Frequently Used Numbers
National Accounts Contact Information
Sears Service
Department | Use when customer: | Contact Information |
Sears
Service Line | All Sears assigned service orders: Appointments, Parts,
Installs, etc. | 501-255-1057 Option
#2 |
Sears
Paid Call | has any inquiry regarding a SHW Paid Call | |
Sears
25% Discount | is inquiring about Sears non-covered repair 25% discount
benefit under the SHW Plan | |
Sears
Parts Return | had parts shipped to their home and need to be returned to
Sears. |
Department | Use when customer: | Contact Information |
Sears Master
Protect Plan | wants to enroll or would like service under the Master Protect
Plan | 501-255-1057 Option
#3 |
Sears
Protect Home Warranty | wants to enroll or would like service under the Sears Protect
Warranty Plan | 501-255-1057 Option
#4 |
Additional Sears Scenarios
Department | Use when customer: | Contact Information |
Sears
Paid Call Recovery | refuses to pay RETENTION SKILL ONLY | 808-626-5591 |
Incident
Reporting Center (Sedgwick) | advises Sears Tech caused damage ONLY for Sears run
service jobs | 800-727-0121 |
General Electric (GE)
Company | Contact Information |
GE Service Customer Service GE as Service Provider | 800-626-8690 |
GE Appliances Answer Center Provide number to customer  DO NOT CALL | 800-626-2005 |
Goodman
Company | Contact Information |
Goodman Home Solutions | 844-401-0800 |
Whirlpool
Company | Contact Information |
Whirlpool Factory Service Mon-Fri 8AM-8PM EST | 877-559-2608  DO NOT provide number to customer |
CXone Cinch Department Transfer Skills
Department | Use | Skill | ||
Authorizations | ONLY transfer Service Providers | XFR-AUTH_General | ||
Authorizations: HVAC | ONLY transfer Service Providers | XFR-AUTH_HVAC_Replace | ||
Authorizations Specialists: BPO | Autho Technical Questions SUPERVISOR USE ONLY | AUTHSP_BPO | ||
Autho Specialists: Captive | Autho Technical Questions SUPERVISOR USE ONLY | AUTHSP_Captive | ||
Command Center | Call out - Schedule | WFM_Call-Out | ||
CS Non-Sears: Coverage | Non-Sears Coverage Questions |
| ||
CS Non-Sears: New Request | Non-Sears New Service Request | XFR-CS_BOB_New_Claim | ||
CS Non-Sears: Follow Up | Non-Sears Follow Up | XFR-CS_BOB_Claim_Status | ||
CS Sears: Coverage | Sears Coverage Questions | XFR-CS_Sears_Coverage_and_Elig | ||
CS Sears: New Request | Sears New Service Request | XFR-CS_Sears_New_Claim | ||
CS Sears: Follow Up | Sears Follow Up | XFR-CS_Sears_Claim_Status | ||
Customer Service: Spanish | Spanish CS | CS_Spanish | ||
Decision Desk | Denial Job Review AUTHORIZATIONS USE ONLY | AUTHSP_DecisionDesk | ||
Deductible Collection: Secure Agent Group | CS Secure Card Capture ONLY when all efforts fail during deductible collection
CS, Escalations, Autho, Parts, Support Services | XFR-CS_Payment | ||
Hours of Operation: Mon-Fri 8AM-10PM If outside these hours, review with a supervisor. | ||||
Escalations | Internal Reps ONLY BPO Partner guidelines below | XFR-Escalation | ||
IT Help Desk | System issues | SRV_Cinch_Service_Desk | ||
BPO Partner Escalations
Partner | Tier 1 (Agent Use Only) | Tier 2 High Priority (Tier 1 or Sup Approved Use Only) |
Collective Solutions | XFR-CS_T1ESC_Collective | XFR-Escalation |
Telus | XFR-CS_T1ESC_Telus | XFR-Escalation |
Qualfon | XFR-CS_T1ESC_Qualfon | XFR-Escalation |
Membership Services
Client | Call Types | Transfer Skill | Phone Number |
All | California Enrollments and Cancellations
All Progressive Customers (regardless of state) | XFR-RET_Onshore | x |
Hours of Operation: Mon-Fri 8AM-9PM, Sat 9AM-5:30PM | |||
3rd Party | Billing, Payments, Account Updates, | XFR-RET_Billing_NonSears | 800-474-4047 |
Cancellations | XFR-RET_Retention | ||
Hours of Operation: Mon-Fri 8AM-9PM, Sat 9AM-5:30PM | |||
