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Everbright Customer Support Onboarding
Everbright Customer Support Onboarding
- Tiffany Harper (Unlicensed)
- Cassandra Mercado
Owned by Tiffany Harper (Unlicensed)
Shift 9am to 6pm EST
Schedule EST | Day 1 | Day 2 | Day 3 | Day 4 | Day 5 | Day 6 | Day 7 | ||||
9am - 9:30am | Set up Slack/Confluence |
| Reading-Review prior day materials |
| Solar 101 (2.5hr) | Solar 101, EB Sales/ Finance, Operations Videos | Reading-Review Prior Day Materials |
| Reading-Review Prior Day Material | Reading-Review Prior Day Material | Reading-Review Prior Day Material |
9:30am -10am | Meeting-Introduction |
| Meeting-Kahoot on reading materials | Spec Sheet/ April Spotlight/ Solar Kahoot |
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| Meeting - Review learned material/Q/A Session |
| Go over weekly plan, answer questions, set expectations, laptop questions, access, e-learnings, Grammarly. | Go over weekly plan, answer questions, set expectations, laptop questions, access, e-learnings, Set Expectations: Check in, Start Times, Metric Expectations, Cybersecurity |
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10am -10:30am | Meeting-About EB/Hours Op/Schedule Exp/General Expectations | https://sighten.atlassian.net/wiki/spaces/SS/pages/2548236291/EverBright+Phone+Numbers+and+Hours+of+Operation | Show WC Ticket + Listen to a WC. Meeting - Why are Welcome Calls important? what is a welcome call? | Find on Engine |
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| QA Session with Pablo/Stephanie | Set up Meeting. | Go over SOPS | Go over in depth each SOP for H/O level 1 issues and showcase tickets. Jira Categories | |
10:30am -11am | Meeting-what is a PPA/RIC? General Itinerary for the week/Reading Materials | Onboarding Content Email | Reading Time | https://sighten.atlassian.net/wiki/spaces/SS/pages/2780921857/Welcome+Call+SOP | Jira Walk Through | Show Jira in Depth, Jira Categories and meanings, Escalation Channels - who to escalate to and salesforce escalations (aka to peers, confluence, slack, then escalated agent, then supervisor), de-escalations | Ticket Etiquette and Quiz | Kahoot | Kahoot | ||
11am - 11:30 | Meeting-Rough Overview of Tools (Jira/CXOne Quick Review/Confluence/Docusign/Engine/PowerBI) | Share Screen |
| https://sighten.atlassian.net/wiki/spaces/SS/pages/2548432903/Valley+and+New+Home+builder+Welcome+Calls | Why can a WC Fail? | Failed WC reasons. Showcase a Failed WC v a Pass WC | How to ask for help properly+Jira Categories and meanings | You should check slack, confluence first, then ask your peers you trained with, then you can ask a supervisor. When asking for help always give the job link and info + Show different Jira Categories and how to close tickets | Review material | Send "Bookmarks" | |
11:30am -12pm | Reading Materials | From Onboarding Email | Meeting - Kahoot Welcome Calls | WC Quiz 1 | Mock Welcome Calls | See Mock WC Email | Shadow Session-???? | Set up Meeting. | https://sighten.atlassian.net/wiki/spaces/SS/pages/2736914433/Jessie+s+Homeowner+Ticket+Training+Videos,%20https:/goeverbright.atlassian.net/wiki/spaces/SS/pages/2791637011/Cancellations+Requests,%20https:/goeverbright.atlassian.net/wiki/spaces/SS/pages/2793799681/DocuSign+Video | Review Spanish and Reg WC Welcome Call SOP - Enginearchived Spanish Welcome Call SOP (Texas and California ONLY)archived | slack and the channels to join + Welcome Call Kahoot again. |
12pm - 12:30pm | Who is EB/Intro to Resi Solar (3hr) | Who is EverBright? & Intro to Resi Solar / Internal Finance / Internal Operations | Reading Time | DFO | Show tickets. | https://sighten.atlassian.net/wiki/spaces/SS/pages/2696609836/RIC+2.0 | |||||
