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Deal Processing Hours of Operation: Monday – Friday (9 am to 6 pm EST)

Agents should use the ‘Waiting for Deal Processing’ status for all DP requests. DP will not be utilizing Slack to process Support requests. Any currently open tickets should be updated following this SOP.

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Process

• Add the Engine link to the job.

• Update the subject line of the ticket with one of the following:

  • Restoration – H/O name - Org

  • Cancellation - H/O name - Org

  • NCCO - H/O name - Org

  • Extend Credit - H/O name - Org.

  • Milestone Extension - H/O name - Org

  • Other - H/O name - Org

• Update the status of the ticket to ‘Waiting for Deal Processing.’

  • This will create a linked ticket for DP to process.

  • Once complete, DP will update the status of their ticket to ‘Resolved.’

• Any DP communication should be via internal comments in the Jira ticket.

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• Create the request under the customer record in SF

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Creating-a-case

• From the case, create a case assignment and assign it to the deal processing team

  • https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3264413720/Creating+and+Assigning+Cases#Assigning-a-case

• Select the referral reason:

  • M2-Approved/M3 Job Cancellation Request

  • Restoration Request

  • Cancellation Request

  • NCCO

  • Extend Credit

  • Milestone 1 Extension

  • Other

• Leave a short description along with the job link in the Referral Comments Section

• Any updated comments relating to the case should be left on the chatter/feed. Be sure to @ the person handling the case so they receive a notification.

Deal Processing Requests Turnaround Time

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• Any follow-up communication with DP should be done using internal notes. If DP has not responded within 2 full business days, be sure to check the job in Engine to see if the request has been completed. If not, on the third business day, the agent should use the ‘Waiting for Deal Processing’ status for all DP requests. DP will not be utilizing Slack to process Support requestsleft on the chatter/feed. Be sure to @ the person handling the case so they receive a notification.

If it has been less than 2 full business days reply:

Hello,

Thank you for contacting EverBright support. Your request has been received and is currently being processed. Please allow 2 business days for completion.

Thank you.

If the customer becomes upset on a call, please use the reply below and do a warm transfer to the supervisor queue:

I understand your concerns. I will try to connect you with a supervisor to further assist you. If there is no supervisor available, you will be prompted to leave a voicemail. With your permission, I will try to connect you now to a supervisor.

Thank you.