Background:
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Verify the state in the address section of the form. Current states serviced by EB are located in this spreadsheet in green EverOwn Tracking - Live States.xlsx
If the state is serviced by EverBright:
Reply to the customer:
“Hello (Customer name),
Thank you for your interest in EverBright. We received your request and will be in contact soon.
Thanks,”
Send a slack message to #everbright-sales with the homeowner’s contact information, including address and ask them to provide the account manager for that area
E-mail the homeowner’s contact information to the account manager in their area and request that they locate an installer in proximity to the homeowner
To locate the account manager, follow this SOP
Once you receive a reply from the account manager update the homeowner:
“Hello [Customer name],
Thank you for your interest in EverBright. We’ve located [Installer name] who is available to assist you in your area. Please contact them at [installer contact information]. Thank you and we look forward to serving you.”, phone number, and e-mail address:
@channel (Homeowner name) reached out to Support because they are interested in EverBright financing. Please forward the homeowner’s information to an installer in their area. (Enter contact information here) .
If the state is not serviced by EverBright:
Reply to the customer with the following message:
“Hello [Customer name],
Thank you for your interest in EverBright. I see that you listed your address in [City and State]. At this time, we do not service the state of [State]. We are excited to hear of your interest in EverBright and we hope to be able to serve you soon.
Thanks,”
Request participants - homeowner’s email address
Request type - general inquiry
Resolution type - other
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