APO: Customer Service

APO: Customer Service

When the "Alternate Provider Option" (out-of-network) is utilized, the Dispatch Team will attempt to reach the customer to explain the process. If the customer cannot be reached, the agent will leave a voicemail, send an email with instructions, and assign the job to Alternate Provider Option. The customer email will instruct them to contact Cinch at the phone number in their Welcome Kit.

If the customer calls, the Customer Service Agent will:
  1. Review the job and notes entered by the Dispatch Team.
  2. Reiterate the guidelines from the Customer Instructions and ensure the customer received the emailed instructions.
    1. If the customer did not receive the instructions:
      1. Verify the email address on file and correct if needed
      2. Ask the customer to check their spam and/or junk mail folders
      3. To Email the customer instructions again, select the appropriate tile on the operations portal and enter the customer's information:

      4. Enter a Mail Correspondence Request Form for the instructions to be sent by Mail and for Hawaii PM requests. 
  3. If the customer refuses the Alternate Provider Option, the Customer Service Agent will:
    1. Reassign the job to Procure Vendor and the Dispatch Team will handle accordingly.
    2. Document what transpired on the call (acceptance/denial) in the Service Job Comments.
Reminders:
  1. Customer Service Agents are not to offer the Alternate Provider Option to the customer. The decision to offer this option is at the discretion of the Dispatch Team.
  2. Supervisors may authorize APO after hours (5PM-7AM EST) and on weekends for priority items when all efforts to locate an in-network provider have failed. (HVAC, Water Heater, Refrigerator)
  3. Customer Service Agents should not call any other departments (Authorizations, Dispatch, Escalations) and ask them to offer the Alternate Provider Option on their behalf.
  4. If estimate for Heating and A/C is $500 or less, or $300 or less for all other trades the customer is authorized to have their service professional complete the repairs prior to sending in documentation.

Support Services 

Full Documentation and Paid Invoice Received:
  1. If approved, Support Services will send the customer an Offer Email.
  2. The customer can respond by choosing to receive their payment by Check or Electronic Transfer.
  3. Support Services will make multiple attempts to reach the customer to accept the offer.
  4. After failed attempts to obtain a response, an email will be sent advising the payment is being processed by check and the service job will be completed.

Documentation received without a paid invoice:
  1. If approved failure documented without proof of payment, an Offer will be emailed to the customer.
  2. Multiple attempts will be made to obtain a paid invoice to process a reimbursement.
  3. If unable to obtain proof of payment an email will be sent advising the service job will be closed.
  4. The customer may send in their finalized paid invoice to supportingdocuments@cinchhs.com at anytime and Support Services will review and process their reimbursement.

APO scenario communication examples below:

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