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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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STEP

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ACTION

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1

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Did the customer threaten/allege to file a lawsuit or obtain an attorney?

If

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  • 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

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If no, go to Step 2

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2

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  • Determine if the matter qualifies for escalation to Legal

    • If yes:

      • Advise:

        • EverBright’s Legal team will work directly with the customer’s attorney

        • All communication going forward regarding the customer’s concern must be handled between our Legal team and the customer’s attorney

        • If Legal’s contact information is requested, provide LEGAL@GOEVERBRIGHT.COM

      • Send an internal notification to our Legal team

      • Notify Account Servicing that the customer has obtained legal counsel and to cease all customer communication

      • Input a note in the milestone feed within the customer’s job in Engine indicating that Legal has been involved

      • Stop

    • If no, follow appropriate process(es) and Stop

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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

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Table of Content:

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Qualifiers to Escalate to Legal:

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QUALIFIERS

A lawsuit has been filed InfoNote

  • 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

    • 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.

    • 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 Filing Notice.

    • Attorney Demands

    • Regulatory - Consumer

    • Litigation

    • Arbitration

    • Deceased Customer

    • Information Request

    • General Legal Questions

    • Conservatorship

    • Installer bankruptcy

    • Notice of trustee sale

    ...

    Process:

    Customer Support Agent Process Overview

    Download and attach documents referenced in the internal form

    STEP

    ACTION

    1

    Draft an Email:

  • Recipients: Madeline.Rice@NexteraEnergy.com, Jillian.Wheatley@GoEverBright.com, Cassandra.Mercado@GoEverBright.com

  • Email Subject: Legal Escalation: [TYPE (OPTIONS LISTED BELOW)] – [Customer’s Name]/[Customer’s State] – [Name of the Installer]

  • Complete and include the internal notice Legal form

    • 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”

    Panel
    panelIconIdatlassian-warning
    panelIcon:warning:
    bgColor#FFBDAD

    • 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

    *Customer Name:

    [TEXT]

    *State:

    [TEXT]

    Utility:

    [TEXT]

    Name of spouse / child / other complainant (If applicable):

    [TEXT]

    Project Address:

    [TEXT]

    *Demand (What are they asking for?):

    ☐ Monetary compensation (other than FULL tax credit amount) in the amount of $____________

    ☐ Monetary compensation – full tax credit amount of $____________

    ☐ Contract cancellation – keeping the System

    ☐ Contract cancellation – removing the System

    ☐ Waiver of balance in the amount of $____________– keeping the System

    ☐ Waiver of balance in the amount of $____________ – removing the System

    ☐ Additional panels – Qty: N/A

    ☐ Battery – Qty: N/A

    ☐ Removal & reinstallation (re-roofing / roof repair)

    ☐ Paying third-party contractor invoice

    ☐ Other:______________________________________________

    *Contract Type:

    ☐ PPA

    ☐ Lease

    ☐ RIC 1.0

    ☐ RIC 2.0

    *Installer Name:

    [TEXT]

    Contract Price:

    [TEXT]

    Contract Signed Date:

    [TEXT]

    Project Type:

    [TEXT]

    *Project Stage:

    [TEXT]

    PV Install Date:

    ☐ [DATE]

    ☐ N/A

    PTO Date:

    ☐ [DATE]

    ☐ N/A

    Status of Financing:

    [TEXT]

    *Summary (Include discussions or involvement of other third parties, the person that notified us of the complaint, the customer review / company reputation aspect, etc.):

     

     

     

     

     

     

    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.)

    “TYPE” Selection: ATTORNEY DEMAND, AG (Assistant General) COMPLAINT, LITIGATION, LEGAL QUESTION, ESCALATED CUSTOMER

    ...

    • image-20240617-175330.pngImage Added

    3

    • In SalesForce; From the Customer’s Account Level click on “Related Contacts”

    image-20240919-155333.pngImage Added

    • Click on “New Contact”

    image-20240919-155506.pngImage Added

    • Select the “Homeowner Contact” option and then Click on “Next”

    image-20240919-155709.pngImage Added

    • 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.pngImage Added

    • 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

    image-20240919-160812.pngImage Added

    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