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 Service Providers |
XFR-AUTH_General |
|
Authorizations: HVAC |
ONLY Service Providers |
XFR-AUTH_HVAC_Replace |
|
Authorizations Specialists: BPO |
Technical Questions SUPERVISORS ONLY |
AUTHSP_BPO |
|
Authorizations Specialists: Captive |
Technical Questions SUPERVISORS ONLY |
AUTHSP_Captive |
|
Command Center |
Call Out-Schedule |
WFM_Call-Out |
|
Customer Service: Non-Sears Coverage |
Non-Sears Coverage Questions |
XFR-CS_BOB_Coverage_and_Elig |
|
Customer Service: Non-Sears New Request |
Non-Sears Service Initiation |
XFR-CS_BOB_New_Claim |
|
Customer
Service: Non-Sears |
Non-Sears Follow Up |
XFR-CS_BOB_Claim_Status |
|
Customer Service: Sears Coverage |
Sears Coverage Questions |
XFR-CS_Sears_Coverage_and_Elig |
|
Customer Service: Sears New Request |
Sears Service Initiation |
XFR-CS_Sears_New_Claim |
|
Customer Service: Sears Follow Up |
Sears Follow Up |
XFR-CS_Sears_Claim_Status |
|
Customer Service: Spanish |
Spanish Customer Service |
CS_Spanish |
|
Hours of Operation: Mon-Fri 9AM-6:30PM |
||
|
Decision Desk |
Denial Job Review AUTHORIZATIONS ONLY |
AUTHSP_DecisionDesk |
|
Deductible Collection: Secure Agent Group |
CS Secure Card Capture ONLY when all efforts fail during deductible collection. |
XFR-CS_Payment |
|
Hours of Operation: Mon-Fri 8AM-10PM
If outside these hours, review with a supervisor. |
||
|
Escalations |
CAPTIVE ONLY
BPO Partner Guidelines Below |
XFR-Escalations |
|
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 |
Call Transfer Procedures
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