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Background: We are able to accept homeowner support calls in Spanish for account related questions or assistance with their solar system maintenance. If a customer calls in and needs to speak with a Spanish speaking representative, the CS agent will place them on hold and transfer the call to a team member designated to take Spanish calls.

It is the responsibility of the Spanish speaking CS agent to make initial contact with the homeowner, determine where their call will be directed, and transfer the call to a Spanish speaking representative with Account Services for account related questions or Omnidian for solar equipment maintenance related questions.

Account Services

Omnidian

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Once the representative picks up, introduce yourself and tell the agent that you have a Spanish speaking customer on the line and ask to be transferred to a Spanish speaking agent.

“Hello this is [agent’s name] with Everbright. I have [customer name] on the line who needs assistance with their account. May we please be connected with a Spanish speaking representative?“

Once the Spanish speaking representative picks up the phone, click Transfer to complete the transfer.

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• Change request participant to SolarCustomerSupport@accountservicing.com for account services or support@omnidian.com for Omnidian

• Select “reply to customer” and include all homeowner information

• Change the reporter to the homeowner’s email address

• Request confirmation that contact has been successfully made and a status update once a resolution is made:

“[Customer name], copied on this email, contacted Everbright for assistance with [description of the problem]. Please have a Spanish speaking representative contact them at [homeowner phone number] to assist them.

Once a resolution is reached, please respond to this email with a brief description of the outcome.”

The ticket can only be closed if there is confirmation that contact from the third party was successful and the process is complete

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