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Agent Level | Training Topic | Trainer | Resources/SOPs | Materials Quizzes Kahoot | ||||||||||||
New Agent Onboarding | Everbright Customer Support Onboarding and Resources | Supervisors | ||||||||||||||
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 |
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Ticket Training | Rick | |||||||||||||||
Design Desk | Design Desk Team | |||||||||||||||
Basic Installer info Bell icon/ Upload roof image in project phase/ override address pin | Alex/Logan | Why isn't a product offering in the dropdown? | ||||||||||||||
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 | 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 |