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Jennifer Salazar (Unlicensed)

Jennifer Salazar (Unlicensed)

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Background: A contract holder, homeowner, an authorized person on behalf of the contract holder, r installer may contact support through a phone call or chat that will require the support agent to authenticate customer account information prior to proceeding with the interaction.

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Step

Action

1

  • Using the following table for suggested scripting based on type of customer and contact method prior to addressing the customer’s concerns to authenticate the customer account information from Engine Pipeline:

Note

A successful authentication requires at minimum 3 of the following geographic information items depending on the type of customers calling:

  • Homeowner:

    • Full Name - required.

    • Full Address- including City, State, and Zip Code

    • Phone number

    • Email address (If the above information cannot be verified)

    • EverBright Contract ID (If the above information cannot be verified)

  • Installer:

    • Full Name

    • Organization Name

    • Email address

  • Phone call

Homeowner

To be able to further assist you, please verify the following information:

  • Full Name

  • Full Address- including City, State, and Zip Code

  • Phone number

Info

If the above information cannot be verified, the following may be used as an alternative option:

  • Email address

  • EverBright Contract ID

Installer

To be able to further assist you, please verify the following information:

  • Full Name

  • Organization Name

  • Email address

  • Chat

  • Does the information provided in the text box by the customer match the customer account information from Engine Pipeline?

image-20230518-192431.png

  • If yes, proceed to Step 2

  • If NO, advise the customer the following depending on what information was not verifiable and the type of customer:

Homeowner

To be able to further assist you, please verify the following information as it is on your contract:

  • Full Name

  • Full Address- including City, State, and Zip Code

  • Phone number

  • Email address

Info

If the above information cannot be verified, the following may be used as an alternative option:

  • EverBright Contract ID

and proceed to Step 2

Installer

To be able to further assist you, please verify the following information as you are registered with your organization:

  • Full Name

  • Organization Name

  • Email address

and proceed to Step 2

2

  • Did customer verify at minimum 3 above geographic information items above?

    • If yes, proceed to Step 3

    • If no, proceed to Step 4

3

  • Authentication is successful so proceed with interaction, following appropriate SOP(s).

4

  • Advise the customer the following:

“Unfortunately, we are not able to validate the information you have provided so we are unable to proceed with your request. Please contact us back Monday - Friday from 6:00 am - 8:00 pm PST and Saturday from 8:00 am - 5:00 pm PST once you are able to verify that information.”

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