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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 additional investigation by the Resolution Specialist Nehemiah @ EverBright or Eric Suarez. Below is a list of terms that can indicate such needs.

DO NOT E-mail internal teams (i.e., Compliance, Finance, etc.) without prior approval.

How to identify an escalated issue:

• 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

• customer privacy

Interaction Handling

If an issue needs to be escalated based on the use of terms such as the ones listed above, the support agent who received the customer interaction will document as much information as possible and transfer the case to Nehemiah Franco.

For phone calls or chats:

Converting a CXone Interaction to an Email follow-up

For Jira tickets:

Reporter - Email address of the homeowner, Account Servicing, or whomever the complaint originated

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