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:
- Place a new claim
- Obtain claim status
- Download a copy of their personalized Dec Page
- Review a copy of their Terms & Conditions
- 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.
- All transfers must include the recording disclosure VERBATIM:
- "This call may be recorded for quality assurance and training purposes."
- 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.
- 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.
- 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 Extensions for Sears Home Warranty
Extension
|
When to Use
|
1070
**Routes
to Cinch Customer Solutions Team**
|
- Claim Service Initiation
- Follow-up inquiries on existing Service Requests
- Maintenance Requests
- Referrals for Non-Covered Items
|
1071
**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
|
3451
**Routes
to Cinch Membership Services Retention Team**
|
- Cancellation requests
- Retention efforts
- 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:
- Misdirected calls (not enrolled in a Sears
Warranty)
- Tech cancels paid call appointment,
customer wants to reschedule
- Customer wants assistance regarding their
paid call invoice
- Part inquiries related to paid call service
- Customer told that they are eligible for up
to $500 replacement voucher and did not call Sears to complete the process
- Customer told that their parts are NLA (paid
call service appointment)
- Customer told that their serial number plate
is missing (paid call service appointment)
- Customer has a recall on a paid call
service visit (item failed again within 90 days of initial service date)
- Complaint that the tech charged the full
amount for paid call service instead of only the deductible
- 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
- Enrollment complaints – Cinch Associates
should attempt to address warranty specific issues, and if unsuccessful, cold
transfer
- Customer wants to inquire about their
reimbursement for the 25% non-covered claim amount (already submitted
documentation in writing/via fax/via email)
- 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.
- This number can be used for any claims
related reason, including any of the reasons listed in the prior section
- 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
|
- Inbound Shop Your Way program number for
Cinch Agents to refer or connect the customers inquiry about Shop Your Way
Points
- 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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