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Jennifer Salazar

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Background:

An interaction may be received through a phone call, chat, or email from an Infinity homeowner, Infinity employees and/or Infinity-IP reps regarding their workout plan status or complaint.

There should no longer be any communication with former or current Infinity employees regarding acknowledgments or responses about missed payments, PTO, overtime, insurance, etc.

Note: This list does not include all examples.

Communication with Infinity-IP reps may continue regarding job updates, as long as the rep does NOT mention missing payments, etc.

If an email is received from an Infinity employee, use this link https://forms.office.com/r/ADfbLmM4g8 to fill out a form and reply

Process Overview

Step

Action

1

  • Authenticate the customer and gather the following information:

  1. Name

  2. Type of customer (homeowner or Infinity employees and/or Infinity-IP reps)

  3. Property address

  4. Reason of call

  • Review the spreadsheet: Infinity Transfers v1.xlsx, tab ‘All Projects’ to ensure it is an Infinity customer (The spreadsheet will not include any Shield or Harness jobs.):

    • If yes, proceed to Step 2

    • If no, follow the applicable process and Stop

2

Use the following table to determine the next step based on the type of caller:

  • Homeowner

  • If you are not a workout plan trained agent,

  1. Advise the caller, "Thanks so much for that information. Let me transfer you over to our Infinity specialist team for the most up-to-date information." 

  2. Transfer the call to 1-877-425-5201, option #7. Advise the caller, “If the agent is not available, please leave a detailed voicemail with your information and concern.”

  3. Enter disposition notations with "Workout Plan Status" and Stop

  • Infinity employees and/or Infinity-IP reps

  • If interaction is regarding a status of a job,

  1. Advise the caller, “At this time, we can only assist the homeowner on their account. Please have the homeowner contact us at 1-877-425-5201, option #7.”

  2. Enter disposition notations with "Workout Plan Status" and Stop

  • If interaction is regarding but not limited to acknowledgments or responses about missed payments, PTO, overtime, insurance, etc:

  1. Complete the following form link for the Infinity employees and/or Infinity-IP reps: Infinity Form

  2. Advise the Infinity employees and/or Infinity-IP reps, “Thank you for that information. EverBright will reach back out to you.”

Please review the below spreadsheet. This spreadsheet will include old Infinity customers and if their account has been transferred or canceled, and the new installer. The spreadsheet will not include any Shield or Harness jobs.

Infinity Transfers v1.xlsx

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  1. Enter disposition notations and Stop

  • Previous Sales rep/agents regarding their Infinity jobs

  • A dealer or internal partner inquiring about their payment status from Infinity for a transferred job

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  • If a project has been transferred to one of the installers listed below:

    • Ambia Energy LLC

    • Empower Solar, Inc.

    • Energy Service Partners Inc.

    • IP - Luxor Energy Inc

    • IP- Flagship Holdings, LLC

    • LGCY Installation Services, LLC

    • North Valley LLC

  1. Advise the caller, “EverBright will facilitate direct payment to the newly transferred installer. These appointed installers will, in turn, handle direct payments to their respective dealers and internal partners. Please follow up with them directly for further assistance.”

  2. Enter disposition notations and Stop