Fulfillment Request Procedure
Overview
These calls will be handled by the customer service agent and should not be transferred to Membership Services. If you are having an issue logging into TIMX SCM please see your supervisor for assistance.
Steps to Sending a Welcome Kit
Go into TIMX SCM, Click on Enrollment, and select HS Search Panel.
Copy and Ctl+V the homeowner’s contract number in the contract number field. Do not enter the extended number. Click Search from the top tool bar.
- Correct: 81254789
- Incorrect: 81254789.3
Double click on the customers address under the current contract year.
Click on the Menu Options icon
Click on Fulfillment Request
Click on the add icon at the top of the screen
Click on the second arrow beside address source code
Verify with the customer the address they want to send the fulfillment request to.
- (Example – Not verbatim) “Would you like me to send your fulfillment request to your property address we have on file?”
- If a fulfillment kit was request within the last 7 days, advise customer they should receive it within the next few days.
Click the property address and then Click Ok.
Click the save icon at the top of the screen
Click yes to Save , then click No to exit (you need to add your notes).
Click on the Menu Options icon
Click on the Comm History Log
Click on the add icon at the top of the screen
Fill out the Communication as follows: Source (Customer), Object (Customer), Type (Retention Customer Service) and Method (Phone).
Add your note, here is an example note (comments).
Select the correct Disposition Code by clicking on the arrow located next to the Disposition code box under the note field. Click on Fulfillment Request located in the pop up box. See the example in the screenshot below.
Click the save icon and click Yes.
Click the Exit Icon this will take you to the HS Panel form screen.
Update your notes in ServiceBench.
Helpful Links
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