1. Emergency Temperatures (over 85 degrees or under 40 degrees)
   
2. Medical Emergencies
   
3. MUST be a covered failure
   
4. Customer does not have the Emergency Lodging benefit or advises they cannot go to a hotel for medical reasons, pets in home, etc.
   
1. If you are unsure if the reason for not using ELR makes them eligible, verify with a Team Lead or Supervisor before offering. 
   

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.

Be sure to verify we have not previously provided a Claim Credit or Omni Card to the customer.

Claim Credit Process

1. Mini Fridge - up to $200
   
2. Portable Heater - up to $250
   
3. Portable Air Conditioner - up to $350
   

1. Add a new Service Job to the existing Service Order.
   
2. DO NOT complete the working job, the new job is ONLY for the Claim Credit.
   
3. Set the Event Type to Reassignment (Deductible Paid).
   
1. This ensures ServiceBench will not trigger another deductible collection.
   
4. If any information is missing from the Product Line, fill in the fields with the appropriate information.
   
5. In the Problem Code field select No Symptom Received.
   
6. Manually Assign the Service Job to Customer Concessions.
   
1. Account Number: 700012172
   
2. Company Number: 1239779308
   
7. In the Service Explanation and Problem Description fields, add a note with the approval, reason, and amount of the Claim Credit.
   
8. Update Severity to Emergency or Medical Emergency based on the scenario.
   
9. Click Submit.
   
10. Enter the following information into the Part Line:
    
1. Part Ordered: Portable A/C Credit, Portable Heater Credit, or Mini Fridge Credit
   
2. Quantity: 1
   
3. Description: Portable A/C Credit, Portable Heater Credit, or Mini Fridge Credit
   
4. Part Source: Cinch Home Services
   
1. DO NOT update until all Part Line and Service Job information has been entered.
   
5. Status: Approved
   
1. DO NOT update until all Part Line and Service Job information has been entered.
   
6. Service Failure Code: Normal Wear and Tear
   
7. Part Diagnostic Code: No Mechanical Failure
   
8. Part Item Code: Other Part
   
9. Unit Price: Enter what was approved
   
11. Click Save
    
12. Create the Claim and set up the Claim Credit.
    
1. If customer wants a check, Approve the Claim
   
2. If customer wants electronic payment, follow the JP Morgan Chase process.
   
13. Update the Service Job to Complete.

Omni Gift Card Process

ONLY Customer Advocacy Case Management Agents are permitted to use the Omni Gift Card.

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.