Business Processes
Homeowner's Insurance Deductible Reimbursement (HIDR)
The Homeowner's Insurance Deductible Reimbursement is a benefit that allows homeowners reimbursement for all, or a portion of their deductible paid for a claim against their homeowner's insurance. Always check the customer's contract to verify if ...
S.O.S. Escalation - Potential Risk to Customer or Service Provider
This procedure is used when a Customer or Service Provider escalates an S.O.S. complaint that can pose a risk to their well-being or to Cinch. Examples include but are not limited to: Police Contacted Verbal Threats Harassment Customer or Service ...
Documentation Abbreviations
Below is a list of common abbreviations approved for use when documenting: Common Abbreviations ACC Accepts/Accepted ADV Advised APO Alternate Provider Option APPT Appointment CANC, CXL Canceled CB Call Back CC Claim Credit CO Company COF Card on ...
Glossary of Terms: Contract
Term Definition Aggregate Gathered into a whole, a total. APO (Alternate Provider Option) An out-of-network provider is assigned to a Service Request when there is no in-network Service Providers available to provide service. Authorization/Approval ...
Cinch Correspondence & Remittance Addresses
Cinch Correspondence Address Correspondence Cinch Home Services PO Box 810277 Boca Raton, FL 33481-0277 Remittance Address Remittance Cinch Home Services PO Box 650815 Dallas, TX 75265 Headquarters Address Corporate Cinch Home Services 4700 Exchange ...
Customer/Service Professional Callback Option-Fonolo
Customers and Service Professionals will be offered the callback option via the IVR when there are no associates available to assist. The Customer or Service Professional can choose the callback option rather than wait on hold. The system holds their ...
Attachments
Relevant documents received from customers can be attached to service jobs. Examples of attachments to service jobs are pictures of equipment condition, a serial number/model number from equipment, a paid invoice, an inspection report, maintenance ...
Update Customer Contact Information
Customer contact information resides in TIMX SCM and is uploaded to both ServiceBench and Zoho Desk. It may take up to 24 hours before ServiceBench or Zoho Desk to reflect changes made in TIMX SCM. Phone number changes in TIMX do not update in ...