National Service Alliance (NSA) - Profiles
Overview
DO NOT assign NSA for any Appliance installations.
National Service Alliance (NSA), a national aggregator of appliance service companies, has been added to our Service Provider network. They provide warranty service in mostly rural areas, which will increase our territory coverage significantly. This translates into shorter cycle times for customers.
Dispatching Jobs to National Service Alliance
All jobs being dispatched to NSA (700006732) should be done using the scheduling calendar, including each job for a multiple item request. If there is no calendar availability for the date you are looking for, do not force book – search for a different date, or choose a different service provider.
Do Not Manual/Force Book any appointments to NSA or Sears!
Remember: Event Type is updated to Multi-Item for all additional jobs/items of the same trade, but the Event Type of first job should remain as Standard since the service provider needs to collect the deductible on that job.
NSA will then assign a specific service company within their network. The homeowner will receive an email of the assigned Service partner along with their contact information.
Once the Service Job is assigned a specific service company by NSA, a job Comment will be entered by NSA to the existing job to provide Cinch with the name and phone number to contact the service provider directly.
Please advise homeowners that the assigned Service Partner will be reaching out to schedule an appointment. This name and phone contact can be provided to homeowners who may experience scheduling concerns.
Mandatory: Allow up to 24 hrs. to for this information to be updated in ServiceBench.
Do not attempt to contact or provide the homeowner the phone number listed in the NSA profile for updates or inquiries - it is a recording.
Active Profiles
NSA Profile (Account Number - 700006732)
DO Not Submit Claims against NSA Jobs that are dispatched to this profile.
- Like Sears; NSA’s claims are uploaded in batches daily.
- If no claim has been submitted by NSA for their charges yet, and you submit/approve a claim against the job, it will result in a Rejected claim when their claim is submitted.
NSA Parts Procurement Profile (Account Number - 700008026)
- Created for Claims to be submitted for Replacement Equipment or Claim Credit Buyouts by TSS or Authorizations.
Service by NSA
Once NSA has been to the home, they will typically supply all parts for the repair.
There are rare occasions where they are unable to source the part themselves, and in those instances, we will attempt to source the parts in our Shopping Cart or Parts Portal. In those instances, it is imperative that the parts be shipped to the customer address.
National Service Alliance Labor Rates:
If the repair costs are projected to be below their $400 pre-approved limit, they will proceed with the repairs and will communicate directly with the customer. (i.e.; labor + parts, minus deductible)
If the repair costs are estimated to exceed the $400 pre-authorization limit, they will submit an estimate to Cinch via their portal and a notification/alert is received via email. (i.e.; labor, plus parts, minus deductible)
These estimates are reviewed by the Client Support Services Team in the NSA portal and are finalized by that team. Once the estimate/pre-auth requests are finalized, the job in ServiceBench is updated, including the claim decision.
Contacting NSA
In order to communicate with NSA, you can submit a “Public with Email” Job Comment. NSA will see the note in their portal.
All notes from NSA will appear in the Service Job Comments.
Example:
Reminder: NSA is also unable to view Job Escalations created by Cinch.
NSA Note Statuses
NSA will enter job comments notes with the prefix – NSA UPDATE. These status updates are entered for the following reasons.
Authorizations Calls
Agents should never approve an NSA estimate over the phone directly with the provider because it bypasses the automated process and systems in place to notify all stakeholders, process part orders, create status updates, etc.
Please note that NSA Service technicians should not be calling into Authorizations for approvals. Please redirect them to submit the service report through the NSA portal.
Sealed System Repairs
There are scenarios where we’ve dispatched a Refrigerator Job to NSA and the initial company diagnosed a sealed system failure, but they were not able to undertake the necessary repairs. In those instances, follow the steps below.
- Confirm whether the technician collected the deductible and note the existing job.
- Add a New Service Job to the Service Order.
- Update the Product Status to Recall, (if the deductible was collected by the previous tech)
- Assign it to National Service Alliance again (using the Calendar)
- Update the Problem Description text field to include “Sealed System repair diagnosed by previous technician – deductible collected”
This will ensure that a properly skilled tech is dispatched to perform the necessary sealed system repairs.
Do not Reassign the initial job in these instances. The initial job assigned to NSA will need to stay open so they can still be paid for their diagnostic visit.
Helpful Links
Related Articles
IVR Service Request
Customer are able to place Service Requests using the Interactive Voice Response system (IVR). When all required information and entitlement passes: The Service Order and Service Job will show in ServiceBench to include the appointment selected by ...Service Locator
While creating a Service Job in ServiceBench, if there are no Service Professionals showing availability on the calendar, the agent must then perform a radius search of all Service Professionals within 25 miles of the customer's zip code. This search ...Warranty Service Request
When a customer calls in to request service on an item in their home that is failing, a Service Request is created. Processes Zoho Locate the customer's account using either the link on the CTI pop-up of the find/search functions. On the Customer ...Sears on Sears Service Request
When a Sears customer requests service for an appliance, Sears will be the only Service Provider presented for dispatch in the zip codes they service. Process Zoho When creating a Service Request for a Sears Home Warranty customer, Zoho will ...Reschedule Service Appointment
Overview This procedure is used when we need to facilitate rescheduling a service appointment for a customer or Service Provider. Reschedule Service Appointment Procedure Locate and verify the customer record using the Customer Search and ...