Page Comparison

Agent Level

Training Topic

Trainer

Resources/SOPs

Completion Exhibit

Homeowner - L1

Welcome Calls

Sabin/Cassie

• Welcome Call SOP (DO NOT USE UNTIL 05/22/2023)

• Using Docusign to troubleshoot or resend contracts

• https://sighten.atlassian.net/wiki/spaces/SS/pages/2641297450/Jira+Introduction+Training?search_id=f8aab293-2f8f-4331-955d-11610c11b97a

Cancellations

Sabin/Cassie

• How to Handle: Homeowner Wants to Cancel their Contract

• Concert Workflow Cancellations

HubSpot inquiries - Installer or Homeowner Request to Join Everbright

Sabin/Cassie

• HubSpot inquiries - Installer or Homeowner Request to Join Everbright

Homeowner's guide to Federal Solar Tax Credit

Sabin/Cassie

• Homeowner's guide to Federal Solar Tax Credit

Homeowner - L2

Returned Mail

Sabin/Cassie

• How to handle mail returned tickets

Update Contact Information Request [MyEverBright and Account Servicing Portal]

Sabin/Cassie

• Update Contact Information Request [MyEverBright and Account Servicing Portal]

Account Registration [Account Servicing Portal]

Sabin/Cassie

• Account Registration [Account Servicing Portal]

Register for ACH [Account Servicing Portal]

Sabin/Cassie

• Register for ACH [Account Servicing Portal]

How to Handle "Returned Payment Fee" Tickets from Account Servicing

Sabin/Cassie

• How to Handle "Returned Payment Fee" Tickets from Account Servicing

Ticket to Phone/Chat Transition

HO-Chat

Sarah

HO-Phone

Sabin/Cassie

Homeowner - L3

Pay Outstanding Balance / Payoffs

Sabin/Cassie

• Pay Outstanding Balance / Payoffs

Refinance - Request for removal of the UCC lien

Sabin/Cassie

• Refinance - Request for removal of the UCC lien

Homeowner - L4

How to handle concerns from homeowners about their system installation Pre- PTO

Sabin/Cassie

• How to handle concerns from homeowners about their system installation Pre- PTO

Death/ Deceased Homeowner - SOP

Sabin/Cassie

• Death/ Deceased Homeowner - SOP

Payment Arrangements for Customers with PTO Delays

Sabin/Cassie

• Payment Arrangements for Customers with PTO Delays

How to handle homeowner concerns about credit consent issues

Sabin/Cassie

• How to handle homeowner concerns about credit consent issues

How to handle a Maintenance Request call

Sabin/Cassie

• How to handle a Maintenance Request call

Salesforce

Sabin/Cassie

• Using Salesforce to get Org Account Information

Escalations

Sabin/Cassie

Escalating Complaints

Installer - L1

Products (PPA/Ric)

Alex

• PPA Training Videos

• PPA + Storage

Ticket Training

Rick

• How to process a Design Desk ticket

• Processing Account Update Request Form Tickets

• Processing Non-Platform Tickets

Design Desk

Design Desk Team

• Design Desk Service

• How to Access Design Desk Jira Project

• Design Desk SLAs

HubSpot/Installer Side

Alex

HubSpot inquiries - Installer or Homeowner Request to Join Everbright

Products (PPA/Ric)

Alex

• PPA Training Videos

• PPA + Storage

Milestone Extensions

Rick

What to do if an installer is seeking extension for a Milestone

Installer - L2

Salesforce/Account managers

Rick

Using Salesforce to get Org Account Information

Account Update/Configuration Tickets

Alex

• Processing "New Financing Products Form Request" Tickets

• Processing EverBright New Partner Onboarding Requests

• CS tickets

• Processing "EverBright - Product Onboarding" tickets

• How to process insurance update tickets

Docusign

Alex

Using Docusign to troubleshoot or resend contracts

SendGrid

Alex

How to use SendGrid

Platform Training

Rick

Installer - L3

Installers/Channel partners

Rick

• Channel Partners

• What are Installer Payments? How do they work and how do I track them?

No Cost Change Order NCCO

Rick

No Cost Change Orders

Change Orders HCO/ICO

Rick

Change Orders

Ticket to Phone/Chat Transition

Chat/Phone

Sarah/Alex

Installer - L4

Investigating Bugs, Tools, Tips, and DAL

Rick

• Troubleshooting Techniques - Pull Job

• Troubleshooting Techniques - Postman and the DAL

Resolution Specialist

LMS Comms courses