ONLY Customer Advocacy Case Management Agents are permitted to offer the OMNI Gift Card.

Please use discretion and timing. If you assist a customer, they are already escalated and severity is flagged, however their repair/replacement is scheduled for just a few days away, the gift card should not be offered.

Process

ServiceBench

1. Confirm customers email address.
   
2. Add a new Service Job to the existing Service Order.
1. DO NOT complete the working job, the new job is only for the gift card.
3. Manually Assign the Service Job to Customer Concessions.
1. Account Number: 700012172
2. Company Number: 1239779308
4. In the Service Explanation field, add a note with the approval, reason, and amount of the gift card.
5. Update Severity to Emergency or Medical Emergency based on the scenario.
1. If this is not a medical condition/situation, DO NOT select Medical Emergency.
6. Click Submit.
7. Enter the following information into the Part Line:
1. Product Row Number: Select the Product Row Number
2. Part Ordered: Portable A/C, Heater, or Mini Refrigerator
3. Quantity: 1
4. Description: Portable A/C, Heater, or Mini Refrigerator
5. Part Source: Cinch Home Services
1. DO NOT update until all Part Line and Service Job information has been entered.
6. Status: Order Requested
1. DO NOT update until all Part Line and Service Job information has been entered.
7. Service Failure Code: Normal wear and tear
8. Part Diagnostic Code: No Mechanical Failure
9. Part Item Code: Other Part
   
   
8. Click Save.

TIMX Claims

1. On the desktop, click the EBS link.
   
   
2. Log in with username and password.
   
   
3. Click the PURCH_MGR dropdown, then select CTI.
   
   
4. Open the download and run the application.
   
   
   
5. On the Functions screen, select FSM Research Request. If not in the Top Ten List, click FSM, then select FSM Research Request.
   
   
6. The Research Request Form will display. Enter the Job Number and Contract Number in the appropriate fields, then hit Tab. The customers information will populate.
   
   
7. Click the 3 dots in the Hierarchy field to search for the item hierarchy.
   
   
8. Enter the item in the Find field, then click Find.
   
   
9. Click the correct item, then click OK.
   
   
10. The selected item will display in the Hierarchy field.
    
    
11. Under Service Provider, enter 700012172 (Customer Concession Company Number) in the Vendor # field, then hit Tab. The vendor information will populate.
    
    
12. Under the Main section click the Repair/Replace dropdown, then select Repair. Click Save.
    
    
13. Enter Gift Card information under Part Hierarchy Selection:
1. SB Line: Enter 1
2. Category: Enter Other, then hit Tab
3. Part #: Enter OMNI
4. Click Inventory Search
   
   
14. On the ERROR popup, click OK.
    
    
15. The Inventory Search Form will display. Select either OMNI HOMEDEPOT GIFT CARD or OMNI LOWES GIFT CARD depending on which store is needed. DO NOT select any other cards that may populate.
16. BLACKHAWK NETWORK, INC will populate under Available Distributors for Highlighted Part. Click the box next to it, then click Select and Return.
    
    
17. On the WARNING popup, click Yes.
    
    
18. BLACKHAWS NETWORK, INC will now display under Distributor. Click Pickup/Delivery dropdown and select Deliver. Verify the part cost and update if needed. Then, under Ship to/Pickup Address, click Ship To – Pickup Address.
    
    
19. On the Ship To Sites popup, select CUSTOMER, then click OK.
    
    
20. The customers address will populate. Click Save, then click Sync.
    
    
21. On the WARNING popup, click Yes.
    
    
22. Click Save at the top of the form.
    
    
23. On the NOTE popup click OK.
    
    
24. Click Submit PO, then on the NOTE popup click OK.
    
    
25. Swivel back to ServiceBench and refresh page. The part line information will update with the Distributor and PO information.
    
26. Send an email to Brandon Galloway and CC your immediate supervisor to have gift card processed.