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Background:
A homeowner can contact support to update their contact information. If it is pre-M3, the support agent can update the homeowner's contact information. Post M3 only, the homeowner can update their own contact information through https://myeverbright.com/dashboard. The request can also come via email from Account Servicing.
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Account Servicing does not create the customer account in their system until M3 has been approved. If a customer wishes to update their contact information and they are post M2 and pre-M3 approval, they will need to wait until after M3 approval to do so. |
If the support agent needs to transfer the customer to Account Servicing:
Homeowners must be M3 approved prior to transferring to Account Servicing. Otherwise, Account Servicing will not have a record of the account since they are not yet booked.
Verify you are speaking with the homeowner prior to completing WARM TRANSFERS to Credit & Title and Account Servicing.
Spanish-speaking homeowners needing assistance from Account Servicing require translation from the EverBright agent.
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DO NOT TRANSFER calls to Account Servicing or Omnidian unless M3 has been approved. |
A. Summary: Homeowner contact updates - [Homeowner’s Name]
B. Description: Homeowner Name, Job Address, and Job URL – and summary of their concern
C. Request Type: Account Management
D. Reporter: Enter the homeowner’s preferred email address
E. Support Channel: Email + (Phone/Chat if Applicable)
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)
Request Type: Account Management
Close the ticket
No further communication with Account Servicing is required
Update the homeowner contact information through MyEverBright
contract holder, homeowner, or an authorized person on behalf of the contract holder may contact support through a phone call, chat, or email requesting to change/update contact information. This request can also be received via email from Account Servicing. The following contact information could be updated:
Email
Phone Number
Billing address
Table of Contents
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Process Overview
Step | Action | |||||||||||||||||||||||
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1 | Who is requesting the update/change? | |||||||||||||||||||||||
IF | THEN | |||||||||||||||||||||||
| Proceed to Step 3 | |||||||||||||||||||||||
| Proceed to Step 2 | |||||||||||||||||||||||
2 |
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3 | Use the following table to determine outcome based on M3 status: Related SOP Table: How to verify if M3 has been approved | |||||||||||||||||||||||
IF | THEN | |||||||||||||||||||||||
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Important:Account Servicing will NOT have an account for the customer until AFTER M3 has been approved. Response: We are unable to update your information until your account is active and has been fully approved. Your account will not be created with the billing department until after your account has been fully approved. and proceed to Step 5 | |||||||||||||||||||||||
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4 | Use the following table to update contact information via MyEverBright Portal
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5 | Was the customer’s concern(s) resolved?
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Updating the homeowner contact information through MyEverBright Portal
Step | Action |
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1 |
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Updating the homeowner's name through MyEverBright Portal
Step | Action | |
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1 | Check if there are multiple contracts for the homeowner. | If yes, be sure that the correct contract was signed with the correct spelling of the customer's name. If not, a NCCO would need to be completed and go to Step 2. If no, go to Step 2 |
2 | Tag Ryan Izuno in the ticket. | He will update the homeowners name in the portal. |
Auto-Generated Ticket in the EBH Queue
REPLY TO ACCOUNT SERVICING ONLY IF THE HOMEOWNER SUBMITTED THE REQUEST - OTHERWISE CLOSE THE TICKET
Step | Action |
|---|---|
1 | A. Summary: Homeowner contact updates - [Homeowner’s Name] B. Request Type: Account Management C. Reporter: SolarCustomerSupport@accountservicing.com D. Support Channel: Email E. Send the below note to Account Servicing: |
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Hello, Per the homeowner’s request, we’ve updated their contact info as follows: ( |
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Include contract holder’s name, |
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address, and |
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what was updated/changed: phone number, email, and/or billing address). Please update your system of record and confirm when complete. [Agent Name]
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Email to customer
Step | Action |
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1 | A. Summary: Homeowner contact updates - [Homeowner’s Name] B. |
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Support will request confirmation that the billing address has been updated with account servicing.
When you are Closing the tickets
Description: Homeowner Name, Job Address, and Job URL – and summary of their concern C. Request Type: Account Management D. Reporter: Enter the homeowner’s preferred email address E. Support Channel: Email + (Phone/Chat if Applicable) F. Add: Organization G. Respond to Customer: Hi [Customer Name], We’re working on your request. We will let you know once it is complete. Regards, [Agent Name] |
Closing the tickets
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Step | Action |
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1 |
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A. Resolution: Done B. Resolution Type: Account Management C. Platform Area: Account Management |
Removing a Homeowner from the Portal
Step | Action | |
|---|---|---|
1 | If a homeowner would like to be removed or deleted from the Homeowner Portal. | Create a Jira ticket and include:
Go to Step 2 |
2 | Once all the information has been collected tag Ryan Izuno in the ticket. | After Ryan responds the request has been completed, close the ticket. |