At CCHS, we have over 25-years of experience providing support for customers who often need urgent help.  During the peak summer and winter service season, we often handle calls from customers distressed by faulty air conditioning or heating systems.  To provide the highest quality service as quickly as possible, we rigorously train our customer service professionals and utilize proprietary technology to ensure that the right service provider is selected for each job.

24-Hours-a-Day, 365-Days-a-Year Service
Our approach to service starts with a commitment to always be there – 24-hours-a-day, 365-days-a-year – when a customer calls.  We provide several convenient and speedy ways to place a claim.  Upon calling, customers can choose to receive service by speaking with a customer care representative or through our automated claims processing system.

Training & Quality Assurance
Before they take their first call, all CCHS customer care representatives receive extensive training that emphasizes product knowledge and our high expectations for customer care.  Our customer care staff also receives continuous training on a monthly basis to reinforce their product knowledge and service delivery standards.

Beyond training, CCHS ensures quality service delivery through a rigorous quality assurance program that utilizes dedicated quality specialists.  These specialists perform frequent remote and side-by-side call monitoring, as well as real-time coaching.

But ultimately the customer judges the quality of our service delivery.  That’s why we’ve developed an extensive customer satisfaction program that our quality assurance team uses to identify issues and to take corrective action.

Selecting the Best Service Provider
Once a customer requests assistance, it is crucial to assign the right service provider to the job.  This ensures that the customer receives the best service possible, as quickly as possible.

Leveraging CCHS’ exclusive Dynamic Vendor Rating^SM system, customer care representatives use an automated solution to first identify what skill set is needed to satisfy the customer’s needs, and then find the best vendor to meet those needs. With a national database of over 40,000 highly qualified service providers, our proprietary algorithm utilizes a real-time assessment of over thirty weighted variables to ensure that the best vendor is selected for the job.