How to handle mail returned tickets

HOMEOWNER MAIL RETURNED TO EVERBRIGHT

In the event where mail is returned to EverBright as undeliverable by the postal service, a ticket is created in the EverBright Homeowner Support queue and assigned to an agent. Once assigned, the agent follows the steps below.

Note: If the returned mail notification is e-mailed to Support, the agent creates a linked ticket to communicate with the homeowner.

1. Access the homeowner’s job in Engine. Retrieve the homeowner’s e-mail address from the Contact phase.

2. Enter the homeowner’s e-mail address in the Request Participant’s field in the Jira ticket.

3. Copy and past the following script into a “Reply to Customer” ticket entry:

“Hi (Customer Name). We are reaching out because a letter sent to you from EverBright was marked as undeliverable by the postal service. Please reply with your current mailing address so we can update our records.

Thanks,

(Agent Name)

No contact after 48 hours via e-mail

1. If a response is not received within 48 hours, call the homeowner at the number listed in the Contact phase in Engine.

2. We should attempt contact at least 7 times (phone and e-mail combined) prior to closing the ticket. Only one attempt per day.

UPDATING A HOMEOWNER’S MAILING ADDRESS

Update Billing Address Request

HOMEOWNER SAYS MAILING 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. E-mail Account Servicing to advise we confirmed the mailing address with the homeowner.

4. Close the ticket.