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AnchorProcess_OverviewProcess_OverviewHandled By: Customer Support Agents, Supervisors andLeadResolution Specialists

Background: There may be instances where a homeowner involves legal parties, or a matter requires escalation to EverBright’s Legal team.

Process Overview

...

STEP

...

ACTION

...

1

...

  • Did the customer threaten/allege to file a lawsuit or obtain an attorney?

    • If yes:

      • Advise:

        • We’re happy to discuss this with your attorney if you would like, but I believe we can work through this together if you’ll allow me the opportunity to earn your confidence.

      • Follow appropriate process(es) and Stop

    • If no, go to Step 2

Note

DO NOT request the name of an attorney if the customer has NOT provided a name or contact.

...

2

...

  • Determine if the matter qualifies for escalation to Legal

    • If yes:

      • Advise:

        • EverBright’s Legal team will work directly with the customer’s attorney

        • All communication going forward regarding the customer’s concern must be handled between our Legal team and the customer’s attorney

        • Only if Legal’s contact information is requested, provide LEGAL@GOEVERBRIGHT.COM

      • Send an internal notification to our Legal team

      • Notify Launch Account Servicing that the customer has obtained legal counsel

      • Input a note in the milestone feed within the customer’s job in Engine indicating that Legal has been involved

      • Stop

    • If no, follow appropriate process(es) and Stop

...

QUALIFIERS

...

A lawsuit has been filed.

...

If you need to follow up on a Case Assignment that is being handled by the Legal department, you can tag the following people in the chatter for a quick response:

  • Giancarlo (Gian) Olano & Jillian Wheatley

    • If there’s still no reply within 48 hours tag Mark Fredericks to follow up with them

...

Table of Content:

...

Qualifiers to Escalate to Legal:

QUALIFIERS

Info

NOTE: A customer threatening to hire an attorney, threatening to file a lawsuit, or alleging that they have an attorney are not qualifiers to escalate to Legal. The customer must explicitly state they have performed one of these actions in order to escalate the matter to Legal.

  • A lawsuit has been filed.

  • The Attorney General of the customer’s state notifies EverBright of a filed complaint.

  • The potential exposure involves $10,000 in cash payments or the value of products/labor provided.

  • EverBright receives a UCC

Lien

  • Filing Notice.

InfoNote: A customer threatening to hire an attorney, threatening

  • Attorney Demands

  • Regulatory - Consumer

  • Litigation

  • Arbitration

  • Deceased Customer

  • Information Request

  • General Legal Questions

  • Conservatorship

  • Installer bankruptcy

  • Notice of trustee sale

...

Process:

Customer Support Agent Process Overview

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

alleging that they have

  • obtain an attorney

are not qualifiers to escalate to Legal. The customer must explicitly state they have performed one of these actions in order to escalate the matter to Legal.

→ BACK TO PROCESS OVERIEW

...

STEP

ACTION

  • :

  • 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

...

Resolution Specialist Process Overview

Step

Action

1

customer contact record

  • customer’s contract

Fill in:

Customer Request Type

  • Primary Reason

  • Case Description

    • Detailed information regarding the case

2

  • Update Salesforce Case notations to Legal

  • From the related tab on the case, download and attach any required documents (e.g., customer’s contract, change orders, signed documents, etc.)

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3

  • Referral Reason (choose one)

    • Attorney Demand

    • Attorney General Complaint

    • Litigation

    • General Legal Questions

    • Conservatorship

  • Referral Comments:

    • Legal Escalation: [TYPE (OPTIONS LISTED BELOW)] – [Customer’s Name]/[Customer’s State] – [Name of the Installer] (see naming convention below)

  • Select New Legal Form

    • Complete all the required fields.

Naming Convention

Request Type

Subcategories

Naming Convention

Examples

Legal Escalations

☼ Attorney Demands
☼ Regulatory - Consumer
☼ Litigation
☼ Arbitration
☼ Deceased Customer
☼ Information Request

Legal Escalation: Attorney Demand - Customer Last / Customer State – Installer Name
Legal Escalation: AG Complaint No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Litigation [Complaint/Case] No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Arbitration [Complaint/Case] No. ##### - Customer Last / Customer State – Installer Name
Legal Escalation: Deceased Customer - Customer Last / Customer State – Installer Name
Legal Escalation: Subpoena No. ##### - Customer Last / Customer State – Installer Name

Legal Escalation: Attorney Demand - Smith / CA - Infinity
Legal Escalation: AG Complaint No. 24-00184 - Smith / TX - Infinity
Legal Escalation: Litigation - Case No. 24C0045-202 - Smith / TX - Our World Energy
Legal Escalation: Arbitration - AAA Case No. 12345 - Smith / SC - Complete Solar
Legal Escalation: Deceased Customer - Smith / GA - ASA
Legal Escalation: Subpoena - No. 144490 - Smith / UT - Shield Energy

