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Background:
A customer contacts EverBright support to file a complaint about contracts, services, billing, experience, etc. Agents should take note of any terms used by the customer which might indicate the need for escalation. Below is a list of terms that can indicate such needs.
In cases of suspected fraud or referring to hiring an attorney, send an internal note to Nehemiah or Fernanda, and Jerry on the ticket/teams message (for homeowner complaints) or Alexander Cuesta (for installer complaints) and ask them to review the ticket and for further instructions.
DO NOT E-mail internal teams (i.e., Compliance, Finance, etc.) without prior approval.
How to identify an issue that needs to be escalated to upper management:
retained or contacted a lawyer
accusation of fraud
illegal
violation of agreement
falsify records
mischaracterization
nonregistered company
sue
slander
steal/stole/stolen
involuntary
investigation
Better Business Bureau
unauthorized
unlicensed contractor
Foreclosure notice
Lien requests from creditors against installers and/or homeowners
Ticket Handling
If an issue needs to be escalated based on the use of terms such as the ones listed above, support should escalate to Nehemiah for a ticket status update of “Waiting for Compliance”.
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Do not update the ticket status to “Waiting for Compliance” unless instructed by a supervisor. |
Reporter - Email address of the homeowner, Account Servicing, or whomever the complaint originated
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