12:30pm -1pm | https://sighten.atlassian.net/wiki/spaces/SS/pages/2790326350/Training+Content | Mock Welcome Calls | |||||||||
1pm-1:30pm | Reading Time | https://sighten.atlassian.net/wiki/spaces/SS/pages/2408972353/EverBright+Basics | https://sighten.atlassian.net/wiki/spaces/SS/pages/2736914433/Jessie+s+Homeowner+Ticket+Training+Videos%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20skip%20PTO |
| https://sighten.atlassian.net/wiki/spaces/SS/pages/2722463812/Homeowner+Outreach+101 | ||||||
1:30pm - 2pm | Lunch | Lunch | Lunch | Lunch | Lunch | Lunch | Lunch | ||||
2pm - 2:30pm | |||||||||||
2:30pm - 3pm | Who is EB/Intro to Resi Solar (3hr) | Who is EverBright? & Intro to Resi Solar / Internal Finance / Internal Operations | Reading Time | DFO | Shadow Session | Set up Shadow Session with Kiya. Ask for a focus on Organization skills. | WC Pass Fail Quiz | Email to them and allow them time to complete. | Kahoot: Handling a maintenance call, deceased HO, credit consent, account registration, register for ach, update contact info request, refinance/ucc lien, returned payment tee tickets, cancellations, homeowner topics. | Shadow Session |
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3pm -3:30pm | Meeting Soft Skills - 5 links right and below | http://elearning/bunit/cs/CareCenter/SegmentTraining/NewHire/CustomerExperiencePartB/PositiveAttitude/story_html5.html | Shadow Session | Finish any remaining Kahoot: Handling a maintenance call, deceased HO, credit consent, account registration, register for ach, update contact info request, refinance/ucc lien, returned payment tee tickets, cancellations, homeowner topics. | |||||||
3:30pm - 4pm | http://elearning/bunit/cs/CareCenter/SegmentTraining/NewHire/CustomerExperiencePartB/CommunicateProfessionally/story_html5.html | http://elearning/bunit/cs/CareCenter/SegmentTraining/NewHire/CustomerExperiencePartB/ConfidentDuringInteractions/story_html5.html | Meeting - Review learned material/Q/A Session | Review WC Pass/Fail Quiz Results (Email) | Shadow Session | ||||||
4pm - 4:30pm | Reading Materials | https://sighten.atlassian.net/wiki/spaces/SS/pages/2641297450/Jira+Introduction+Training | http://elearning/bunit/cs/CareCenter/SegmentTraining/NewHire/CustomerExperiencePartB/IntroductiontoCustExperience/story_html5.html | http://elearning/bunit/cs/CareCenter/SegmentTraining/NewHire/CustomerExperiencePartB/IntrotoEffortless/story_html5.html | Support End to End Training | https://sighten.atlassian.net/wiki/spaces/SS/pages/2465071136/Support+Team+EverBright+End+to+End+Training?search_id=7aceff12-e8a2-4603-8cd0-7c9eb6926699 | Shadow Session | Shadow Session | |||
4:30pm - 5pm | Support Team Meeting | https://teams.microsoft.com/l/meetup-join/19%3ameeting_MzlmOGU3ZDEtZGQ0ZC00NGNiLWJkODYtMTExNTIyZmU0MGE3%40thread.v2/0?context=%7b%22Tid%22%3a%22a1681294-4857-4624-8d04-edaddb44ee26%22%2c%22Oid%22%3a%22bb6877b3-3b3b-41ba-9f32-12671592c432%22%7d | Solar 101 (2.5hr) | Solar 101, EB Sales/ Finance, Operations Videos | Support Team Meeting | https://teams.microsoft.com/l/meetup-join/19%3ameeting_MDI3MzI3MTAtNDdkNy00ODc1LWIyYWQtM2U0YzczMDllZmNh%40thread.v2/0?context=%7b%22Tid%22%3a%22a1681294-4857-4624-8d04-edaddb44ee26%22%2c%22Oid%22%3a%22bb6877b3-3b3b-41ba-9f32-12671592c432%22%7d | Shadow Session | https://teams.microsoft.com/l/meetup-join/19%3ameeting_MzlmOGU3ZDEtZGQ0ZC00NGNiLWJkODYtMTExNTIyZmU0MGE3%40thread.v2/0?context=%7b%22Tid%22%3a%22a1681294-4857-4624-8d04-edaddb44ee26%22%2c%22Oid%22%3a%22bb6877b3-3b3b-41ba-9f32-12671592c432%22%7d | Question and Answer Session | ||
