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Agent Level | Training Topic | Trainer | Resources/SOPs | Materials Quizzes Kahoot | |||||||||||||||
Homeowner - L1 | Welcome Calls | Sabin/Cassie |
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Cancellations | Sabin/Cassie | ||||||||||||||||||
HubSpot inquiries - Installer or Homeowner Request to Join Everbright | Sabin/Cassie | ||||||||||||||||||
Homeowner's guide to Federal Solar Tax Credit | Sabin/Cassie | ||||||||||||||||||
Homeowner - L2 | Returned Mail | Sabin/Cassie | |||||||||||||||||
Update Contact Information Request [MyEverBright and Account Servicing Portal] | Sabin/Cassie | ||||||||||||||||||
Account Registration [Account Servicing Portal] | Sabin/Cassie | ||||||||||||||||||
Register for ACH [Account Servicing Portal] | Sabin/Cassie | ||||||||||||||||||
How to Handle "Returned Payment Fee" Tickets from Account Servicing | Sabin/Cassie | ||||||||||||||||||
Ticket to Phone/Chat Transition | HO-Chat | Sabin/Cassie | |||||||||||||||||
HO-Phone | Sabin/Cassie | ||||||||||||||||||
Homeowner - L3 | Pay Outstanding Balance / Payoffs | Sabin/Cassie | |||||||||||||||||
Refinance - Request for removal of the UCC lien | Sabin/Cassie | ||||||||||||||||||
Homeowner - L4 | How to handle concerns from homeowners about their system installation Pre- PTO | Sabin/Cassie | |||||||||||||||||
Death/ Deceased Homeowner - SOP | Sabin/Cassie | ||||||||||||||||||
Payment Arrangements for Customers with PTO Delays | Sabin/Cassie | ||||||||||||||||||
How to handle homeowner concerns about credit consent issues | Sabin/Cassie | ||||||||||||||||||
How to handle a Maintenance Request call | Sabin/Cassie | ||||||||||||||||||
Salesforce | Sabin/Cassie | ||||||||||||||||||
Escalations | Sabin/Cassie | ||||||||||||||||||
Installer - L1 | Products (PPA/Ric) | Self study (Alex/Logan) for quiz |
| Ticket Training | Rick | ||||||||||||||
Ticket Training | Rick | ||||||||||||||||||
Design Desk | Design Desk Team | ||||||||||||||||||
HubSpot/Installer Side | Alex/Logan | ||||||||||||||||||
Milestone Extensions | Rick | ||||||||||||||||||
Installer - L2 | Salesforce/Account managers | Rick | |||||||||||||||||
Account Update/Configuration Tickets | Alex/Logan |
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DocuSign | Alex/Logan | ||||||||||||||||||
SendGrid | Alex/Logan | ||||||||||||||||||
Platform Training | Self Study/refresher | ||||||||||||||||||
Installer - L3 | Installers/Channel partners | Rick | |||||||||||||||||
Installer Payments | Alex | How to check Milestone Payment Information, Payments Reporting https://sighten.atlassian.net/wiki/spaces/SS/pages/2453274625 | |||||||||||||||||
No Cost Change Order NCCO | Rick | ||||||||||||||||||
Change Orders HCO/ICO | Rick | ||||||||||||||||||
Ticket to Phone/Chat Transition | Chat/Phone | Sarah/Alex | |||||||||||||||||
Installer - L4 | Investigating Bugs, Tools, Tips, and DAL | Rick | |||||||||||||||||
Resolution Specialist | LMS Comms courses |