How to Handle Infinity Communications

• Authenticate the customer and gather the following information:

1. Name

2. Type of customer (homeowner or Infinity employees and/or Infinity-IP reps)

3. Property address

4. Reason of call

• Review the spreadsheet: Infinity Transfers v1.xlsx, tab ‘All Projects’ to ensure it is an Infinity customer (The spreadsheet will not include any Shield or Harness jobs):

  • If yes, proceed to Step 2

  • If no, follow the applicable process and Stop

Use the following table to determine the next step based on the type of caller:

• Homeowner

• If you are not a workout plan trained agent,

1. Advise the caller, "Thanks so much for that information. Let me transfer you over to our Infinity specialist team for the most up-to-date information." 

2. Warm transfer the call to 1-877-425-5201, select language option, then option #7.

   1. If no answer,

      1. Create a Salesforce case

         1. Case Type: Installer Complaints

         2. Subtype: Workout Plan

         3. Case Description: Infinity Callbacks and a description of the nature of the call.

      2. In Case Feed, tag @Jonathan Lezama and @elijah carr

      3. Create a case assignment to Customer Support Resolution Specialist.

   2. Advise the caller, “One of our Infinity Team specialists will return your call with the most up-to-date information." 

3. Enter disposition notations with "Workout Plan Status" and Stop

• Infinity employees and/or Infinity-IP reps

• If interaction is regarding a status of a job,

1. Advise the caller, “At this time, we can only assist the homeowner on their account. Please have the homeowner contact us at 1-877-425-5201, select language option, then option #7.”

2. Enter disposition notations with "Workout Plan Status" and Stop

• If interaction is regarding but not limited to acknowledgments or responses about missed payments, PTO, overtime, insurance, etc:

1. Complete the following form link for the Infinity employees and/or Infinity-IP reps: Infinity Form

2. Advise the Infinity employees and/or Infinity-IP reps, “Thank you for that information. EverBright will reach back out to you.”

3. Enter disposition notations and Stop

• Previous Sales rep/agents regarding their Infinity jobs

• A dealer or internal partner inquiring about their payment status from Infinity for a transferred job

• If a project has been transferred to one of the installers listed below:

  • Empower Solar, Inc.

  • Energy Service Partners Inc.

  • IP - Luxor Energy Inc

  • IP- Flagship Holdings, LLC

  • LGCY Installation Services, LLC

  • North Valley LLC

  • Or it stayed with the IP it was originally with

1. Advise the caller, “EverBright will facilitate direct payment to the newly transferred installer. These appointed installers will, in turn, handle direct payments to their respective dealers and internal partners. Please follow up with them directly for further assistance.”

2. Enter disposition notations and Stop