How to handle returned mail tickets

1 HOMEOWNER MAIL RETURNED TO EVERBRIGHT
2 UPDATING A HOMEOWNER’S MAILING ADDRESS
3 HOMEOWNER SAYS MAILING ADDRESS IS CORRECT

HOMEOWNER MAIL RETURNED TO EVERBRIGHT

If mail is returned to EverBright as undeliverable by the postal service, 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.

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.

The subject line will be ‘Cancellations and Returned Mail’ with the attachment included.

Click the attachment and download it.

Open the attachment.
- Note the customer’s Contract ID, if available, and/or the customer’s name and address.

Look the customer up in 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’.

DO NOT end or close the email!

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 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.

Thank you,

(Agent Name)

Click ‘Disposition’, use the ‘Returned Mail’ disposition, and enter your disposition notes.

Click ‘Save & Close’

Click ‘New’ at the bottom left.

Type the homeowner’s email address in the address bar.

Click ‘Email’.

You HAVE TO use the ‘Email – Homeowner OB’ skill.

The subject line must be: ‘EverBright Returned Mail Notification – (Customer Name)’

Click on the ‘Quick Reply – Returned Mail’.

Insert the customer’s name, and agent name, and click insert.

The message gets inserted in the body of the email and click ‘Send’.

Complete the disposition using the ‘Returned Mail’ disposition.

Once the new email that you created has been completed, disposed of, and sent, click ‘End Email and Proceed’.

UPDATING A HOMEOWNER’S MAILING ADDRESS

Update Contact Information Request [MyEverBright and Account Servicing Portal]archived

HOMEOWNER SAYS MAILING ADDRESS IS CORRECT

Confirm whether or not a unit number, direction, or other attribute is necessary.
Google the address to confirm it matches the job address and the satellite photo matches the roof.
Email Account Servicing to advise we confirmed the mailing address with the homeowner.
Close the ticket.