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Handled 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.

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Customer Support Agent Process Overview

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STEP

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ACTION

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1

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  • 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 no, proceed to Step 2

...

2

...

  • 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, proceed to Step 3

Note

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

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3

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Info

If Lead Resolution Specialist rejects the case assignment, be sure to review any pertaining information provided by them and if warranted, close the case

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Qualifiers to Escalate to Lead Resolution Specialist/Legal

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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

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Table of Content:

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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.

  • A customer/customer’s attorney is contacting EverBright to obtain Legal’s information.

    • 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.

    • Attorney Demands

    • Regulatory - Consumer

    • Litigation

    • Arbitration

    • Deceased Customer

    • Information Request

    Attorney General Complaint

    • General Legal Questions

    • Conservatorship

    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.

    → BACK TO PROCESS OVERVIEW

    ...

    • Installer bankruptcy

    • Notice of trustee sale

    ...

    Process:

    Customer Support Agent Process Overview

    STEP

    ACTION

    1

    • Review case assignment from Customer Support Agent

      • Does it meet legal escalation requirements?

        • If yes, proceed to Step 2

        • If no, reject case assignment with rejection reason/next steps (if applicable) and Stop

    2

    • Create the following case assignments to the following departments:

      • Legal/Compliance

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

    • Update Salesforce special account notations to Legal

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

    3

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

      • Include notes provided by Legal/Compliance of outcome

    Sending an Internal Notice to Our Legal Team

    STEP

    ACTION

    1

    Fill in:

    Customer Request Type

    • 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 obtain an attorney:

    • 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

    Create a case assignment

    Step

    Action

    1

    Fill in:

    • 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

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    3

    • 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

    https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Assigning-a-case-to-the-back-office-queue

    • 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