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

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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 within CXOne to the queue “Email-Escalations” and Stop

  • IF NOT: Go to Step 2

2

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

  • 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.

  • 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”

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

  • Stop

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