Service Initiation
BYOP Service Request Process
A specialized Bring Your Own Pro team will handle all BYOP Service Requests. This team is made up of a group of highly knowledgeable tenured authorizations agents. These agents will handle our side of the request from start to finish. If a BYOP ...
Entitlement Override
There are two use cases for overriding entitlement in Zoho Desk when creating a Service Request for a customer. The first is when initiating service on an inactive or expired contract, and the second is when resolving item-based entitlement errors. ...
TXU Energy Service Request
Cinch has formed a partnership with TXU Energy, the largest utility company in Texas, providing electricity to approximately 2 million customers. TXU Energy (TXUE) is headquartered in Dallas Texas and is a subsidiary of Energy Future Holdings. There ...
Premium Balance Due when Creating Service Request
When creating a Service Request, if an account has a premium balance due, the contract status will reflect Dunning or Cancelled. Use TIMX SCM to verify contract status prior to creating a Service Request. If a Service Request is created without ...
Verbal Claim Application
For Cinch Real Estate products, a Verbal Application and Service Request is entered when the customer calls in to request service, but their contract information is not in the system. This occurs when the application and funds for coverage have not ...
Multi-Item Service Requests
When initiating Multi-Item Service requests, always ensure all items needing service belong to the same trade. If adding additional items after the first item request is initiated, confirm that a technician has not been to the home. Multi-Item ...
Service Initiation Probing Questions
When a customer calls in to request service, you will need to ask some additional probing questions about the item they are requesting service on in order to make sure the correct item is being selected. HVAC There are numerous types of HVAC systems. ...
Reimbursement Service Request
A Reimbursement Service Request is created when Cinch needs to reimburse the Customer. The Reimbursement Service Request process follows similar steps to creating a Warranty Service Request. The differences are: The Service Type is Reimbursement. The ...
Manual Service Form
The Manual Service Form is located on the Cinch Portal (interchange) and is used when the ServiceBench system is down or the account is showing in TIMX SCM but not in ServiceBench. If the account is not showing in ServiceBench but is verified in TIMX ...
Preventative Maintenance Service Request
Customers with specific warranty contracts receive Preventative Maintenance benefits. Cinch P3 Complete Home + Preventative Maintenance Cinch P3 Complete Home VIP Plan Cinch P3 Complete Home (Better) Cinch P3 Complete Home Plus (Best) Sam's Club ...
Force/Manual Assignment
Force or Manual Assignment is used to assign a Specific Service Provider to a service request. The Service Provider must be Active in our system to force assign to them. Do Not Force Assign to National Accounts (Example: Sears, GE, etc.). When to use ...
California Regulations
In compliance with Claims Regulations for California, all associates have been provided access to review the California Regulations. Below is a summary of the California Regulations, created by our Legal and Compliance Department to ensure that ...
Check Coverage
Many scenarios require checking customer coverage. When creating a Service Request, agents should always verify the customer has coverage for the item they are requesting service for. This can be done by using TIMX SCM, Zoho, or the Check Coverage ...
Service Provider Assignment Guidelines
This article outlines the Service Provider assignment logic and guidelines for use based on severity. Time Zone Check Before making any outbound call to a Service Provider, ensure that the provider's local time is between 9AM and 6PM. To check this, ...
Single Item Service Request
When a customer calls in to request service on an item in their home that is failing, a Service Request is created. July 2024 Service Request - Migration Flow With new development in our service request application Zoho will reflect a Service Request ...
IVR Service Request
Customer are able to place Service Requests using the Interactive Voice Response system (IVR). When all required information and entitlement passes: The Service Order and Service Job will show in ServiceBench to include the appointment selected by ...
FIXD Repair
FIXD Repair has ceased all operations and customers with an active policy will be sent a letter indicating next steps. We are no longer honoring preventative maintenance or labor guarantee activities. A FIXD customer may dial into CS. Please note ...
Procure Vendor
Procure Vendor is used when a Service Professional cannot be located through the normal assignment process and a request must be sent to Dispatch to locate one. Advise the customer of the following script (does not need to be verbatim) Script ...
Service Locator
A Service Locator Search in ServiceBench must be performed when: Initiating a Service Request and no provider could immediately be assigned Performing a Reassignment Providing a customer with Service Provider Referrals (example: Referral Assistant 24 ...
Plumbing & Electrical Grouping
Multiple items from either the plumbing trade or electrical trade can be placed on the same trade Service Request within specific trade guidelines. These are considered Groupings. Items MUST be the same trade Plumbing with Plumbing and Electrical ...
Potential Recall: Customer Service
A Potential Recall is a Service Request on a product/item recently serviced, and the customer is reporting the same failure within the 180-day workmanship guarantee period (14 days for plumbing stoppages). The customer's Contract Status does not ...