Sears Intervention Team - Pilot
The Sears Intervention Team (SIT) will intervene for situations like parts NLA, install reschedules and additional assistance needed.
This will reduce unnecessary calls, escalations, and provide case management support!
Tier 1, 2 and Mail corr agents will review jobs qualifying for the Sears Intervention team for the following:
- Customer received a message stating part NLA
- Multiple sears reschedules for install
- Job status is complete but work not done
- HVAC job with no update for more than 24 hours
Note: CS will not be changing their process at this time.
The escalation agent will create a Zoho task for the
“Sears Intervention” team.
The team will provide light case management and a point of contact for the sears assigned job until it is back on track to resolution.
We will monitor the performance of this pilot for further expansion and communicate updates.
Related Articles
Sears Service Request
Sears may populate calendar availability for any warranty customer requiring an appointment for Appliances or HVAC. When the customer has a Sears Warranty the system attempts to show Sears availability first and in SB will require manual intervention ...
Sears Service Pro and Status Updates
Logging in to Service Pro Use the information below to access and log in to the Sears Service Pro app. All Cinch users will use the same ID and Password provided here. Site URL: Service Pro User ID: chsgene Password: Password#123 Use the Sears ...
Sears HVAC
Customers with a Sears Whole Home or Systems Warranty, that are calling in a Service Request on an HVAC system can be assigned directly to Sears. There are the active Sears profiles: Sears Home Services (977430579) To be used when dispatching Sears ...
Sears Service Job Cancel Process
When a Service Job is assigned to Sears and the job is rejected by Sears via ServiceBench, Cinch will send a text message notification to the customer to confirm if they still require service. Cinch will systematically update the status depending on ...
Sears - System Issues
We do not relay this information to the customer however, Sears is currently undergoing a system migration which has caused a few intermittent technical difficulties regarding Scheduling and Service Request Updates. Sears Scheduling and Direct ...