Time-Sensitive Service Calls that need to be performed on a Saturday should be emailed to the On-Call Technician, and receipt of the service call must be received from the technician.

CUT-OFF TIME: The cut-off time for scheduling Saturday Service Calls on a Saturday is 2:00 pm local time*. Do not schedule a Saturday Service Call and/or assign a work order to an On-Call Technician after 2:00 pm local time* on Saturdays.

*This is the local time of the customer’s servicing District Office. 

• Change the assigned route inside the Service Call work order to the appropriate route shown on the Company On-Call list.
• Always add “Please Reply“ to the front of the Subject field in the Service Call emails. (See the below example)
• Keep a physical list of the following information for the Saturday service calls you create: (1) Account number and (2) time the service call was created.
  • If you receive an email reply from the on-call technician, remove the service call from your list.
  • If you don’t receive an email from the on-call technician after one hour, call their District’s On-Call Manager to report the issue.
    • If you reach the On-Call Manager on the phone, remove the service call from your list.
    • If you cannot reach the On-Call manager, call and report the situation to the appropriate District Manager.
    • If you cannot reach the District Manager, call and report the situation to the appropriate Regional/VP.

District Offices in Eastern Time Zone (EST):
All Georgia District Offices. All Knoxville District Offices and the Chattanooga District Office in Tennessee.

District Offices in Central Time Zone (CST):
All Alabama, Florida*, and Mississippi District Offices.
All Nashville District Offices, All Memphis District Offices, Shelbyville District Office, and the Jackson District Office in Tennessee.

*The Tallahassee, FL, District office is in the Eastern Time Zone (EST). 

When you receive a call from a customer serviced by another District requesting a refund:

• Acknowledge the customer’s concern and be empathetic of the situation they’re in.
• Locate their account and ensure there are no obvious misunderstandings to address.
• Complete the Refund Request Communication Form while still on the call to collect as many details as possible.
• After submitting the form, let the customer know that you’ve “initiated the refund process.”
• Also, let them know that someone from their local office may contact them when they reopen for more details.

When you receive a complaint from a customer serviced by a different District Office,

• Sincerely apologize for the inconvenience created by the reported issue.
• Complete the Customer Complaint Form, located under Customer Experience on the Forms Page.*
• Add a private account note stating, “Customer complaint received and sent to DM.”

*IMPORTANT: If the customer has stated they do NOT want to speak with their local District or request to speak with the Corporate Office, please select the “Home Office” option from the District Office drop-down menu.

When you receive a call complaining about how a Cook’s vehicle is driving:

• Sincerely apologize and thank them for reporting the issue.
• Gather as much of the required information as you can from the caller.
• Complete the Driving Complaint Form, located under Customer Experience on the Forms Page.

When you receive a call from someone requesting a WIIR, use the “Real Estate Transaction” form to collect as much information as possible from the caller.

1. Let the caller know that WIIR must be issued by their local District but that you’d be happy to help get the process started.
2. Collect and submit as much information as possible in the Real Estate Transaction form. (Be sure to thank them for the information periodically as you’re collecting this.)
3. Let the caller know that someone from their local District will reach out to them about the WIIR the next business day.
4. If the property is currently serviced by Cook’s, add a Private Account Note stating: WIIR Request received and sent to District.

IMPORTANT:
Do NOT create a Cancellation event or WIIR event on the customer’s account. This needs to be handled by the servicing District once they receive the information you’ve collected.

TennCare is the state of Tennessee’s Medicaid program, which provides some pest control services to qualified recipients.

Here are the three ServicePro accounts all TennCare customers are serviced through:
BlueCare 94396
Amerigroup 95916
United Healthcare 95919

All TennCare service and billing requests are handled by the designated corporate accounts clerk at the Home Office.

• If you receive a call about a TennCare account DURING Home Office business hours, please transfer the call to the phone number below.
• If you receive a call about a TennCare account AFTER Home Office business hours, please send the information to the email address below.

Contact Information:
choicescare@cookspest.com
866-627-2055

Corporate Accounts are larger accounts where all administrative responsibilities are handled by the Home Office, but serviced by local District Offices.

Each corporate account in ServicePro will have the name and phone extension of the Corporate Accounts Clerk assigned to the account. (See below)

• For ALL calls received during Home Office business hours, transfer the call to the appropriate Corporate Accounts Clerk.
• For BILLING calls outside Home Office business hours, email the appropriate Corporate Accounts Clerk from within ServicePro.
• For SERVICE calls outside Home Office business hours, create a service call for the correct program, including the appropriate Corporate Accounts Clerk in the email sent to the servicing office.

If you receive a phone call for a Home Office employee, during or outside business hours, transfer the call to the Home Office front desk: 256-355-3285