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Rafael Gonzalez

Rafael Gonzalez

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Handled By: Customer Support Agents, Supervisors andLeadResolution Specialists

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Qualifiers to Escalate to Legal:

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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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  • ONLY if the ATTORNEY requests the Legal contact information, provide the following Email: (Legal@Goeverbright.com)

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

  • Stop

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