Recent Articles
TECO Peoples Gas
Client Overview Peoples Gas delivers affordable, safe natural gas to homes, businesses, and industries across the state. As the largest natural gas distributor in Florida, Peoples Gas is critical in realizing a cleaner, more reliable energy future. ...
Utility Contract Cancellations
This article outlines the correct cancellation procedures for Utility Transfer Plus and Utility Embedded contracts to ensure consistent handling and customer service across operations. Definitions and Characteristics Utility Transfer Plus: Warranty ...
Renewal Incentive Process
Overview: As part of retention efforts, agents may: Offer an incentive that applies only to the renewal year Extend the current year's incentive into the renewal year before it expires. Use discretion based on customer engagement and eligibility. ...
Sears Intervention Team - Pilot
The Sears Intervention Team (SIT) will intervene for situations like parts NLA, install reschedules and additional assistance needed. This will reduce unnecessary calls, escalations, and provide case management support! Tier 1, 2 and Mail corr agents ...
Disable Payment Procedure: TIMX SCM
Customers may request to disable a payment for the following reasons: • Updating or switching payment methods. • Adjusting the bill date. • Resolving issues due to personal or financial changes. The bill date can only be changed ONCE per year. Steps ...
Popular Articles
Goodman Home Warranty
Cinch and Goodman have partnered to offer Goodman customers a customer centric home warranty program, branded Goodman Home Warranty. Goodman will also send out their own technicians to service specific appliance brands, only in the specific zip codes ...
Parts Procurement Note Template
These Note Templates are used when a Parts Procurement job needs to be created due to Sears, GE, or Whirlpool not being able to locate the needed part, the part was NLA through their suppliers, or are recommending a replacement. Customer Service ...
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 ...
GE Appliance Service Requests
Cinch has entered into a partnership with GE to better service our customers. GE will service our customer's GE brand appliances, which means that they will benefit by being served by only the highly trained, registered, GE Technicians and enjoy ...
Research Escalation: Creating Exception
The Research Escalation Exception is created when there is an escalated research request. Creating this exception notifies Parts Sourcing to review the request at a higher priority. This exception is ONLY to be created by Escalations, Authorization ...