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A customer contacts EverBright support to file a complaint about contracts, services, billing, experience, etc. Agents should take note of any terms used by the customer which might indicate the need for escalation. Below is a list of terms that can indicate such needs.
In cases of suspected fraud or referring to hiring an attorney, send an internal note to Nehemiah or Jerry on the ticket/teams message (for homeowner complaints) or Alexander Cuesta or Logan Teague (for installer complaints) and ask them to review the ticket and for further instructions.
DO NOT E-mail internal teams (i.e., Compliance, Finance, etc.) without prior approval.
How to identify an issue that needs to be escalated:
retained or contacted a lawyer
accusation of fraud
illegal
violation of agreement
falsify records
mischaracterization
nonregistered company
sue
slander
steal/stole/stolen
involuntary
investigation
Better Business Bureau
unauthorized
unlicensed contractor
Foreclosure notice
Lien requests from creditors against installers and/or homeowners
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Interaction Handling
If an issue needs to be escalated based on the use of terms such as the ones listed above, support should escalate to Nehemiah for a ticket status update of “Waiting for Compliance”.
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the support agent who received the customer interaction will document as much information as possible and transfer the case to Nehemiah.
For phone calls or chats:
Converting a CXone Interaction to an Email follow-up
For Jira tickets:
Reporter - Email address of the homeowner, Account Servicing, or whomever the complaint originated
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