Deal Processing Hours of Operation: Monday – Friday (9 am to 6 pm EST)
Agents should use the ‘Waiting for Deal Processing’ status for all DP requests. DP will not be utilizing Slack to process Support requests. Any currently open tickets should be updated following this SOP.
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If it has been less than 2 full business days reply:
Hello,
Thank you for contacting EverBright support. Your request has been received and is currently being processed. Please allow 2 business days for completion.
Thank you.
If the customer becomes upset on a call, please use the reply below and do a warm transfer to the supervisor queue:
I understand your concerns. I will try to connect you with a supervisor to further assist you. If there is no supervisor available, you will be prompted to leave a voicemail. With your permission, I will try to connect you now to a supervisor.
Thank you.