CCHS Call Routing Procedures

Version: 14 - 11/15/2016

The following call routing procedures are required when a document is requested to be faxed or emailed
and also when CCHS Supervisor assistance is required.

When routing calls, the CSP is required to first attempt the proper conference procedures as outlined below
if the warm conference attempt fails, follow the script for cold transfer.

1. Warm Transfer: Contact the next associate and provide all necessary information. Provide a handshake.
2. Cold Transfer: Set proper expectations. No handshake. If unable to connect directly to another party,
inform the caller that you are connecting them to the <department name> department and the next
available representative will assist them.

CCHS Departments Hours of Operation (EST)

Authorizations Phone support Monday-Friday 8:00am - 10pm,

Saturday 8:00am - 7:00pm and Sunday 9:00am - 6:00pm

The Express Service Portal is available 24 hours a day, 7 days a week

Customer Service 24 hours a day, 7 days a week, 365 days a year

Case Management Monday through Friday 8:00am to 9:00pm, Saturday 8:00am to 4:00pm,
closed Sunday

Membership Services: Enrollment Monday through Friday 8:00am to 7:00pm, closed Saturday and Sunday

Membership Services: Retention Monday through Friday 8:00am to 9:00pm, Saturday 9:00am to 5:30pm,
closed Sunday

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CCHS Call Routing Procedures
Scenario Receiving
Department
Faxed Work Order Request Customer
Service
Faxed New Vendor/Owner Com- Customer
pany Instructions Service
Maintenance Make-up Service Customer
Visit Service
Subject to terms and con-
ditions of the product, and
require CCHS Supervisor
override
Exceptions may be made for,
but not limited to inclement
weather that may prevent
S/P from servicing the AC
The customer must call in
the makeup within 30 days
of the original request date
Questions or System Processing Customer
Support Service
Ext. Procedure
1640 CSPs must direct the Service Partner to the
ESP (educate them on the Express Service
Portal as outlined in the slide)
If the S/P is unable to take the job without the
work order and cannot access ESP, the CSP
will call CCHS Customer Service to have them
fax the work order to the S/P
1640 This process applies only when the OwnerCo
information is available either from the home-
owner or the technichian
CSPs will gather the OwnerCo information
completely and document the information in
the notes
CSPs will call CCHS Customer Service to
request that they fax the New Vendor/Owner
Company instructions to the OwnerCo and/or
the homeowner
It is not necessary to warm transfer the Own-
erCo or homeowner to Customer Service
1640 Warm transfer except when wait times for
Customer Service exceed 45 seconds
After 45 seconds, cold transfer the call and
document details of the call in the notes
1640 Researching an item, close a recall, open a
claim, reverse a canceled claim, etc
Vendor assignments - Customer is disputing a
vendor assigned to service their claim
Rush map search - delay in assigning vendor
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CCHS Call Routing Procedures
Scenario
Escalated Calls
All Press or Media requests
Gather all pertinent infor-
mation and follow the live
transfer process
HMS Renewal
A customer calls about
renewal
The system prompts you to
remind the homeowner of
pending renewal date.
Cancelation - TotalProtect/DTC/ Membership 3037
Others
ElectronicsProtect
Enrollment and billing ques- Services/
tions
Electronics Protect
To place a claim or inquire
about claim status.
Receiving Ext. Procedure
Department
Case 3006 The call Escalation Guidelines must be reviewed
Management and followed prior to escalating a call to the Case
Management team.
Call for assistance beginning with the Case
Managements team rotation at x3006
Do not hold for longer than 60 seconds (refer
to Escalation Guidelines)
If no answer and the customer refuses a call-
back, seek assistance from a member of the
Management team
Case 3006 Document the request and information gathered
Management in the notes and create one of the following tasks:
Enter a Live Transfer Task - Media/Press Re-
quest when the Case Management Supervisor
answers within 60 seconds
Enter a Callback Task - Media/Press Request
when the Case Management Supervisor does
not answer within 60 seconds
Membership 1641 Warm transfer except when wait times for
Services/En- Membership Services exceed 45 seconds
rollment After 45 seconds, cold transfer the call and
document details of the call in the notes
Customer wants to cancel or threatens to cancel
Services/ their warranty
Enrollment Warm transfer except when wait times for
Membership Services exceed 45 seconds
After 45 seconds, cold transfer the call and
document details of the call in the notes
Membership 3037 Warm transfer except when wait times for
Membership Services exceed 45 seconds
Enrollment After 45 seconds, cold transfer the call and
document details of the call in the notes
WarranTech N/A (These toll free numbers dial directly in to Warran
Tech, bypassing any prompts. They should not be
given to customers.)
Provide the WarranTech representative with
the details of the request prior to releasing
the call
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CCHS Call Routing Procedures
Scenario Receiving Ext. Procedure
Department
Service Partner Calls Customer Authorizations 1642 Warm transfer except when wait times to Custom-
Service er Service exceed 45 seconds
This also applies when a S/P is After 45 seconds, cold transfer the call and docu-
calling for a work order and/ ment details of the call in the notes
or checklist to perform main-
tenance
DTC 3x3 TotalProtect Whole Home DTC TeleSales 1349 Warm transfer except when wait times for Cus-
warranty - Nest Protect Campaign tomer Service exceed 45 seconds
Warm conference to DTC Tele- After 45 seconds, cold transfer the call and docu-
Sales for all inquiries regard- ment details of the call in the notes
ing the radio ad, marketing
information received (email
or direct mail) and customer
wishes to enroll and receive
the Nest Protect device

Frequently Used Phone Numbers

Dept. Extensions Call Back Phone Numbers Sears Phone Numbers
Customer Service 1640 3rd Party 800-474-4047 **General** 855-256-2467
Authorizations 1642 Appliance Buyline 800-475-9679 Sched. Appt. 888-331-4573
HMS Renewal 1641 Authorization 800-331-7421 Appt # for H/Os 800-905-9505
Retention 3160 **Claims Dept.** 800-432-1033 Paid Call 888-826-6975
Spanish
Cancelation 3037 HMS Corporate Office 800-327-9787 Parts 800-366-7278
Accounts Payable 3082 HMS Membership Services 800-247-3680 Delivery 800-732-7747
Case Management 3006 HMS Renewal Hotline 800-468-7316 Installation 800-605-2128
Appliance Buyline 3061 Home Protect 866-439-7710 Lawn & Garden 800-215-9166
Electronics Protect 866-214-7009
OWNERCO WarrenTech: 855-830-8012
Mail: PO Box 551299 Electronics Protect Claims
Ft. Lauderdale, FL 33355-1299
Fax: 888-841-4500 ADDRESSES Sears 25% Discount
Email: General Correspondence Mail:
supportservices@cchs.com PO Box 551299 Sears Operations Center
Ft. Lauderdale, FL 33355-1299 921 Eastchester Dr. Ste 1230
General Electric Numbers: Corporate High Point, NC 27262
General 800-626-8690 1625 NW 136th Ave Fax: 336-883-9601
Delivery 800-523-7277 Bldg E, Suite 210 Email:
Parts 800-626-2002 Ft. Lauderdale, FL 33323 homewarranty@searshc.com
Site I.D. 1100878

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