Purpose:
A homeowner can either contact support or update their own contact information through https://myeverbright.com/dashboard. The request can also come via email from Account Servicing. Support agents can complete the request for the homeowner, or the homeowner can update their contact information through the MyEverbright portal themselves.
| Note |
|---|
Currently only Cassandra MercadoFernanda Polanco Alexander.Cuesta Sabin Abad (Unlicensed) and Nehemiah @ EverBright have access update Contact information in MyEverBright. Reach out to one of them to facilitate these requests |
Email and/or Inbound Call Requests from Homeowner
A. Summary: Homeowner contact updates - [Homeowner’s Name]
B. Description: Homeowner Name and Job Address URL – and summary of their concern
...
F. Add: Organization
G. Respond to Customer:
“Hi [Customert Name],
We’re working on your request. We will let you know once it is complete.
Regards,
[Agent Name]”
Email update requests from Account Servicing
Update the homeowner’s contact information (instructions below)
Reply to Account Servicing:
...
Request Type: Account Management
...
Auto-Generated Ticket in the EBH Queue
REPLY TO ACCOUNT SERVICING ONLY IF THE HOMEOWNER SUBMITTED THE REQUEST - OTHERWISE CLOSE THE TICKET
Summary: Homeowner contact updates - [Homeowner’s Name]
Request Type: Account Management
Support Channel: Email
Send the below note to Account Servicing:
“Hello,
Per the homeowner’s request, we’ve updated their contact info as follows:
(add name, and address, and specify what changed). Please update your system of record and confirm when complete.
[Agent Name]
Account Servicing will update the billing address/email/phone information on file.
...
Both tickets can be closed once the updates are confirmed:
Reply to homeowner:
“Hello [homeowner name],
We have completed your request.
Thank you,
[Agent’s Name] “
Close both tickets:
A. Resolution: Done
...