HMS | All HMS Client Calls | XFR-ENR_TeleSales_Enroll | 800-247-3680 |
Hours of Operation: Mon-Fri 8AM-8PM | |||
Enrollment and Retention: Spanish | Spanish HMS enrollment | ENR_HMS_Spanish | x |
Spanish Enrollment | ENR_Spanish | ||
Hours of Operation: Mon-Fri 8AM-8PM | |||
Spanish Retention | RET_Spanish | x | |
Hours of Operation: Mon-Fri 8AM-9PM, Sat 9AM-5:30PM | |||
Sears | Billing, Payments, Account Updates | XFR-RET_Billing_Sears | 855-256-2467 |
Sales, Cancellations, Enrollment/ Upgrade | XFR-RET_Sears | ||
Hours of Operation: Mon-Fri 9AM-9PM | |||
TS&R Secure Agent Group | TS&R Secure Card or ACH Capture ONLY when all efforts fail during TS&R payment transactions | XFR-RET_Payment | x |
Hours of Operation: Mon-Fri 9AM-9PM If outside these hours, review with a supervisor. | |||
Warranty Numbers
Warranty | Phone Number | Email/Website |
Alternate Provider Option (APO) | x | For APO use ONLY! |
PO Box 810275 Boca Raton, FL 33481-0275 | ||
BYOP (Bring Your Own Provider) | 844-439-2636 |
|
Cinch Customer Service | 844-324-5688 |
|
Cinch Membership Services | 833-246-2424 |
|
Cinch Complete Home VIP CS | 844-324-5688 |
|
Electronic Protect (WarranTech) | 866-214-7009 |
|
Goodman: Enrollment | 844-838-0562 |
|
Goodman: Service Reports | 844-401-0800 | GoodmanHomeProtection.com |
HMS Customer Service | 800-432-1033 |
|
HMS Membership Services | 800-247-3680 |
|
HMS: Long & Foster | 877-710-5095 |
|
Home Protect (Freddie Mac) | 866-439-7710 |
|
Line Protect | 866-230-4983 |
|
Residential MD | 877-880-1634 |
|
Sam’s Club | 866-229-4584 |
|
Sears Home Warranty Support | 855-256-2467 |
|
SurgeProtect | 866-230-4983 | |
Total Protect/Systems Protect | 800-474-4047 |
|
TXU Energy: TXU Inquiries | 800-242-9113 |
|
TXU Energy: Claims | 866-243-8617 |
|
Weichert | 866-439-7768 |
|
Other Numbers/Emails
Other | Phone Number | Email/Website |
Accounts Payable: Service Providers | 800-778-8000 | |
Accounts Payable: Past Due Invoices | x | |
Accounts Payable: Internal Use Only | x | |
Accounts Receivable: HMS | x | |
Accounts Receivable: All Other | x | |
Appliance Buyline: Customer Service | 800-475-9679 |
|
Appliance Buyline: Ordering Assistance | 866-808-9274 |
|
Assurant (HIDR/ELR) L&F# HPI-030112 All Other # HPI-040114 | 800-559-8231 |
|
Authorizations | 800-331-7421 |
|
Cinch Corporate | 800-778-8000 |
|
Command Center | 877-880-1644 | |
Gift Card Inquiries | 866-642-7710 |
|
IT Help Desk | x | |
Language Translation Line Client ID 780223 | 866-874-3972 |
|
Legal DO NOT GIVE TO CUSTOMERS | x | legal@cinchhs.com |
Call Transfer Procedures
Related Articles
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 ...Deductible Payments: Secure Card Capture
To ensure PCI compliance, Cinch must securely collect customer payment information. Options will include using a Card on File (COF) or sending a secure card capture link to a customer so they can manually enter their card details. These options ...Coaching Feedback for BPO Partners
Cinch plays an important role in the development of our Third Party (BPO) agents by providing claim-specific coaching feedback. It is important to deliver such feedback in a timely manner so we can prevent errors that could have a negative impact on ...Call Transfer Procedures
There are 2 different ways to transfer a call, Warm Conference and Cold Transfer: Warm Conference: Agent stays on the line during the transfer in order to introduce the customer to the agent receiving the call and advise the agent of the situation. ...TS&R Payments: Secure Card Capture
To ensure PCI compliance, Cinch is introducing a new secure way to collect payment information. Options will include using a Card on File (COF) or sending a Secure Card Capture link to a customer so they can manually enter their card details. These ...