Customer Authentication Policy

Background: A contract holder, homeowner, an authorized person on behalf of the contract holder, installer, or sales representative may contact support through a phone call or chat that will require the support agent to authenticate customer account information prior to proceeding with the interaction.

Authenticating the customer’s account information before proceeding with the interaction is REQUIRED for each phone call and chat interaction. This is part of your QA Evaluation Scoring for phone call and chat interactions.

Policy Overview

Step	Action
1	Using the following table for suggested scripting based on type of customer and contact method prior to addressing the customer’s concerns to authenticate the customer account information from Engine Pipeline: A successful authentication requires a minimum of 3 of the following geographic information items depending on the type of customers calling: Homeowner: Full Name - required. Full Address- including City, State, and Zip Code Phone number Email address (If one of the above information items cannot be verified) EverBright Contract ID (If one of the above information items cannot be verified) Installer/Sales Representative - for existing job in Engine Pipeline: Full Name Organization Name Email address
	Phone call	Homeowner To be able to further assist you, please verify the following information: Full Name Full Address- including City, State, and Zip Code Phone number If the above information cannot be verified, the following may be used as an alternative option: Email address EverBright Contract ID and proceed to Step 2
	Phone call	Installer If the installer’s concern is a general inquiry, not pertaining to an existing job in Engine Pipeline, full authentication is NOT required. To be able to further assist you, please verify the following information: Full Name Organization Name Email address and proceed to Step 3
	Chat	Does the information provided in the text box by the customer match the customer account information from Engine Pipeline? If yes, proceed to Step 2 If NO, advise the customer the following depending on what information was not verifiable and the type of customer:
		Homeowner To be able to further assist you, please verify the following information as it is on your contract: Full Name Full Address- including City, State, and Zip Code Phone number Email address If the above information cannot be verified, the following may be used as an alternative option: EverBright Contract ID and proceed to Step 2
		Installer/Sales Representative If the installer/sales representative concern is a general inquiry, not pertaining to an existing job in Engine Pipeline, full authentication is NOT required. To be able to further assist you, please verify the following information as you are registered with your organization: Full Name Organization Name Email address and proceed to Step 3
2	Did customer verify the geographic information items above? If yes, proceed to Step 4 If no, proceed to Step 5
3	Verify if the installer/sales representative has access to the specific job/phase using the following table: How to verify if installer/sales representative has access to a job/phase in Engine Pipeline Does installer/sales representative have access? If yes, proceed to Step 4 If no, proceed to Step 5 Reminder: Be sure to update your ‘Log In As’ back to EverBright Admin after the interaction is completed.
4	Authentication is successful so proceed with interaction, following appropriate SOP(s).
5	Advise the customer the following: If contract holder, homeowner, an authorized person on behalf of the contract holder: “Unfortunately, we are not able to validate the information you have provided so we are unable to proceed with your request. Please contact us back Monday - Friday from 6:00 am - 8:00 pm PST and Saturday from 8:00 am - 5:00 pm PST once you are able to verify that information.” If installer/sales representative: “Unfortunately, we are not able to validate the information you have provided having access to this specific [job, job phase] so we are unable to proceed with your request. Please contact us back Monday - Friday from 6:00 am - 8:00 pm PST and Saturday from 8:00 am - 5:00 pm PST once you are able to verify that information with your organization administrator.” Enter disposition notations and Stop.

How to verify if installer/sales representative has access to a job/phase in Engine Pipeline

Step	Action
1	Log into Engine Pipeline and locate customer’s contract the caller is inquiring about
2	Click on ‘More Options’ at the top right-hand corner Screenshot Click on ‘Log In As’ Screenshot
3	Input Organization and User information of installer/sales representative Click on ‘Log In’ Screenshot
4	Verify screenshots below to determine if user has access to specific job/phase Access to all phases - none of the phases are grayed out Access to some phases - some of the phases are grayed out No access to phase - blue information box