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Handled By: Customer Support Agents, Supervisors, Tier 2 Support andLeadResolution Specialists

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

...

.

Qualifiers to Escalate to Legal:

QUALIFIERS

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.

  • A lawsuit has been filed.

  • 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 Filing Notice.

  • Attorney Demands

  • Regulatory - Consumer

  • Litigation

  • Arbitration

  • Deceased Customer

  • Information Request

  • General Legal Questions

  • Conservatorship

  • Installer bankruptcy

  • Notice of trustee sale

(Go Back to Main Process)

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Process:

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

  • IF YES: Transfer the Email within CXOne to the queue

‘Email

  • “Email-

Escalations’

  • Escalations” and Stop

If no, proceed

  • IF NOT: Go to Step 2

2

Did the customer threaten/allege

  • If they threaten to file a lawsuit or obtain an attorney

? If yesIf no, proceed to Step 3

  • :

  • 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 yes:

Advise:

  • EverBright’s Legal team will work directly with the customer’s attorney

  • All communication going forward regarding the customer’s concern must be handled between our Legal team and the customer’s attorney

    • Only if Legal’s

    • Advice The following:

    “If you are currently represented by an attorney, we will be unable to continue our discussions. However, if you are not represented, I am confident that I can assist you in initiating the resolution process for any concerns you may have.”

    • Did the homeowner provide their attorneys information OR did an attorney reach out on behalf of a homeowner,

    Note

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

    3

    Determine if the matter qualifies for escalation to Lead Resolution Specialist/Legal

    • Advice the following:

    “we cannot continue the conversation however please send your inquiry/request to (clientresolutions@myeverbright.com) and they will get you in touch with the appropriate internal department”

    Panel
    panelIconIdatlassian-warning
    panelIcon:warning:
    bgColor#FFBDAD

    • ONLY If Legal contact information is requested, provide

    LEGAL@GOEVERBRIGHT.COM

    • Leave a note in customer’s account Feed regarding the interaction

    • Stop

    ...

    Tier 2 & Resolution Specialist Process Overview

    Step

    Action

    1

    customer

    • customer’s contact record

    https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

    Fill in:

    • Customer Request Type

    • Case Description

      • Detailed information regarding the case

  • Create a case assignment and assign it to Customer Support Resolution Specialist

  • Stop

  • If no, follow appropriate process(es) and Stop

    • 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 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

    2

    • Update Salesforce Case notations to Legal

    • 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.pngImage Added

    3

    • In SalesForce; From the Customer’s Account Level click on “Related Contacts”

    image-20240919-155333.pngImage Added

    • Click on “New Contact”

    image-20240919-155506.pngImage Added

    • Select the “Homeowner Contact” option and then Click on “Next”

    image-20240919-155709.pngImage Added

    • Complete the corresponding Fields such as :

    1. Attorney First Name

    2. Attorney Last Name

    3. Phone Number

    4. Email Address

    • Then click on “Legal Representation” and click on the arrow next to it to move it into the “Chosen” Box

    • Finally click on Save

    image-20240919-160318.pngImage Added

    • This will generate a banner alert on the Customer’s Account in Sales Force

    The banner will indicate to the Customer Support agents that they should not communicate with a Homeowner that has an active legal matter

    image-20240919-160812.pngImage Added

    4

    • 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.pngImage Removed

    3

    Create a case assignment and

    5

    https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Assigning-a-case-to-the-back-office-queue

    • Legal/Compliance

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

    • Referral Reason (choose one)

      • Attorney Demand

      • Attorney General Complaint

      • Litigation

      • General Legal Questions

      • Conservatorship

    • Referral Comments:

      • Add additional information regarding the case

    • Select New Legal Form

      • Complete all the required fields.

    6

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

    • Include notes provided by Legal/Compliance of outcome