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Rafael Gonzalez

Rafael Gonzalez

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Background: EverBright partnered with CED/Concert/Beam to offer RIC Products to customers using their platform (Beam).

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Risk will NOT reach out to Homeowners directly.

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Step

Action

1

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If you need instructions on how to verify the type of customer (Click Here)

2

  • What type of customer is it?

IF Beam/Concert Customer:

EverBright’s Customer:

3

  • For Beam/Concert customers proceed with the following actions based on the main concern

Job Status

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Use thePower BI Homeowner Dashboard to verify the customer’s job status.

  • If you need instructions on how to verify the job status through the Power BI (Click Here)

Escalation from Concert Customer Support

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Follow the SOP for handling escalations: "When and How to Escalate Complaints and Sensitive Concerns."

Unresponsive Installer

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Refer to the SOP for handling situations where an installer is unresponsive: "When and How to escalate Installer Complaints”

Concert/Beam Products

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For information on Concert Level Pay and Concert 12-3 Flex, refer to the SOP on payments: "Payments and Amortization of EverBright Products."

Billing & Payments

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For billing issues, refer to the SOP: "Transferring Calls to Launch/Account Servicing."

Maintenance, Repairs and Damages

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For system outages, repairs, or maintenance issues, refer to the SOP: "Customer System Maintenance/Monitoring/Access Troubleshooting."

4

  • Was the Caller’s Concern Resolved?

IF YES:

  • Enter Disposition notes and Stop

IF NOT:

  • Follow the appropriate SOP based on their additional concerns

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