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AnchorProcess_OverviewProcess_OverviewHandled By: Customer Support Agents, Supervisors, andLeadResolution Specialists

Background: There may be instances where a homeowner involves legal parties, or a matter requires escalation to EverBright’s Legal team.

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Customer Support Agent Process Overview

STEP

ACTION

1

  • Did the customer or an attorney send via email a legal document(s)?

    • If yes, transfer the email within CXOne to the queue ‘Email-Escalations’ and Stop

    • If no, proceed to Step 2

2

  • Did the customer threaten/allege to file a lawsuit or obtain an attorney?

    • If yes:

      • Advise:

        • We’re happy to discuss this with your attorney if you would like, but I believe we can work through this together if you’ll allow me the opportunity to earn your confidence.

      • Follow appropriate process(es) and Stop

    • If no, go proceed to Step 23

Note

DO NOT request the name of an attorney if the customer has NOT provided a name or contact.

23

...

Info

If Lead Resolution Specialist rejects the case assignment, be sure to review any pertaining information provided by them and if warranted, close the case

Qualifiers to Escalate to Lead Resolution Specialist/Legal

...

QUALIFIERS

  • A lawsuit has been filed.

  • A customer/customer’s attorney is contacting EverBright to obtain Legal’s information.

  • The Attorney General of the customer’s state notifies EverBright of a filed complaint.

  • The potential exposure involves $10,000 in cash payments or the value of products/labor provided.

  • EverBright receives a UCC Lien Notice.

  • Attorney Demands

  • Regulatory - Consumer

  • Litigation

  • Arbitration

  • Deceased Customer

  • Information Request

  • Attorney General Complaint

  • General Legal Questions

  • Conservatorship

Info

Note: A customer threatening to hire an attorney, threatening to file a lawsuit, or alleging that they have an attorney are not qualifiers to escalate to Legal. The customer must explicitly state they have performed one of these actions in order to escalate the matter to Legal.

→ BACK TO PROCESS OVERIEW

...

OVERVIEW

Customer Support Resolution Specialist Process Overview

STEP

ACTION

1

  • Review case assignment from Customer Support Agent

    • Does it meet legal escalation requirements?

      • If yes, proceed to Step 2

      • If no, reject case assignment with rejection reason/next steps (if applicable) and Stop

2

  • Create the following case assignments to the following departments:

    • Legal/Compliance

    • O+M/Fleet (Only applicable to PPAs)

  • Update Salesforce special account notations to Legal

  • Notify Launch Account Servicing that the customer has obtained legal counsel

3

  • Close the case assignment once all departments have closed their case assignment

    • Include notes provided by Legal/Compliance of outcome

Sending an Internal Notice to Our Legal Team

STEP

ACTION

1

Fill in:

  • Customer Request Type

  • Case Description

    • Detailed information regarding the case

2

  • From the related tab on the case, download and attach any required documents (e.g., customer’s contract, change orders, signed documents, etc.)

image-20240617-175330.png

3

  • Referral Reason (choose one)

    • Attorney Demand

    • Attorney General Complaint

    • Litigation

    • General Legal Questions

    • Conservatorship

  • Referral Comments:

    • Legal Escalation: [TYPE (OPTIONS LISTED BELOW)] – [Customer’s Name]/[Customer’s State] – [Name of the Installer] (see naming convention below)Add additional information regarding the case

  • Select New Legal Form

    • Complete all the required fields.

Naming Convention

Request Type

Subcategories

Naming Convention

Examples

Legal Escalations

☼ Attorney Demands
☼ Regulatory - Consumer
☼ Litigation
☼ Arbitration
☼ Deceased Customer
☼ Information Request

Legal Escalation: Attorney Demand - Customer Last / Customer State – Installer Name
Legal Escalation: AG Complaint No

    • .