Customer Releases

☼ Customer satisfaction letters (low remediation value)
☼ General releases (mid-sized)

Customer Release: [RIC/TPO] - Customer Last / Customer State – Installer Name

Customer Release: RIC - Doe / CO - Shield Energy

Document Requests

☼ Requests to draft or create a document
☼ Template prep
☼ Inquiries as to whether a document is needed and/or which document is needed

Document Request: New Agreement Type - Commercial / Short Description
Document Request: Revised Agreement Type - Commercial / Short Description
Document Request: New Agreement Type - Consumer / Short Description
Document Request: Revised Agreement Type - Consumer / Short Description

Document Request: New MISA Addendum - Commercial / Lead Gen Program
Document Request: Revised MISA Addendum - Commercial / Direct Pay
Document Request: New PPA Addendum - Consumer / Roof Waiver
Document Request: Revised PPA - Consumer / ACH Language

Legal Questions

☼ Regulatory questions
☼ Licensing questions
☼ Research requests
☼ Marketing / sales strategy compliance questions
☼ Questions about what we can/cannot do under PPAs/leases/RICs, etc.

Legal Question: Regulatory - [State/All States/Federal] / Short Description
Legal Question: Strategy - [State/All States/Federal] / Short Description
Legal Question: Interpretation - [Legislation/Contract/Language] / Short Description
Legal Question: Business Practice - Short Description

Legal Question: Regulatory - All States & Federal / Contractor Partial Pay
Legal Question: Strategy - NV / Compliance with S.B. 293
Legal Question: Interpretation - Legislation / NV S.B. 293
Legal Question: Business Practice - Copies of Cancelled Contracts to Customers

Administrative Requests

☼ Diligence requests
☼ Document pulls
☼ Anything that's mostly administrative in nature

*In progress

 

Legal Reviews

☼ Requests to review marketing materials (scripts, blogs, claims, website content, proposals, email templates)
☼ Requests to review Installer or employee training materials
☼ Internal policies and procedures
☼ Contract requests to review a counterparty's redlines of first-party paper OR requests to review counterparty's contract
☼ Interconnection Agreements

Legal Review: Marketing - [Landing Page/Blog/Slide Deck/Web Content/Ad Copy/SM Post/Script/Email] / Short Description
Legal Review: Training - [Slide Deck/Script/Collateral] / Short Description
Legal Review: [Policy/SOP/Process] - Short Description
Legal Review: Contract - Contract Type / Counterparty Name
Legal Review: Interconnection Agreement (ID#) - Utility Name / State - Installer(s)
Legal Review: Audit Response - Agency Name / State

Legal Review: Marketing - Email / Pending PTO
Legal Review: Training - Slide Deck / Installer Intro to Solar
Legal Review: Policy - Consumer Leasing Act (CLA)
Legal Review: Contract - Services Agreement / SFDC, Inc.
Legal Review: Interconnection Agreement (IA171756) - Xcel Energy / CO
Legal Review: Audit Response - Attorney General Office of Consumer Credit / CO

Litigation

☼ Anything that comes in through service of process
☼ UCC / lien-related matters
☼ Consumer litigation ("Type" is Litigation, "Category" is Consumer)
☼ Commercial lit
☼ L&E
☼ Really any litigation

*See Legal Escalation section.

 

  • In SalesForce; From the Customer’s Account Level click on “Related Contacts”

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  • Click on “New Contact”

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  • Select the “Homeowner Contact” option and then Click on “Next”

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  • Complete the corresponding Fields such as :

  1. Attorney First Name

  2. Attorney Last Name

  3. Phone Number

  4. Email Address

  • Then click on “Legal Representation” and click on the arrow next to it to move it into the “Chosen” Box

  • Finally click on Save

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  • This will generate a banner alert on the Customer’s Account in Sales Force

The banner will indicate to the Customer Support agents that they should not communicate with a Homeowner that has an active legal matter

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4

  • Notify Launch Account Servicing that the customer has obtained legal counsel

5

  • Legal/Compliance

  • O+M/Fleet (Only applicable to PPAs)

  • Referral Reason (choose one)

    • Attorney Demand

    • Attorney General Complaint

    • Litigation

    • General Legal Questions

    • Conservatorship

  • Referral Comments:

    • Add additional information regarding the case

  • Select New Legal Form

    • Complete all the required fields.

6

  • Once Legal resolves/closes the case assignment:

    • Remove any Legal banners from Salesforce by updating the special account notes section

    • Notify Launch of resolution so that they can remove any flags or alerts from the customer’s account

  • Close the case assignment once all departments have closed their case assignment

    • Include notes provided by Legal/Compliance of outcome