National Account Escalations

National Account Escalations

National Account Escalations will be communicated and resolved through Zoho, resulting in the following expected benefits:
  1. Better customer support
  2. Continuity of process
  3. Ability to track email progress
  4. Faster responses and updates from our partners
  5. Smoother communication leveraging standardized client templates
Prior to moving to the Escalation Process, Customer Advocacy Agents are required to make 2 attempts to retrieve requested information through our standard protocols below:
  1. Sears Appliance: ClientSupport@aefactoryservice.com
  2. Sears HVAC: ClientSupport@aefactoryservice.com 
  3. Whirlpool: thirdpartydispatch@whirlpool.com
  4. LG: support@lgcinch.zendesk.com
  5. GE Appliance: fs_cinch@geappliances.com
If after these 2 attempts are made and there is still no response, the response is insufficient, or it is a high severity situation, send an email to nationalaccountesc@cinchhs.com. This will trigger an escalated email case to be created in Zoho. With Zoho's unique dashboards and queues, National Account agents will be able to eliminate missed opportunities to follow up on emails where national partners may not have responded in a timely manner in support of the customer experience.
Alert
  1. Cases will be worked in the order they are received
  2. Medical and BBB will take priority

Emailing National Account Escalations

Add nationalaccountesc@cinchhs.com to the existing thread where you have already corresponded with the National Service Provider and send.
  1. DO NOT remove the National Service Provider that you have been corresponding with, The National Point Of Contact (POC) will be able to review and coach on their end.
  2. If you have additional statements or concerns, reply to only the national account and not any added POC's.
  3. If there is no Reference or Unit Number in the Service Job, the schedule was not set up properly. The agent may have manually assigned to Sears.
  4. For CLAIM CREDITS Request- DO NOT send a direct request to Sears asking for a claim credit for the customer. This request should only go to the National Account Team.
    1. Remove Sears from the email thread and add NationalAccountESC NationalAccountESC@cinchhomeservices.zohodesk.com to the email with your request.
Warning
Do not add Sears Representatives on emails for other National Accounts.
  1. Example: If a customer is assigned to LG, please do not add a Sears POC to the email thread.

Sears Templates

Templates are required for any escalated Sears jobs.
  1. Service Unit, Service Order, and Customer Information MUST be included.
  2. If Medical Emergency, add that on the Subject Line.
  3. If you need other detailed information, request it.

Appliance Repairs


HVAC Repairs


HVAC Replacement



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