How to Handle Returned Mail

1

An email comes into CXone SF Agent.

• Click ‘Accept’ to take on the assignment.

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Open

 

• After clicking on accept, you can view the body of the email including the attachment.

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Open

 

2

Download the attachment in the email.

• Click the attachment to download it.

• Click on the downloaded file to open the attachment.

3

Open the attachment.

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

4

Use the Global Search to retrieve the customer’s account.

• Type in the account identifier provided in the document in the global search.

Note: You can search for a customer using the below account identifiers:

• Name

• Contract ID

• Email Address

• Phone Number

5

Elevate the email to a call.

• Click on the '+' sign to elevate to call.

6

Call the homeowner.

• A dial pad will pop up.

• Enter the homeowners phone number, change the outbound skill to ‘Phone-Homeowner OB’, and click on ‘Call’.

If the homeowner answers and states, the address needs to be updated.

Update the homeowner’s address.

Refer to Update Contact Information Request [MyEverBright and Account Servicing Portal] | Updating the homeowner contact information through MyEverBright Portalarchived

If the homeowner states, the address is correct.

1. Confirm whether or not a unit number, direction, or other attribute is necessary.

2. Google the address to confirm it matches the job address and the satellite photo matches the roof.

3. Email Account Servicing to advise we confirmed the mailing address with the homeowner.

4. Close the email.

If the homeowner does not answer.

Leave a voice message.

English:

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)

Spanish:

Hola (nombre del cliente),
Nos estamos contactando con usted porque el servicio postal marcó una carta que le envió EverBright como no entregable. Recibirá un correo electrónico de EverBright. Por favor responda al correo electrónico con su dirección postal actual para que podamos actualizar nuestros registros. También puede comunicarse con nuestro equipo de atención al propietario al 877-425-5201.
Gracias,
(Nombre del agente)

7

Send an outbound email to the customer and notate the call.

1

Ensure that the name is the same as the customer’s name on the account.

• Click on ‘Call’.

• Enter appropriate notes based on the call outcome and click ‘End’.

1

Ensure that the name is the same as the customer’s name on the account.

• Click on ‘Call’.

• Enter appropriate notes based on the call outcome and click ‘End’.

2

Send a follow up email.

• Click on ‘Forward’ from the email.

• Enter the Homeowner’s email address.

• Click on ‘Show Quick Replies’.

  • Click on the ‘Quick Reply – Returned Mail’.

• Enter the customer’s name, and agent name.

• Click ‘Send’.

3

Complete the disposition notes and ‘Send’.

• Select the ‘Returned Mail’ disposition.

• Enter disposition notes.

• Click ‘Save’.