...
Agent Level | Training Topic | Resources/SOPs | ||
New Agent Onboarding | Everbright Customer Support Onboarding and Resources | |||
Support Policies | ||||
CXone and Salesforce CRM Essentials | ||||
Homeowner - L1 | EverBright Financing Products |
| ||
DWC / Welcome Call | Cancellations | |||
Cancellations | ||||
HubSpot inquiries - Installer or Homeowner Request to Join Everbright | ||||
Homeowner's guide to Federal Solar Tax Credit | ||||
Homeowner - L2 | Returned Mail |
| ||
Update Contact Information Request [MyEverBright and Account Servicing] | ||||
Account Registration Assistance [Account Servicing] | ||||
My EverBright Portal Access | ||||
Do Not Contact Requests | ||||
Refunds | ||||
Homeowner - L3 | Pay Outstanding Balance / Payoffs | |||
How to handle a Maintenance Request call | How to handle homeowner concerns about credit consent issues | |||
How to handle questions about mechanics liens | ||||
Common Homeowner Questions (Savings, Production, Utility Bills) | ||||
Homeowner - L4 | Death/ Deceased Homeowner - SOP | |||
Payment Arrangements for Customers with PTO Delays | ||||
Escalations | ||||
Installer - L1 | Products (PPA/Ric) | |||
Ticket Training | ||||
Design Desk | ||||
Basic Installer info Bell icon/ Upload roof image in project phase/ override address pin | ||||
HubSpot/Installer Side | ||||
Milestone Extensions | ||||
Installer - L2 | Account Update/Configuration Tickets |
| DocuSign | |
DocuSign | ||||
SendGrid | ||||
Platform Training | ||||
Installer - L3 | Testing in Onboard | |||
Installers/Channel partners | ||||
Installer Payments | ||||
No Cost Change Order NCCO | ||||
Change Orders HCO/ICO | ||||
Installer - L4 | Investigating Bugs, Tools, Tips, and DAL | |||
Resolution Specialist | LMS Comms courses |