ServiceBench

ServiceBench
Reassignment Process
Reassignment Overview
When the originally

assigned Service
Provider is unable to
fulfill the Service
Request, the request is
assigned to another
Service Provider and
the reason for the
reassignment is
captured.
© 2021 Cinch Home Services, Inc. | A Cross Country Group Company | Proprietary and Confidential
Reassignments
Reassignments are not favorable, and we make every effort to keep the service request assigned to the
original Service Provider.
There are unavoidable situations where we will be required to reassign to a new Service Provider, and in
some cases send the request to our dispatch department to assist.
Always follow the Reassignment Guidelines to verify when and if the service request can be reassigned.
ServiceBench Reassignment Process - Open the Job
Navigate to the
correct Service
Job from the CEC
page or by
searching with the
Service Job
Number.
Click on the
Service Job #
hyperlink to open
it.
Review Service Job Details
Verify the service request is on the correct item and is assigned to the correct Service
Provider we need to Reassign.
Click the Service Order ID hyperlink to open the service order and verify the service job severity.
Follow proper reassignment guidelines based on the severity.
Depending on the reason for the reassignment request, a call to the original SP may be
required to attempt to make contact or to confirm the need to reassign.
Review the Service
Description Manual Note
to help determine if this is
a Single or a Multi-item
Request – Use probing
questions to find out if
more than one request
needs to be reassigned.
Reassign the Service Job
After following the Reassignment Guidelines to confirm the request can be reassigned, Click Reassign.
Select Service Provider(s)
If the system locates additional Service Providers within 25 miles it will show an Available Service
Provider(s) list.
Check the Select boxes to see possible availability on the SP Calendar and click Continue.
The original Service Provider will show an asterisk and will not have a checkbox available.
Select a Service Provider
On the calendar if there is an appointment showing for Sears or GE, then confirm the appointment will
work with the customer and select it to schedule.
If there is Possible Availability showing for a third-party company, then select an “appointment” option to
assign them to the service job.
Recheck Availability
If no availability is showing, then check boxes for additional Service Providers below the calendar, when
available, and click Recheck Availability.
No Availability
If there is still no availability on the SP Calendar, then click Start Over to go back to the Service Job and
perform a Service Locator Search.
Follow the reassignment guidelines based on service job severity.
Submit the Service Job
When a Service Provider is selected from the SP Calendar, the system returns to the
Edit/View Service Job screen.
Enter Special Instructions if applicable.
Click Submit to complete the reassignment.
Reassignment Reason
Select the appropriate

Reassignment Reason from
the dropdown list.
A Reassignment Comment
is only required here if the
reassignment reason “Other”
is selected.
After selecting the reason,
click Submit.
Updated Service Job
The Service Job # will now

show an increased digit
after the dash, and the
new Service Provider’s
information populates.
Advise the customer of the
updated information.
Documentation
Document pertinent information regarding the reassignment in the Comment field:
• Name of caller
• Reason for reassign
• All SPs contacted and their response
• Actions taken
• Expectations set for the customer
Click Save.
Service Job - 3 Or Higher
If the Service Job Number is a - 3 or higher, then contact all available Service Providers from the SP
Calendar and Service Locator to attempt to obtain verbal acceptance of the job.
If unable to assign the service request after calling all Service Providers, then manually assign to procure
vendor.
Service Job Severity - Standard and Emergency
The severity of the service job determines how to reassign.
For any severity if Sears or GE has an appointment available within an appropriate timeframe,
then schedule the appointment for the customer.
Standard Assign to the highest ranked SP showing possible availability on the SP

Severity Calendar.
If Service Locator Search had to be performed, then contact up to 3 for verbal

confirmation before manually assigning to Procure Vendor.
Emergency Contact up to 4 SPs between the SP Calendar and Service Locator Search
Severity lists.
If no verbal confirmation received, then assign to the highest ranked SP that

did not refuse the request from the SP calendar list (within 25 miles).
If this is not an option, then manually assign to Procure Vendor.
Service Job Severity - Medical Emergency
If Sears or GE is showing an appointment the customer accepts, then select the day and time to schedule
a real-time appointment.
Medical Contact ALL Sps between the SP Calendar and Service Locator Search lists
Emergency for verbal confirmation.
Severity
If no verbal confirmation received after contacting ALL SPs, then manually assign to
Procure Vendor.
ServiceBench - Reassignment
Review the Reassign a Service Request KB Article (Article Under Review)
https://desk.zoho.com/portal/cinchpreprod/en/kb/articles/reassign-a-service-request
Now, Let’s Practice!

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When the originally

Follow the reassignment guidelines based on service job severity.

Select the appropriate

The Service Job # will now

Standard Assign to the highest ranked SP showing possible availability on the SP

If Service Locator Search had to be performed, then contact up to 3 for verbal

If no verbal confirmation received, then assign to the highest ranked SP that

If this is not an option, then manually assign to Procure Vendor.

Now, Let’s Practice!

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