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HOMEOWNER MAIL RETURNED TO EVERBRIGHT
In the event that If mail is returned to EverBright as undeliverable by the postal service, a ticket is created in the EverBright Homeowner Support queue it will be scanned in and sent to internalsupport@goeverbright.com. An email is created, sent to CXone, and assigned to an agent. Once assigned, the agent follows the steps below.
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First, search Jira to see if the homeowner updated the address in a previously returned mail ticket. If so, the new ticket can be closed as a duplicate. |
An email comes into CXone.
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The subject line will be ‘Cancellations and Returned Mail’ with the attachment included.
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Click the attachment and download it.
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Open the attachment.
Note
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Access the homeowner’s job in Engine. Retrieve the homeowner’s email address from the Contact phase.
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Enter the homeowner’s email address in the Reporter field in the Jira ticket.
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the customer’s Contract ID, if available, and/or the customer’s name and address.
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Look the customer up in https://app.powerbi.com/groups/me/apps/65d8b4c0-228f-4fdd-827a-e716510e016e/reports/e21ad18e-c3e5-4114-9b62-5d9a98b2c367/ReportSection?ctid=a1681294-4857-4624-8d04-edaddb44ee26&experience=power-bi
Note the customer’s phone number and elevate the email to a phone call.
Click the ‘Phone’ icon to elevate, enter the customer's phone number, and change to the outbound skill to ‘Phone-Homeowner OB’.
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If the homeowner answers and states the address needs to be updated, update the homeowner’s mailing address.
If the homeowner states the address is correct, follow the steps for the homeowner says mailing address is correct.
If the homeowner does not answer, leave a voice message and follow the below steps:
Hello (Customer Name),
We are reaching out because a letter sent to you from EverBright was marked as undeliverable by the postal service. You will receive an email from EverBright. Please reply to this the email with your current mailing address so we can update our records. You can also reach our Homeowner Support team at 877-425-5201.
RegardsThank you,
(Agent Name)
No contact after 48 hours via e-mail
If a response is not received within 48 hours, call the homeowner at the number listed in the Contact phase in Engine.
We should attempt contact at least 3 times (phone and e-mail combined) before closing the ticket.
Use internal comments to notate each attempt to contact the homeowner.
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Click ‘Disposition’, use the ‘Returned Mail’ disposition, and enter your disposition notes.
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Click ‘Save & Close’
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Click ‘New’ at the bottom left.
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Type the homeowner’s email address in the address bar.
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Click ‘Email’.
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You HAVE TO use the ‘Email – Homeowner OB’ skill.
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The subject line must be: ‘EverBright Returned Mail Notification – (Customer Name)’
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Click on the ‘Quick Reply – Returned Mail’.
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Insert the customer’s name, and agent name, and click insert.
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The message gets inserted in the body of the email and click ‘Send’.
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Complete the disposition using the ‘Returned Mail’ disposition.
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Once the new email that you created has been completed, disposed of, and sent, click ‘End Email and Proceed’.
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UPDATING A HOMEOWNER’S MAILING ADDRESS
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