Recent Articles
MyAccount: Customer Registration
If speaking to a customer that has not registered for MyAccount yet, be sure to give them the contract specific URL so they are able to register. Cinch Warranties: https://my.cinchhomeservices.com Sears Warranties: https://my.searshomewarranty.com If ...
Creating Zoho Call Back Tasks
Call Back Exceptions/Tasks are created when a customer is requesting to speak to someone higher up, however there is nobody available to take the call at that time. The agent will then create a Call Back Exception in ServiceBench or a Call Back Task ...
CXone Softphone
CXone is our Softphone application used for calls, queue monitoring, reporting, quality management, and more. If using Zoho you must be in the New Version of Zoho, if you are not you will see the button below: Launch CXone and Log in Use the CXone ...
PCI Compliant: Deductible Secure Agent Payment Group
To ensure PCI compliance, Cinch must securely collect customer payment information. Utilize available payment options in the following order: Payment using Card On File (COF) Secure Card Capture Link by Text or Email - Used real time while on the ...
Duplicate Deductible Charge
If a customer calls in advising they were charged the deductible twice, review both ServiceBench and TIMX SCM to verify the information before refunding one of the deductibles. TIMX SCM Pull up customers account in TIMX SCM. Click the Menu Options ...
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 ...