Recent Articles
TS&R Support
During your call to save the customer, if they advise they need help with a service job, based on the scenarios below you will contact either Customer Service, a Specialized Team at skill: TSR_TeleSales_Support, or for Case Management assistance: ...
Cinch Success Standards Two-Pager
Overview There are times when a service provider may ask for a document to help their technicians or office staff quickly understand the Cinch process. This two-page document provides that support by highlighting the key standards and expectations of ...
Replacement Deductible Outbound Call Flow
Replacement Deductible Outbound Call Flow Greeting “Hello, this is <Agent Name> calling from <Cinch Home Services/Sears Home Warranty> on a recorded line. May I please speak with <Customer Name>?” “Is this a good time to speak?” Call Reason & ...
Cinch P3 Real Estate Products 2026 - Year 0
The Real Estate Cinch P3 products will be available in April 2026. These plans provide CINCH customers with comprehensive, marketplace-leading coverage and are offered to both new and existing customers. Coverage and pricing may vary by region. ...
Winback
Purpose Use this process to complete Winback calls for previously canceled customers: determine eligibility, present the correct offer, comply with state regulations, and document outcomes accurately. You will be talking to customers who canceled due ...
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 ...
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 ...
Research Escalation: Creating Exception
The Research Escalation Exception is created when there is an escalated research request. Creating this exception notifies Parts Sourcing to review the request at a higher priority. This exception is ONLY to be created by Escalations, Authorization ...