CUSTOMER SUPPORT QUEUE RESOURCES
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.

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:
When you receive a complaint from a customer serviced by a different District Office,
*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:
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.
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.
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)

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