1

• Homeowner will contact support regarding an email from EverBright about a savings analysis.

2

• Authenticate the customer based on the Authentication Policy

3

• Once validated, check if the customer is on the “Participating Homeowners” List

IF YES:

• Go to the Reference Case Number linked to the homeowner

• Check for the PDF attachment included in that case

  • This PDF document should reflect the Email we have sent

    • Is the Email including the subject “We Received Your Feedback and Want to help”?

      • IF YES: Go to Step 4

      • IF NOT: Continue assisting the customer with their concerns and stop following this process

IF NOT:

• Continue assisting the customer with their concerns and Stop following this process

4

• Let the customer know that you have checked their account and found an Email we sent with the subject line “We received your feedback and want to help”

  • Ask if the call is about scheduling an appointment

IF YES:

• Go to Step 5

IF NOT:

• Continue assisting the customer with their concerns and stop following this process

5

• Let the customer know that you would be happy to assist with scheduling an appointment

• Navigate to the Calendar tab in Teams

• Click on New Meeting

• Type “Commitment” as the title

• Add the Name and Address of the homeowner in the Notes Section below

6

• Then Click on “Scheduling Assistant”

7

• Make sure the Time zone is selected as “Eastern Time (US & Canada)”

8

• Click on the “Add required Attendees” and add Either

  • Ivette Villegas or

  • Santiago Castilla Espinoza

9

• Finally, go back to the Reference Case Number related to this homeowner and assign the case to either Ivette Villegas or Santiago Castilla Espinoza (depending on who you are scheduling)