Service Initiation
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 ...
Surcharge Collection
When collecting the Deductible/Service Call Fee, there will be an additional $10 Service Fee Surcharge added to each Service Request. Sears and Goodman warranties are excluded from the additional Surcharge Fee. On the Deductible pop-up, ...
Potential Recall: Customer Service
A Potential Recall is a Service Request on a product/item recently serviced, and the customer is reporting the same failure within the 180-day workmanship guarantee period (14 days for plumbing stoppages). Be sure to advise customer of potential ...
Plumbing & Electrical Grouping
Multiple items from either the plumbing trade or the electrical trade can be placed on the same trade service request within specific trade guidelines. For example, two outlets can be placed under the same request for one deductible. General ...
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 ...
Procure Vendor
Procure Vendor is used when a Service Professional cannot be located through the normal assignment process and a request must be sent to Dispatch to locate one. Advise the customer of the following script (does not need to be verbatim) Script ...
FIXD Repair: Customer Service
Cinch has recently acquired FIXD, a home warranty company, to further expand our service network and our customer base! Misdirected Call Handling Customer calls may be misdirected to Cinch Customer Service teams. Should you speak with a customer who ...
Additional vs Optional Coverage
Additional Coverage: Items that are covered under the base coverage, however, the customer has more of those items than the contract will address. Examples: 2 refrigerators, multiple HVAC units, etc. Optional Coverage: Items that are not covered ...
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 ...
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 ...
Service Professional Assignment Guidelines
This article outlines the Service Professional assignment logic and guidelines for use based on severity. Standard Severity The system will automatically attempt to assign the top-ranked SP with availability based on the details of the customers ...
Check Coverage
When creating a Service Request, agents should always verify that the customer has coverage for the item they are requesting service for. This can be done using the Check Coverage Bot in ServiceBench or using TIMX SCM. ServiceBench The Check Coverage ...
California Regulations
In compliance with Claims Regulations for California, all associates have been provided access to review the California Regulations. Below is a summary of the California Regulations, created by our Legal and Compliance Department to ensure that ...
Manual Assignment
Manual Assignment allows a Cinch Agent to force assign a Service Job to a specific Service Professional if needed. The Service Professional must be Active in our system in order to manually assign to them. ServiceBench and Zoho do not allow manual ...
Override Entitlement
Initiate Service on an Inactive Contract or Past-Due Account When a contract is inactive or expired the Initiate Service button is replaced with an Override Entitlement button. A Supervisor must complete the override prior to the Customer Service ...
Reimbursement Service Request
Find and Verify Customers/Contracts/Coverage There is a separate article for finding and verifying customers and contracts: Finding and Verifying Customers/Contracts/Coverage. Create a Reimbursement Service Request in ServiceBench Click New Job in ...
Preventative Maintenance Service Request
Sears Warranties Customers with Sears warranties are eligible for two preventative maintenance visits per year, within scheduled periods: Air Conditioning - Visit period February 1st to May 15th Heating System - Visit period August 1st to November ...