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Rafael Gonzalez

Rafael Gonzalez

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Handled by: Frontline Agents

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Step

Action

1

  • Homeowner will contact support regarding an email from EverBright about a savings analysis.

The Email will come from the following Email address (EverbrightOutreach@myeverbright.com)

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titleEXAMPLE OF THE EMAIL SENT BY EVERBRIGHT

Subject: We received your feedback and want to help.

Thanks for providing EverBright feedback about your solar financing experience. Your satisfaction is important to us, so we want to help address the concerns you shared about your solar savings.

If your utility bills are higher than expected or you’re not saving as much as you’d like, there could be some easy-to-address reasons why.

We’re committed to helping you get the most out of your solar system. If you’d like to talk further about your solar savings, please email us back at everbrightoutreach@myeverbright.com to schedule an appointment with a member of our customer team. You may also reach out to us at (877) 425-5201.

Thank you for being a valued customer.

EverBright

2

3

IF YES:

  • Go to the Reference Case Number linked to the homeowner

  • Check for the PDF attachment included in that case

    • This PDF document should reflect the Email we have sent

      • Is the Email including the subject “We Received Your Feedback and Want to help”?

        • IF YES: Go to Step 4

        • IF NOT: Continue assisting the customer with their concerns and stop following this process

IF NOT:

  • Continue assisting the customer with their concerns and Stop following this process

4

  • Let the customer know that you have checked their account and found an Email we sent with the subject line “We received your feedback and want to help”

    • Ask if the call is about scheduling an appointment

IF YES:

IF NOT:

  • Continue assisting the customer with their concerns and stop following this process

5

  • Let the customer know that you would be happy to assist with scheduling an appointment

  • Navigate to the Calendar tab in Teams

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  • Click on New Meeting

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  • Type “Commitment” as the title

  • Add the Name and Address of the homeowner in the Notes Section below

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6

  • Then Click on “Scheduling Assistant”

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7

  • Make sure the Time zone is selected as “Eastern Time (US & Canada)”

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8

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You will add whoever is available within the required Available Hours

Example: If you need to schedule for Tuesday at 2:00pm but the only one available at that time is Ivette then you will only add Ivette as the required attendee

  • You can check who is available or not by selecting a date and time and looking at the chart next to the attendees' names.

Available Hours:

  • December 18th, 2024

    • Between 2:00pm - 3:30pm EST

  • December 20th, 2024

    • Between 12:00pm - 1:30p EST

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Note

Make sure the chosen time doesn't overlap with any other meetings or activities already on the calendar.

Info

Make sure to schedule the meeting for 30 minutes only

9

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