Follow Up
Zoho: Communications
Inside a Zoho Case you can click on the Communications Tab to view certain communications sent to the Customer by Cinch. Useful info displayed: Service Job # Subject of the communication Date and Time Sent Media: SMS or Email Click on the + to expand ...
Non-Covered Charges: Advising the Customer
Non-Covered Charges are charges associated with additional work required to complete an approved repair/replacement. These charges are not covered under the warranty and are the customer's responsibility to pay to the Service Provider. These charges ...
Reschedule A Service Request
This procedure is used when we need to facilitate rescheduling a service appointment for a Customer. Zoho Process Rescheduling a Service Request in Zoho is generally just for Sears or GE jobs. If customer need to reschedule a Non-Sears or GE job, the ...
Fulfillment Request Procedure
These calls will be handled by the Customer Service Agent and should not be transferred to Membership Services. If you are having an issue logging into TIMX SCM please see your supervisor for assistance. Sending A Welcome Kit Log into TIMX SCM. Click ...
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 ...
Customer Service Escalations
In some scenarios we may be unable to de-escalate a call and may require supervisor assistance. Always reach out to your direct supervisor or any available supervisor for Tier 1 assistance. If the supervisors are unable to assist, they may give you ...
Re-Notify
The Re-Notify feature gives Cinch the ability to send a service job notification to the assigned Service Provider. This should only be used if a service provider has advised they are unable to locate the service job assigned to them. Re-Notify ...
Cancel a Service Request
Customers may call in to cancel a Service Request. Prior to cancelling the request we must verify the following: Has the technician been out to the home? Is this a Single or Multi-Item Service Request? Is the Service Job Status New or Accepted? Will ...
JP Morgan Concourse Payments: Claim Credit
Cinch has partnered with JP Morgan Bank to give customers the option of receiving an electronic transfer for their Claim Credit by using JP Morgan Concourse. This option is Only available if the customer has a valid email address on file. We cannot ...
Reassign a Service Request
When the originally assigned Service Professional is unable to fulfill the Service Request, the request is assigned to another Service Professional and the reason for reassignment is captured. Reassignment Reasons and Supervisor Override Requirements ...
SIBI: Status Updates
SIBI is a third-party ordering platform currently used to order GE Brand Appliance Replacements. SIBI has been integrated with our systems, meaning that all order information and updates will sync directly into ServiceBench. Status updates are ...
SIBI: Customer Options Email
Once an order is created in SIBI, an automated email offering the replacement or buyout option is sent to the customer. The customer will be able to choose which option they prefer, which will in turn either submit the order or cancel the order ...
Part Line Statuses
When a customer calls in to follow up on the status of an ordered part/replacement, the agent will need to review the Service Job to verify where the part is coming from, if it has been ordered yet, and if there is an ETA to give. Who is supplying ...
Customer Options: Customer Decision and Service Job Update
Customers are offered claim options via email. These emails provide options for accepting a claim credit/buyout or repair/replacement. The email will contain links to separate forms/landing pages depending on their decision. When these forms are ...