Sears Home Warranty: Contact Information and Internal Call Transfer Procedures

Sears Home Warranty: Contact Information and Internal Call Transfer Procedures

Sears Home Warranty customers can request service at https://my.searshomewarranty.com or call (855) 256-2467, 24 hours a day, 365 days a year. All calls are to be greeted and closed with the Sears Home Warranty brand.

Web Address

The https://my.searshomewarranty.com site is branded with the Sears Home Warranty logo and allows the customer to place new service requests and handle other account related transactions without speaking to a live agent. Some of these functions include:
  1. Place a new claim
  2. Obtain claim status
  3. Download a copy of their personalized Dec Page
  4. Review a copy of their Terms & Conditions
  5. Review account details and update mailing address


Sears Customer Support Number

When providing customers with the Sears dedicated customer support line (855-256-2467), please advise them to have their account number or the phone number associated with the account handy as this will help them to manage through the phone prompts faster.

Call Transfer Procedures

Call transfer procedures were established for Sears and Cinch Agents to communicate and resolve the customer inquiry in a timely and efficient manner; with the end goal of providing a positive customer experience. Phone numbers are NOT to be shared with the customer.
  1. All transfers must include the recording disclosure VERBATIM:
    1. "This call may be recorded for quality assurance and training purposes."
  2. AS A REMINDER! Before we can properly assist the customer, we must establish the nature of their call. Inactive Sears Plans within the 30-day review period does not mean it should automatically go back to Sears. It is important that the Cinch Retention or Customer Service Agent probe the customer as to what they need. Each case is different.
  3. Sears Representatives may provide you with another phone number outside of our outlined list below. Do not use the number provided by the Sears Representative, only refer to the listed numbers provided below. Any other number provided may work for one specific customer issue but may not work for others.
  4. When the Cinch Agent makes the outbound phone call to Sears regarding a customer enrolled in one of the warranty plans, the Cinch Agent will provide the Sears NPJ# (Sears Customer ID) which is stored in TIMX SCM application# field. The Sears Agent can use the NPJ# to instantly look up a customer on their end.

Cinch Internal Skills for Sears Home Warranty

                          Skills

                     When to Use

XFR-CS_Sears_Covrg

XFR-CS_Sears_NewClaim

XFR-CS_Sears_Status

 **Routes to Cinch Customer Service Team**
  • Claim Service Initiation
  • Follow-up inquiries on existing Service Requests
  • Maintenance Requests
  • Referrals for Non-Covered Items

XFR-RET_Billing_Sears

XFR-RET_Sears

 **Routes to Cinch Membership Services Retention Team**
  • Cancellation requests
  • Retention efforts
  • Refund premium amount if warranty is cancelled
  • Process credit card charge of the Sears Paid Call amount when cancelling a Paid Call enrollment
  • Enrolling options and additions

Sears Toll-Free Numbers

Call Type

Number

When to Use

Enrollment in an SHW Plan or other Sears Protection Plan

 

**Cold Transfer during stated business hours**

(870) 953-2188

For enrollment in a Sears Home Warranty or assistance with other Sears Warranty Products or other Repair Protection Agreements. Customer must speak to Sears directly at the number listed.

Paid Call repair inquiries and other Sears owned issues under the SHW program

 

**Cold Transfer during stated business hours**

(501) 255-1142

During the business hours of Monday through Friday 8:00 AM to 9:00 PM, Saturday 9:00 AM to 7:00 PM, Cinch Agents are to use this number to cold transfer an SHW customer inquiring about SHW Paid Call service issues including:

  1. Misdirected calls (not enrolled in a Sears Warranty)
  1. Tech cancels paid call appointment, customer wants to reschedule
  1. Customer wants assistance regarding their paid call invoice
  1. Part inquiries related to paid call service
  1. Customer told that they are eligible for up to $500 replacement voucher and did not call Sears to complete the process
  1. Customer told that their parts are NLA (paid call service appointment)
  1. Customer told that their serial number plate is missing (paid call service appointment)
  1. Customer has a recall on a paid call service visit (item failed again within 90 days of initial service date)
  1. Complaint that the tech charged the full amount for paid call service instead of only the deductible
  1. Tech calls to advise that paid call was not coded correctly and will need to charge customer full amount if not re-coded by Sears
  1. Enrollment complaints – Cinch Associates should attempt to address warranty specific issues, and if unsuccessful, cold transfer
  1. Customer wants to inquire about their reimbursement for the 25% non-covered claim amount (already submitted documentation in writing/via fax/via email)
  1. Membership Services – verify the correct name that should be on a warranty (inquiry only – do not transfer customer)

Cold Transfer = Set Proper Expectations – No “Handshake”.

“<Customer Name>, you have reached the Sears Home Warranty Support Center. I will be happy to connect you to the Sears Service Center and also provide you with the toll-free number as a reference.”

This number is only for SHW Customers.

Active Warranty repair calls, both SHW and non-SHW

 

**Cold Transfer during stated business hours**

(800) 579-2395

During the business hours of Monday through Friday 8:00 AM to 9:00 PM, Saturday 9:00 AM to 7:00 PM, Cinch Agents are to use this number to cold transfer any Cinch customer inquiry about a claim where Sears is the Service Provider of record.

  1.  This number can be used for any claims related reason, including any of the reasons listed in the prior section
  1. Agents that are skilled in the Sears Portal should always attempt to obtain Sears Service Order information prior to transferring customers to Sears

This number is for any Cinch Customer, not limited to SHW Customers.

Other Sears Home Warranty Items


Call Type

Number

When to Use

Paid Call Amount

 

**No Transfer**

(800) 905-9505

To Sears for Cinch Membership Services Agents

During the hours of Monday through Friday 9:00 AM to 6:00 PM, Sears chat should be utilized when contact Sears to obtain paid call information.

For purposes of obtaining a paid call amount, this number is used by Sears-Trained Retention Agents only and customer should not be transferred to it.

Advise Sears of the HW cancellation and obtain any amount owed to Sears for the initial service (“Paid Call Amount”) if no amount appears in TIMX.

Show Your Way Calls

 

**Cold Transfer**

(800) 991-8708

To Sears for Cinch Agents
  1. Inbound Shop Your Way program number for Cinch Agents to refer or connect the customers inquiry about Shop Your Way Points
  1. This toll-free number is not a dedicated line for internal routing, therefore Cinch will not warm transfer the customer to Sears.

Cold Transfer = Set Proper Expectations – No “Handshake”.

“<Customer Name>, you have reached Sears Home Warranty Support Center. I will be happy to connect you to the Sears Service Center and also provide you with the toll-free number as a reference.”

Home Warranty Help Email Address:

 

NO LONGER IN USE

N/A

Please note that the home warranty help email address has been discontinued.

homewarrantyhelp@searshc.com is no longer to be used

searsinfo@cinchhs.com is no longer an active email address

All escalations must be handled via call transfer to Sears Home Warranty Help. For off-line agents (only), please email or OB call customers to speak with Sears directly at (501) 255-1142

Sears Teams


Team

Responsibilities

Number

Repair Sales

Schedule new service appointments for members without coverage who will pay out of pocket (Cash Call).

(800) 349-5077

Technical Specialist

Provide technical support by phone to members with IW or PA (with exclusions).

(888) 828-4208

Repair Customer Care

Provide support for members with inquiries on pending service orders.

(800) 579-2395

SHW Paid Call

For support for SHW members who call with issues related to their paid call or to obtain the Paid Call amount due for cancellation.

(800) 905-9505

Master Protect

Provide support for members with inquiries related to their protection agreement obtained through Sears directly.

(870) 953-2161



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