When to Reassign

When to Reassign

Reassignment Timetable

The grid below provides guidelines as to how soon after the original assignment we should be attempting to reassign.


Trade/Product Type

Standard

Emergency/Medical Emergency

HVAC-All

APPLIANCE-Refrigerators

PLUMBING-Water Heaters

2 Days

Within 48 Hours

APPLIANCE-All Others

PLUMBING-All Others

3 Days

Timeframes should be calculated in calendar days, excluding Sundays. For example, if it is Friday, 3 days would be Tuesday (Saturday, Monday, and Tuesday).

Should I Reassign This Job?

Before attempting to reassign a job, ensure that the customers situation fits the criteria for reassignment. Below is a guide to understanding if you should reassign the job or leave the job assigned to the Service Professional.


Less Than 24 Hours Since Job Was Created

Reason

Can I Reassign?

Customer had a bad experience with SP/Saw negative ratings or reviews.

Bad experience with provider:

  1. Supervisor assistance should be obtained to validate any previous jobs assigned to the Service Professional in the customer’s account.
  1. Supervisor approval must be noted on the account to reassign for this reason.
  1. Suggested Scripting:
    “<Customer Name>, I completely understand not wanting to utilize a provider that you have had a bad experience with, can you confirm the service that was performed, and I can document the account to be able to move forward with a different Service professional.”

Online ratings/reviews:

  1. These scenarios are NOT permitted for reassignment.

Sup Review

Customer prefers specific SP.

Provider preference is not available to customers. Cinch uses complex scoring methods in our Tier system to provide the best provider the first time.

Talking points when pushing back on the customer:

  1. Our service network team collects information from all providers and reviews to ensure that the provider we offer at the time you request service is the best provider to assist with your request.
  1. We would need to proceed with the assigned provider to take care of the issue you are having.
  1. Would you like me to call the provider to help you schedule service?

No

Customer does not want to use an in-network provider.

Warranty coverage is subject to using a provider that has been authorized to provide service by Cinch.

Talking points when pushing back on the customer:

  1. To utilize the coverage included in your warranty, we must dispatch an in-network service provider. Out of network providers are not authorized on this job to diagnose or complete any work.
  1. Should you choose to move forward with a provider that you select, this would be considered unauthorized work and the benefits and coverage of your warranty would not be available.
  1. Suggested Scripting:
    “<Customer Name>, I understand that you would prefer to use a provider of your choosing, however the terms of our warranty require that we use an in-network service partner to utilize warranty coverage. If you have pen/paper available, I can provide you with direct contact information of an in-network provider and your service job number for scheduling.”

No

Customer states SP is unresponsive without giving time allowed for contact.

The original Service Professional must be contacted to attempt to schedule service:

  1. Advise reassigning to another Service Professional could delay the Service Request further and we want to do everything we can to avoid that.
  1. Refer to the Reassignment Timetable for approved timeframes for reassigning.
  1. Suggested Scripting:
    “<Customer Name>, I understand the need to have your <Item> serviced in a timely manner and will do everything I can to resolve your Service Request as quickly as possible. We have assigned the best provider in our network to your request, and we must allow ample time for the provider to schedule the appointment. Would you like me to contact the provider to help you schedule service?”

No

SP does not service the area.

If a provider indicates they do not service the area, we should confirm this information with the provider and include this information in our comments once we reassign the job.

When reassigning, we should follow procedure and call the next providers (up to 3) to ensure they are able to service in a timely manner.

Example Comment:

John with ABC Plumbing advised that he does not service this area.

Yes

SP does not service the brand/type.

Service Professional cannot service the brand/type of unit or the original Service Professional assigned diagnosis the failure as a different trade and does not have the skills to perform repairs.

  1. The Authorizer will capture the Service Report and process the reassignment.
  1. Always confirm with the reassigned Service Professional that they can service the brand, prior to reassigning to them.

Yes

SP cannot service in a timely manner.

Prior to reassigning the Service Job, the original Service Professional must be contacted to confirm they cannot service the customer in a timely manner.

  1. If the original Service Professional responds, attempt to reschedule within the timeframe specified on the Reassignment Timetable and based on the type of job. If unable to reschedule within this timeframe, reassign the job.
  1. If unable to reach the original Service Professional, perform the reassignment process using the 3-way conference call procedures to reassign the job.
  1. Enter a Public Note with Email

When the currently assigned Service Professional is not available within a reasonable timeframe and the problem is hazardous, causing property damage or another of the defined emergency situations, refer to the Emergency and Medical Emergency Procedures.

Yes

More Than 24 Hours Since Job Was Created

Reason

Can I Reassign?

Service Professional has not called customer to confirm appointment after 24 hours.

When the customer calls, we should call out to the assigned Service Professional. If unavailable, move forward with reassignment.

Yes

Service Professional has accepted appointment but no call/no show.

When the customer calls, we should call out to the assigned Service Professional. If unavailable we should ask the customer to wait 2 hours from appointment time and then call back for reassignment.

Yes

Service Professional has become unresponsive to the Customer/Cinch.

If we have documented previously that we were unable to reach the Service Professional and another attempt is made, we should reassign the job, submit the SP Feedback Tracker, and document the findings.

When reassigning:

  1. Verify the provider has availability and can schedule with the customer timely. (3-way call preferred)
  1. Capture the appointment date/time.
  1. Ensure the provider can service the brand.

Yes

Customer does not agree with the SP’s diagnosis and wants a second opinion.

The diagnosis of the in-network provider is taken into consideration along with the previous service history under the warranty when making a final decision on a Service Job.

  1.  Suggested Scripting:
    “<Customer Name>, the diagnosis that was included when the decision was made on your job was from a licensed Service Professional. We would not authorize a second opinion under the warranty. However, if you would like to have a company of your choosing perform a second opinion diagnostic test, you may send the results to our Support Services Team for further review.”

No

Customer wants a different SP because the current SP is charging non-covered fees.

Cinch does not authorize reassigning jobs due to non-covered fees associated with the job.

Talking points when pushing back on the customer:

  1. These non-covered charges were identified by the licensed provider that came and diagnosed the issue. They have indicated that these additional charges are required to successfully complete the job.
  1. While I understand that the fees are unexpected, the contract does outline that these modifications/upgrades would be out of pocket expenses should they arise.
  1. The alternate resolution in this case would be a claim credit for the covered parts and labor.

No

Customer wants an earlier appointment.

If the original appointment is scheduled within the allotted timeframe on the Reassignment Timetable, the job cannot be reassigned for an earlier appointment except with Emergency or Medical Emergency jobs.

No

Customer not making property available during normal business hours.

Per the terms of the agreement, customers must make the premises available during normal business hours for the authorized contractor to affect needed repairs as requested.

The terms stipulate that additional charges assessed by the contractor are the customer’s responsibility when they fail to make the property available or for missed appointments.

No

Other situations not listed.

Seek Supervisor Approval




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