Potential buyers looking to tour our homes are referred to as customers in this section. Follow the steps outlined below to verify and provide access for each type of customer.
Note: Confirm which market they are in, customers can only tour on their own in Buy with Opendoor (BwOD) markets.
New customer: A new customer is a customer who is visiting an Opendoor property for the first time, they might have had an issue when verifying through the app and will probably not have a profile.
Returning Verified Customer: Has an existing profile when you look up their phone number, home access status is set to Allow.
Duplicate profiles: If you encounter duplicate profiles for the same phone number, escalate to #identity-escalations. Provide the link to both profiles.
Confirm Full Name
"Prior to providing access, I will need to verify a few pieces of information. First could you provide the spelling of your full name?"
Confirm Spelling
"Thank you, I have that as [repeat customer name, spelling it out] Is that correct?"
Confirm Email
Next, could you please provide me with your email?
Real Estate Agent Status
"Are you working with an agent"?
Source
"How did you happen to find this home"?
Financing
"Great! And might I ask where you're with financing?"
Moving
"Do you have a specific moving timeline?"
If you find any red flags, stop verification, deny access and escalate to T&S.
"Thank you for confirming your information"
If once you save this information the profile is set to 'Allow', or 'Requires Verification' you can proceed with scheduling the appointment or providing access.
If the status is Requires Verification, you can proceed but must escalate to T&S. You do not have to wait to hear back from T&S to schedule the appointment or provide access. If T&S follows up with you requesting more information from the customer, acknowledge the message with a checkmark emoji but you do not have to contact the customer. T&S will leave a note in the customer's profile in Admin, so when the customer calls back at another time, the operator should review the note and request that information from the customer to complete the verification.
Do not provide access if the customer is set to Deny.
Providing Access:
If scheduling an appointment: "I'd be happy to schedule an appointment for [reference address]"
If at the property: "Are you in front of the door now? I will attempt to unlock it for you"
Remote unlock first - if it isn't working, ask the customer to pull the door towards them.
Send the code via SMS as a second option.
Troubleshooting options if they still have issues entering
Ending Message: "I hope you enjoy your visit"
Other common questions:
Are there any offers on this home? (Active offer Check training Coming Soon)
General questions about Opendoor
If reporting an issue, click on the 'Issue Reporting' tab, at the top of this page.
Make sure to notate the account with your answers.
If you have to escalate to the XA team:
Verbiage if there’s no current wait time: “I’d be happy to get you this information. I can either transfer you over to our Customer Support team immediately or have them send you a text message response. Which would you prefer?”
Verbiage if there is a current wait time: “I’d be happy to get you this information by transferring you to our Customer Support team. There’s currently an approximate wait time of [insert wait time] minutes. I can also offer a callback or a text back if you prefer not to wait on the line. Which would you prefer?”
Reconfirm Customers Full Name: "Can you provide me your full name, please?"
Confirm Phone Number: "Is this number (xxx) - xxx - xxxx still your primary number?
Successful Verification
Providing Access: Thank you for confirming your information
Check for previous notes in Admin from T&S requesting any information to be provided or re-verified, then escalate to #identity-escalations
If the profile is set to 'Allow', or 'Requires Verification' you can proceed with scheduling the appointment or providing access.
If the status is Requires Verification, you can proceed but must escalate to T&S. You do not have to wait to hear back from T&S to schedule the appointment or provide access. If T&S follows up with you requesting more information from the customer, acknowledge the message with a checkmark emoji but you do not have to contact the customer. T&S will leave a note in the customer's profile in Admin, so when the customer calls back at another time, the operator should review the note and request that information from the customer to complete the verification.
Do not provide access if the customer is set to Deny.
If scheduling an appointment: "I'd be happy to schedule an appointment for [reference address]"
If at the property: "Are you in front of the door now? I will attempt to unlock it for you"
Remote unlock first - if it isn't working, ask the customer to pull the door towards them.
Send the code via SMS as a second option.
Troubleshooting options if they still have issues entering
Ending Message: "I hope you enjoy your visit"
Other common questions:
Are there any offers on this home? (Active offer Check training Coming Soon)
General questions about Opendoor
If reporting an issue, click on the 'Issue Reporting' tab, at the top of this page.
If you have to escalate to the XA team:
Verbiage if there’s no current wait time: “I’d be happy to get you this information. I can either transfer you over to our Customer Support team immediately or have them send you a text message response. Which would you prefer?”
Verbiage if there is a current wait time: “I’d be happy to get you this information by transferring you to our Customer Support team. There’s currently an approximate wait time of [insert wait time] minutes. I can also offer a callback or a text back if you prefer not to wait on the line. Which would you prefer?”