Sears Home Warranty Support Chat Feature

Membership Services Retention agents can use Sears Chat to:

·       Determine paid call amount when it is NOT displayed in TIMX SCM or to verify the amount when the customer disputes (be sure to obtain the total amount paid by Sears).

·       Request the total amount paid during initial service call.

·       Relay information to Sears regarding cancellation of Sears Home Warranties.

·       To verify a customer's name or address if incorrect in our records

 

 Chat is the primary contact method used for these reasons during the hours of Monday through Friday, 9:00 PM to 6:00 PM EST.

 

Sears Chat Procedure

 

1.    Click here to open Sears Chat (opens in a new window).

When this link is clicked, sometimes prior to launching to the Sears Enterprise screen, an additional screen will display, "Does your product have a warranty?."  Select No.

 

2.    In the Sears Home Services chat box, Provide the required information to begin::

1.    Enterprise ID: your user name (example: sjones)

2.    Your Name

3.    Member Name: the customer's name

4.    Customer ID Number: the customer's phone number (enter as numbers only - no dashes or special characters allowed)

5.    Select the Reason for the Contact from the list of values:

§  Cancellations/Paid Call Fee

3.    Click the Start Chat button to begin the chat session.

1.    If there is a delay in response time, a message will appear on your screen that says Please wait for a Sears Customer Service representative to respond. This chat may be monitored or recorded for quality assurance purposes. Your average wait time is about X minutes.

2.    When connected, a chat window will open and display a message that says Welcome to Sears Customer Service chat support. You are now connected to <agent name>.

4.    Type your message in the Comments section of the chat window.  The Sears Customer Service representative's responses will appear under your comments.

5.    When the chat session is complete, click the End Chat button in the chat window.  A message will appear stating that the chat session has been ended.

·       The text of a chat session can be emailed or printed.  Click the Email or Print button in the chat window to perform either operation.

6.    Refresh your browser to access a new Sears Home Services chat box and begin a new chat session.

 

 

Chat Guidelines

·       Chat should only be used to verify paid call when the customer advises of a recent service call that is not listed

·       Amounts shown in the refund calculator are what should be communicated to the customer.  Associates should not be contacting Sears if an amount is present.  If a customer disputes the amount, the associate should build value and rebuttal the objections.  The customer can dispute directly with Sears when they receive the payment due letter

·       Chat should be the first method of contact.  Calls should not be made to Sears