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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 |
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DWC / Welcome Call | |||
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 |
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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 |