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Handled By: Customer Support Agents, Supervisors , Tier 2 Support 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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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:

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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 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

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Resolution Specialist Process Overview

Step

Action

1

Fill in:

  • Customer Request TypePrimary 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.)

    image-20240617-175330.png

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

image-20240919-160318.png

  • 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