on service visits:

• Standard service visit cost: $500.
• Labor: $85 per hour on-site.
• An estimate is provided after assessing the situation.
• Calls with known issues: $500.
• Travel adders may apply case-by-case for distance.
• Process: Call Service DPT to Schedule -> Confirm Schedule -> Arrive and fix issue -> Complete photos of resolved issue.

Heating and Air Conditioning

Details regarding HVAC services:

• Inform office of HVAC agreement in Jobflo and verify during the welcome call (800-306-6953, Option #3, Option #2).
• HVAC tune-up services: 3-4 days after site survey.
• Full Unit Installs: Completed after the Solar Project scope of work is finished.

Financing

Refer to internal cheat sheets for detailed financier requirements:

• Minimum Credit Scores
• Co-Signer Policies
• DTI (Debt-to-Income)
• Years Since Bankruptcy
• Mobile Home Policy
• Property Type
• Secondary System Policy
• Battery/Generator Only Policy
• Battery Options

Basic Policies

Payment

• Payment to the dealer occurs on the Friday of the week following a complete install (including battery).
• Direct Deposit info can be updated in the HR portal.

Conflict Resolution

• Call Sales Support Line: 800-306-6953 (Option 3), (Option 1).
• Escalations flow up the management chain through regional managers and dealer owners.

Termination

Empower has a 1-Strike Policy for certain actions:

• Will result in termination:
• Falsifying loan and credit documents.
• Creating fake emails / Having access to a customer's email / Signing anything on behalf of a customer.
• Telling someone solar is FREE, or a "Government" or "Utility Program."
• Telling a customer, they will not have a utility bill.
• Impersonating a Customer.
• Using an invalid, or fake HIS license, or an HIS not belonging to the signing rep.

Project Management

Managing accounts effectively in Jobflo:

• Regularly check the project Grid View and the "Waiting on Rep" section in Jobflo.
• Reports can be produced on a dealer-by-dealer basis.
• Recommended: Follow up on accounts daily ("POWER HOUR!").
• Empower teams have a 24-business-hour response time for Jobflo tags; allow this time before escalating to a phone call.
• In-person office hours: 9 am - 5 pm, Monday - Friday.
• Preferred Language: If contact is needed in a language other than the contract language, the agreement in that language is required.
• Proactive Action: Much more effective than last-minute requests.