##### - Customer Last / Customer State – Installer Name
Legal Escalation: Litigation [Complaint/Case] No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Arbitration [Complaint/Case] No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Deceased Customer - Customer Last / Customer State – Installer Name
Legal Escalation: Subpoena No. ##### - Customer Last / Customer State – Installer Name

Legal Escalation: Attorney Demand - Smith / CA - Infinity
Legal Escalation: AG Complaint No. 24-00184 - Smith / TX - Infinity
Legal Escalation: Litigation - Case No. 24C0045-202 - Smith / TX - Our World Energy
Legal Escalation: Arbitration - AAA Case No. 12345 - Smith / SC - Complete Solar
Legal Escalation: Deceased Customer - Smith / GA - ASA
Legal Escalation: Subpoena - No. 144490 - Smith / UT - Shield Energy

Customer Releases

☼ Customer satisfaction letters (low remediation value)
☼ General releases (mid-sized)

Customer Release: [RIC/TPO] - Customer Last / Customer State – Installer Name

Customer Release: RIC - Doe / CO - Shield Energy

Document Requests

☼ Requests to draft or create a document
☼ Template prep
☼ Inquiries as to whether a document is needed and/or which document is needed

Document Request: New Agreement Type - Commercial / Short Description
Document Request: Revised Agreement Type - Commercial / Short Description
Document Request: New Agreement Type - Consumer / Short Description
Document Request: Revised Agreement Type - Consumer / Short Description

Document Request: New MISA Addendum - Commercial / Lead Gen Program
Document Request: Revised MISA Addendum - Commercial / Direct Pay
Document Request: New PPA Addendum - Consumer / Roof Waiver
Document Request: Revised PPA - Consumer / ACH Language

Legal Questions

☼ Regulatory questions
☼ Licensing questions
☼ Research requests
☼ Marketing / sales strategy compliance questions
☼ Questions about what we can/cannot do under PPAs/leases/RICs, etc.

Legal Question: Regulatory - [State/All States/Federal] / Short Description
Legal Question: Strategy - [State/All States/Federal] / Short Description
Legal Question: Interpretation - [Legislation/Contract/Language] / Short Description
Legal Question: Business Practice - Short Description

Legal Question: Regulatory - All States & Federal / Contractor Partial Pay
Legal Question: Strategy - NV / Compliance with S.B. 293
Legal Question: Interpretation - Legislation / NV S.B. 293
Legal Question: Business Practice - Copies of Cancelled Contracts to Customers

Administrative Requests

☼ Diligence requests
☼ Document pulls
☼ Anything that's mostly administrative in nature

*In progress

 

Legal Reviews

☼ Requests to review marketing materials (scripts, blogs, claims, website content, proposals, email templates)
☼ Requests to review Installer or employee training materials
☼ Internal policies and procedures
☼ Contract requests to review a counterparty's redlines of first-party paper OR requests to review counterparty's contract
☼ Interconnection Agreements

Legal Review: Marketing - [Landing Page/Blog/Slide Deck/Web Content/Ad Copy/SM Post/Script/Email] / Short Description
Legal Review: Training - [Slide Deck/Script/Collateral] / Short Description
Legal Review: [Policy/SOP/Process] - Short Description
Legal Review: Contract - Contract Type / Counterparty Name
Legal Review: Interconnection Agreement (ID#) - Utility Name / State - Installer(s)
Legal Review: Audit Response - Agency Name / State

Legal Review: Marketing - Email / Pending PTO
Legal Review: Training - Slide Deck / Installer Intro to Solar
Legal Review: Policy - Consumer Leasing Act (CLA)
Legal Review: Contract - Services Agreement / SFDC, Inc.
Legal Review: Interconnection Agreement (IA171756) - Xcel Energy / CO
Legal Review: Audit Response - Attorney General Office of Consumer Credit / CO

Litigation

☼ Anything that comes in through service of process
☼ UCC / lien-related matters
☼ Consumer litigation ("Type" is Litigation, "Category" is Consumer)
☼ Commercial lit
☼ L&E
☼ Really any litigation

*See Legal Escalation section.