Background: The homeowner does not want monthly automatic payments deducted from their account, so they want to opt out of ACH. A homeowner can opt out of ACH prior to the solar system installation. After the homeowner receives their myeverbright.com portal access, they will be able to opt back in if they choose. Otherwise, they can make payments by check ($7.50 fee for each check), by phone ($9.00 fee for payment by phone) or directly through the account servicing app on the myeverbright.com portal for no additional fee.
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Action: Homeowner calls into the Homeowner Support Line (877-425-5201)
Support assembles pertinent information in real time and transfers call to Account Servicing.
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o Email and phone number are optional
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Homeowners must be M3 approved prior to transferring to Account Servicing. Otherwise, Account Servicing will not have a record of the account since they are not yet booked.
Verify you are speaking with the homeowner prior to completing WARM TRANSFERS to Credit & Title and Account Servicing.
Spanish-speaking homeowners needing assistance from Account Servicing require translation from the EverBright agent.
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DO NOT TRANSFER calls to Account Servicing or Omnidian unless M3 has been approved. |
CALL FLOW SEQUENCE AND HANDLING - Email
Action: Homeowner’s email to homeownersupport@goeverbright.com automatically creates a JIRA Ticket in EverBright Homeowner Support Project
Support assembles the following information:
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CALL FLOW SEQUENCE AND HANDLING - Voicemail
Action: Homeowner calls the support line and leaves a message in Homeowner Support’s Voicemail which automatically creates a JIRA Ticket in EverBright Homeowner Support Project
Support assembles the following information:
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