5pm - 5:30pm | Review Difference Between RIC 1.0 and RIC 2.0 and PPA | Send RIC/PPA Email and https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2696609836 | Welcome Call 2 Quiz | Kahoot | Shadow Session | Regroup about WC and being prepared for tomorrow / Daily routine. | E-Learnings and Cybersecurity | ||||
5:30pm - 6pm | Reading Time - Contract (RIC) /PPA | Read contracts and Reading Materials from "Onboarding email." | Meeting - Question and Answer Session |
| Shadow Session | Regroup about WC and being prepared for tomorrow / Daily routine. | Review Materials in prep for tomorrow | ||||
Shift 12pm to 9pm EST
Schedule EST | Day 1 | Day 2 | Day 3 | Day 4 | Day 5 | Day 6 | Day 7 | ||||
12:00-12:30pm | Set up Slack/Confluence |
| Reading - Review prior day materials |
| Reading - Review Prior Day Materials |
| Reading - Review Prior Day Materials |
| Reading - Review Prior Day Materials | OFF | Reading - Review Prior Day Materials |
12:30p-1p | Meeting - Introduction |
| Listen to a welcome call. | Find on Engine | Review Quiz and showcase how to download/upload a welcome call. | Welcome Call SOP - Enginearchived | Meeting - Review learned material / Q/A Session |
| Go over weekly plan, answer questions, set expectations, laptop questions, access, e-learnings, Grammarly. |
| Set Expectations: Check in, Start Times, Metric Expectations |
1-1:30p | Meeting - About EB / Hours Op / Schedule Exp | https://sighten.atlassian.net/wiki/spaces/SS/pages/2548236291/EverBright+Phone+Numbers+and+Hours+of+Operation | Show WC Ticket | Find on Jira | how to find installer name - subcontractor/contractor no outside interference | Failed WC reasons | QA Session with PAblo/Stephanie | Set up Meeting |
| Go over in depth each SOP for H/O level 1 issues and showcase tickets. Jira Categories | |
1:30p-2p | Meeting -what is a PPA/RIC? General Itinerary for the week/ Reading Materials | Onboarding Content Email | Reading Time | Welcome Call SOP - Enginearchived | Mock Welcome Calls | See Mock WC Email | Ticket Etiquette and Quiz | Kahoot |
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2p-2:30p | Meeting - Expectations PPT | Expectations Email | How to ask for help properly + Jira Categories and meanings | You should check slack, confluence first, then ask your peers you trained with, then you can ask a supervisor. When asking for help always give the job link and info + Show different Jira Categories and how to close tickets | Review materials |
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2:30p-3p | Logan Meet and Greet |
| Reading Time | https://sighten.atlassian.net/wiki/spaces/SS/pages/2548432903/Valley+and+New+Home+builder+Welcome+Calls | Shadow Session - Ivette | Set up Meeting | https://sighten.atlassian.net/wiki/spaces/SS/pages/2736914433/Jessie+s+Homeowner+Ticket+Training+Videos |
| slack and the channels to join + Welcome Call Kahoot again. | ||
3p-3:30p | Reading Materials | From Onboarding Email | Meeting - Why are Welcome Calls important? what is a welcome call? |
| Reading Time | https://sighten.atlassian.net/wiki/spaces/SS/pages/2408972353/EverBright+Basics |
| https://sighten.atlassian.net/wiki/spaces/SS/pages/2696609836/RIC+2.0 | |||
3:30p-4p | Reading Materials | Meeting - Quiz Kahoot Welcome Calls |
| https://sighten.atlassian.net/wiki/spaces/SS/pages/2790326350/Training+Content |
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4p-4:30p | Meeting-Quiz/Kahoot on reading materials | Spec Sheet/April Spotlight/Solar | Reading Time | DFO | Welcome Call Quiz Pt 2 | Kahoot | https://sighten.atlassian.net/wiki/spaces/SS/pages/2736914433/Jessie+s+Homeowner+Ticket+Training+Videos%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20%20skip%20PTO |
