Sears Service Request

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 to move on to another provider.

DO NOT schedule same day or weekend appointments if showing on the calendar. Technician routes are created at the beginning of the day and appointments added later may not update on the tech's route.  

How It Works
When Sears is assigned to a Service Request:
  1. The Cinch Agent will schedule an appointment through the Sears calendar.
  2. The Customer may be reached via phone, text, or email to confirm the scheduled appointment.
    1. Sears will send an email confirmation to the email on file that will also allow the customer to reschedule if needed. Be sure to advise the customer to check their email for this confirmation. 
  3. The Sears Technician will reach out to the customer by phone on the day of their scheduled appointment.
    1. Ensure the correct contact number is on file.
    2. If the customer does not answer, the appointment will be cancelled and they will have to contact Customer Service directly to reschedule for a later date and time.
      3. Set expectations with the customer using the Sears scripting in the Service Expectations article.

Process

Zoho

  1. When creating a Service Request for a Sears Home Warranty customer, Zoho will automatically check Sears availability and direct agent to their calendar for scheduling.
  2. If Sears is not available, Zoho will attempt to assign to another available Service Professional.
  3. If no Service Professionals are showing available, proceed with the Service Professional Assignment Guidelines .

ServiceBench

DO NOT manually select the Sears on Sears Program for a Non-Sears Warranty Type.

  1. When creating a Service Request for a Sears Home Warranty customer, the Program field will auto populate to Sears on Sears .
  2. Continue with Warranty Service Request process.
  3. Click Find Service .
    1. If the calendar contains available appointments, proceed with assignment.
    2. If the calendar does not contain any available appointments or are not within an acceptable timeframe, assign to a different Service Professional.
      1. Click Start Over
      2. Update the Program field to Select
      3. Click Find Service
      4. Assign to a Service Professional following the current assignment guidelines.
Review the Sears on Sears Program Field Module by clicking the link below:



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