Potential Service Provider Onboarding: Customer Service
When a Service Technician calls in wanting to become part of the Cinch Network and accept warranty jobs, we must follow the protocol outlined below.
Ask the technician:
“Have you already signed up to be part of our warranty service network?”
- If YES
- Refer them to their Area Manager by using the Area Manager List and asking them which state their business resides in. You may provide the technician with the email address for the Area Manager assigned to the state they operate in.
- If NO
- Advise them to reach out to our recruiting team at 844-602-5607 ext. 1494. You may cold transfer the technician to this extension as well.
The toll-free number for the recruiting team is NOT approved to give to customers or current service providers. Additionally, agents are NOT authorized to transfer customers or current service providers to this number.
Related Articles
Potential Recall: Customer Service
A Potential Recall is a Service Request on a product/item recently serviced, and the customer is reporting the same failure within the 180-day workmanship guarantee period (14 days for plumbing stoppages). The customer's Contract Status does not ...Potential Recall: ServiceBench
Prior to dispatching a potential recall, ask the customer the following questions to understand what has taken place. When was the last time a technician was at the home? What did they do at the visit? Were parts installed? Is the issue you’re having ...Service Provider Assignment Guidelines
This article outlines the Service Provider assignment logic and guidelines for use based on severity. Time Zone Check Before making any outbound call to a Service Provider, ensure that the provider's local time is between 9AM and 6PM. To check this, ...Service Administrator Assignment
Case Managers handling end to end case management must update their Name, and Direct Phone Number in the Service Administrator fields in ServiceBench to identify their assignment to the job. Service Administrator Assignment Navigate to the Job in ...Manual Service Form
The Manual Service Form is located on the Cinch Portal (interchange) and is used when the ServiceBench system is down or the account is showing in TIMX SCM but not in ServiceBench. If the account is not showing in ServiceBench but is verified in TIMX ...