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Recent Articles
Claim Credit: Portable Unit & Mini Fridge Approval
When the following guidelines are met, escalations agents can offer the customer a claim credit for a portable air conditioner, portable heater, or mini fridge: The job must already qualify as a Medical Emergency The Service Report confirms this is a ...Decision Desk Note Template
Notation is extremely important for the Decision Desk process. Writing understandable and clear notes is required to help the agents that come behind you know what is happening in the job in order to relay accurate information to the customer. Note ...Decision Desk
Agents are required to call the Decision Desk when the Agent or Service Provider feels that the job should be denied. DO NOT call the Decision Desk if there is a long hold for a specialist. This line needs to remain open for all recommended denials ...PCI Compliant TS&R: Secure Card Capture
To ensure PCI compliance, Cinch has multiple options to securely capture payment information. Options available to be used in the following order: Card on File (COF) Secure Card Capture link sent to the customer Manual Capture - Verbally taking card ...Updating SJ Sub-Statuses: Cinch Orders
When Cinch is supplying parts, agents should be sure that the SJ Sub-Statuses are correctly updated based on the Part Line Status. Making sure these are updated correctly improves Sub-Status accuracy as well as helping to ensure any SMS ...
Popular Articles
Goodman Home Warranty
Cinch and Goodman have partnered to offer Goodman customers a customer centric home warranty program, branded Goodman Home Warranty. Goodman will also send out their own technicians to service specific appliance brands, only in the specific zip codes ...Parts Procurement Note Template
These Note Templates are used when a Parts Procurement job needs to be created due to Sears, GE, or Whirlpool not being able to locate the needed part, the part was NLA through their suppliers, or are recommending a replacement. Customer Service ...Customer Service Note Templates
Use the below Note Templates for Service Initiation, General Inquiries, and Follow Up Calls. Scenario ServiceBench Field Note Type Note Template Warranty Service Request Description N/A Warranty/Repair Service Request Preventative Maintenance Service ...Part Line Statuses
When a customer calls in to follow up on the status of an ordered part/replacement, the agent will need to review the Service Job to verify where the part is coming from, if it has been ordered yet, and if there is an ETA to give. Who is supplying ...GE Appliance Service Requests
Cinch has entered into a partnership with GE to better service our customers. GE will service our customer's GE brand appliances, which means that they will benefit by being served by only the highly trained, registered, GE Technicians and enjoy ...