| https://sighten.atlassian.net/wiki/spaces/SS/pages/2722463812/Homeowner+Outreach+101 | ||
4:30p-5p | Support Team Meeting | https://teams.microsoft.com/l/meetup-join/19%3ameeting_M2YyN2YxZjctMTI5My00MGQ0LTg2YjEtMTA5ODQxNDNhYmE5%40thread.v2/0?context=%7b%22Tid%22%3a%22a1681294-4857-4624-8d04-edaddb44ee26%22%2c%22Oid%22%3a%2265a56dd5-863f-4595-a2f1-dcd950bd37c8%22%7d | Reading Time | Support Team Meeting | https://teams.microsoft.com/l/meetup-join/19%3ameeting_M2YyN2YxZjctMTI5My00MGQ0LTg2YjEtMTA5ODQxNDNhYmE5%40thread.v2/0?context=%7b%22Tid%22%3a%22a1681294-4857-4624-8d04-edaddb44ee26%22%2c%22Oid%22%3a%2265a56dd5-863f-4595-a2f1-dcd950bd37c8%22%7d | WC Pass Fail Quiz | Email to them and allow them time to complete. | Kahoot: Handling a maintenance call, deceased HO, credit consent, account registration, register for ach, update contact info request, refinance/ucc lien, returned payment tee tickets, cancellations, homeowner topics. |
| E-Learnings and Cybersecurity | |
5p-5:30p | Lunch | Lunch | Lunch | Lunch | Lunch | Lunch | |||||
5:30p-6p | |||||||||||
6p-6:30p | Meeting - Rough Overview of Tools (Jira/CXOne Quick Review/Confluence/Docusign/Engine/PowerBI) | Share Screen | Engine/Jira Walk Through | Show Engine and Jira in Depth | EverBright Basics - Reading Time | https://sighten.atlassian.net/wiki/spaces/SS/pages/2408972353/EverBright+Basics | WC Pass Fail Quiz | Email to them and allow them time to complete. | Continued Kahoot: Handling a maintenance call, deceased HO, credit consent, account registration, register for ach, update contact info request, refinance/ucc lien, returned payment tee tickets, cancellations, homeowner topics. |
| Finish any remaining Kahoot: Handling a maintenance call, deceased HO, credit consent, account registration, register for ach, update contact info request, refinance/ucc lien, returned payment tee tickets, cancellations, homeowner topics. |
6:30p-7p | Reading Materials | https://sighten.atlassian.net/wiki/spaces/SS/pages/2641297450/Jira+Introduction+Training | Meeting-Review learned material/ Q/A Session | Review WC Pass/Fail Quiz Results (Email) | |||||||
7p-7:30p | Reading Materials | Meeting Soft Skills - 5 links right and below | http://elearning/bunit/cs/CareCenter/SegmentTraining/NewHire/CustomerExperiencePartB/PositiveAttitude/story_html5.html | Patrick Shadow Session | Set up meeting | Support End to End Training | https://sighten.atlassian.net/wiki/spaces/SS/pages/2465071136/Support+Team+EverBright+End+to+End+Training?search_id=7aceff12-e8a2-4603-8cd0-7c9eb6926699 | Shadow Session |
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7:30p-8p | Reading Materials | http://elearning/bunit/cs/CareCenter/SegmentTraining/NewHire/CustomerExperiencePartB/CommunicateProfessionally/story_html5.html | http://elearning/bunit/cs/CareCenter/SegmentTraining/NewHire/CustomerExperiencePartB/ConfidentDuringInteractions/story_html5.html | Shadow Session |
| Question and Answer Session | |||||
8p-8:30p | Review Difference Between RIC 1.0 and RIC 2.0 | Send RIC/PPA Email | http://elearning/bunit/cs/CareCenter/SegmentTraining/NewHire/CustomerExperiencePartB/IntroductiontoCustExperience/story_html5.html | http://elearning/bunit/cs/CareCenter/SegmentTraining/NewHire/CustomerExperiencePartB/IntrotoEffortless/story_html5.html | Shadow Session |
| E-Learnings and Cybersecurity | ||||
8:30p-9p | Reading Time-Contract (RIC)/PPA |
| Reading Time | Review WC SOP again | Meeting-Question and Answer Session |
| Shadow Session |
| Review Materials in prep for tomorrow | ||