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Background: A contract holder, homeowner, an authorized person on behalf of the contract holder, installer, or sales representative 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.

Note

Authenticating the customer’s account information before proceeding with the interaction is REQUIRED for each phone call and chat interaction. This is part of your QA Evaluation Scoring for phone call and chat interactions.

Info

If caller is making a threat:

  • Full customer authentication is NOT required and

  • The following Threat SOP must be followed instead

Policy Overview

A successful authentication requires a minimum of 3

HOMEOWNER:

IF SalesForce is displaying the information in Record then validate ONLY the Full Name.

IF NOT; It is required to authenticate a minimum of 2 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

    by checking into the “Name & Address” Tab located in the Qualification Phasein Engine:

    • Full Name (Required)

    • Full Address (Including City, State and Zip Code)

    • Phone Number (If one of the above information items cannot be verified

    • Email Address (If one of the above information items cannot be verified)

    EverBright

    • Everbright Contract ID (If one of the above information items cannot be verified)

    Installer/Sales Representative - for existing job in Engine Pipeline

    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 or Homeowner Dashboard PowerBi for Beam customer:

      • Related table: Unable to locate contract in Engine Pipeline/Beam Customer

    Note
    Panel
    panelIconIdatlassian-note
    panelIcon:note:
    bgColor#FFEBE6

    INSTALLER/SALES REPRESENTATIVE (For existing Job in Engine Pipeline):

    Authenticate a minimum of 2 of the following geographic information items:

    • Full Name (Required)

    • Email Address (Required)

    • Organization Name (If Email Address cannot be verified

    • Email

    • The email needs to come from the same Email Address on record

    Note

    Email does NOT require two forms of authentication. The Only thing we will verify is if the email is coming from the same address on record.

    • Phone call

    Homeowner

    Info

    If an installer requests a 3-way call with the homeowner to complete WC, gather initial information such as installer’s name & organization, homeowner name, and homeowner’s property address for the WC. Complete homeowner authentication once the homeowner is on the actual call.

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

    • Full Name

    • Full Address - including City, State, and Zip CodePhone number

    Info

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

    • Phone number [if different from what populates in Salesforce]

    • Email address

    • EverBright Contract ID

    and proceed to Step 2

    Installer

    Note

    • If the installer’s concern is a general inquiry, not pertaining to an existing job in Engine Pipeline, full authentication is NOT required.

    Info

    If an installer requests a 3-way call with the homeowner to complete WC, gather initial information such as installer’s name & organization, homeowner name, and homeowner’s property address for the WC. Complete homeowner authentication once the homeowner is on the actual call.

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

    • Full Name

    • Email Address

    Info

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

    • Organization Name

  • Email address

    • and proceed to Step 3

    • Chat

    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 [if different from that was entered in the pre-chat form]

    • 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:

    • Phone number [if different from that was entered in the pre-chat form]

    • Email address [if different from that was entered in the pre-chat form]

    • EverBright Contract ID

    and proceed to Step 2

    Installer/Sales Representative

    Note

    If the installer/sales representative concern is a general inquiry, not pertaining to an existing job in Engine Pipeline, full authentication is NOT required.

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

    • Full Name [if different from that was entered in the pre-chat form]

    • Email Address

    • Organization Name

      • Email address
    Info

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

    • Organization Name [if different from that was entered in the pre-chat form]

    and proceed to Step 3

    2

    • Did customer verify the geographic information items above?

      • If yes, advise the caller the following and proceed to Step 4

        • English:

          “Thank you for verifying that information, I will gladly assist you today.”

        • Spanish:

          “Gracias por verificar la información, estaré encantado de ayudarle hoy.”

      • If no, proceed to Step 5

    3

    Note

    • If the installer/sales representative is impersonating/logging in as/sharing login as an administrator/admin and has access to the specific job/phase, OK to proceed with the interaction.

    • Does installer/sales representative have access?

      • If yes, proceed to Step 4

      • If no, proceed to Step 5

    Info

    Reminder: NOTE: You can verify if the rep has access to a specific job by impersonating them in Engine (Click Here to see how)

    • However Be sure to update your ‘Log In As’ back to EverBright Admin after the interaction is completed.

    4

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

    5

    • Advise the customer the following:

      • If contract holder, homeowner, an authorized person on behalf of the contract holder: “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.”

      • If installer/sales representative:

    “Unfortunately, we are not able to validate the information you have provided having access to this specific [job, job phase] 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 with your organization administrator.”

    ...