Recent Articles
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 ...
Unscheduled Tasks
An Unscheduled Task is automatically created within Zoho when a Service Request has been created, assigned to a Service Provider and Accepted; however, the Service Provider has not scheduled an appointment within 36 hours. These tasks will be ...
Unscheduled Task Note Template
Notation is extremely important for the Unscheduled Task process. Writing understandable and clear notes is required to help the agents that come behind you know what is happening in the job in order to relay accurate information to the customer. ...
Unscheduled Task Scripting
OUTBOUND CONFERENCE CALL Service Provider Greeting “Hello, this is <Agent Name> with <Cinch Home Services/Sears Home Warranty> on a recorded line which may be monitored to improve quality. Who am I speaking with? I was calling to confirm if an ...
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 ...