HOMEOWNER MAIL RETURNED TO EVERBRIGHT
In the event that 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.
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.
Note: If the returned mail notification is emailed to Support by Account Servicing, the agent creates a linked ticket to communicate with the homeowner.
Access the homeowner’s job in Engine. Retrieve the homeowner’s email address from the Contact phase.
Enter the homeowner’s email address in the Reporter field in the Jira ticket.
Reply to the customer:
Hello (Customer Name),
We are reaching out because a letter sent to you from EverBright was marked as undeliverable by the postal service. Please reply to this email with your current mailing address so we can update our records. You can also reach our Homeowner Support team at 877-425-5201.
Regards,
(Agent Name)
No contact after 48 hours via e-mail
If a response is not received within 48 hours, call the homeowner at the number listed in the Contact phase in Engine.
We should attempt contact at least 3 times (phone and e-mail combined) before closing the ticket.
Use internal comments to notate each attempt to contact the homeowner.
Only one attempt per day.
UPDATING A HOMEOWNER’S MAILING ADDRESS
Update Contact Information Request [MyEverBright and Account Servicing Portal]
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.