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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:
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If an issue needs to be escalated based on the use of terms such as the ones listed above, the support agent who received the customer interaction will document as much information as possible and transfer the case to Nehemiah Franco.
For phone calls or chats:
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