Whirlpool Service Bench

Included in this article:

1. Overview
2. Log Into Service Bench  
3. View an Existing Service Job 
4. Service job Creation Procedure
5. Claim Preauthorization 
6. Finalizing the Customer Service Order 
7. Rescheduling a Service Job  
8. Cancelling a Service Job  

1. Overview

Service Bench is an external website that is owned and operated by Whirlpool. This site is used by our Guest Care agents when arranging service, both manufacture and PPP for Whirlpool family products; Jenn-Air, Amana, Kitchenaid, Maytag and whirlpool. 

Website: https://www.servicebench.com/site/login.php 

All service jobs must be created with the Service Bench service order and job creation and management tool. A few tips: 

    § Please do not contact servicers directly to schedule service, as this will result in duplicate service calls once the job is entered into Service Bench. 

    § Whenever a new service job is created within Service Bench, it is the responsibility of the service contract provider to ensure that proper pre-authorization information is supplied.  

    § If a service job needs to be rescheduled, be sure to use the rescheduling tool within the dispatch in Service Bench. Do not create a new dispatch for the requested reschedule date. 

2. Log Into Service Bench

1. In Internet Explorer, go to https://www.servicebench.com/site/login.php

2. Enter your Service Bench ID: 138050168 

3. Enter your user ID: admin 

4. Enter your password: This changes regularly, review with Appliance coordinator  

3. View an Existing Service Job

For the most up-to-date information on a service job, you can search for the service job in Service Bench and look at the notes at the bottom of the screen. 

1. Click Search Service Orders and Jobs. 

2. Enter the required information into the search fields and click Search. 

3. Select the required line item. The service order appears. 

4. Scroll to the bottom of the page to view the comments on the order.

4. Service job Creation Procedure

1. In Service Bench, go to Jobs > Processing > Create Service Order. Fill in the following: 

      a. First Name 

      b. Last Name 

      c. Address Line 1 (guests physical address) 

      d. City, Province, Postal Code  

      e. All applicable phone numbers 

      f. Email g. Directions/cross streets 

      h. Model Number 

       i. Serial Number 

2. Select the Billing Address box 

3. Select the applicable brand 

Note: Incorrect information may cause claims to be rejected. 

6. Click Save. A Service Order ID appears under the “General Information” heading of the order. 

7. Click on “Add Service Job” in order to initiate scheduling of a service call. 

Note: If the unit is a Special Order and does not provide model information directly within the CSO item description, go to the Customer Tab, right click, and select “Customer Buy History Inquiry.” Once you find the item requiring service, click only once on the line, right click, and select “More Details.” Click on the Comments tab and the model number can be found. 

8. Fill out the following: 

      a. Under the “General Information” header, copy the info from the Service Description field (carried over from the previous page) into the Problem Description field. 

      b. Enter ‘TDG’ in the Purchased From field 

      c. In the “Service Job Type” field always select “On Site Repair (Consumer)”. 

      d. In the “Payment Type” field, select  

            o “Warranty” for manufacture warranty calls 

            o “Service Contract” for extended warranty calls.

      e. Under the Products heading, select the product line of the appliance. If the product is a gas appliance, ALWAYS select Gas appliance 

9. Click Find Service at the bottom of the page to schedule the service date and time. 

Note: If the appliance is a Jenn-Air product, select Premium Canada in the drop-down list beside “Program”. 

10. In the Select Service Providers page: 

      a. Select all available service providers in order to display all available times  

      b. Click Continue 

Note: If you do not generate any technicians after selecting “Find Service,” try selecting “Start Over,” re-enter the necessary information and try finding service again. If nothing still, do the following: 

      o For Manufacture and Extended warranty, email NAR_ExtendedWarranty_CA@whirlpool.com using your ‘NAR Cannot Locate Service Email Template’ 

11. On the “Availability” page, select month on the top right hand corner. This will bring up dates during the month that are available. 

      a. Select the requested time, based on the guest and the technician’s availability by clicking directly on the requested time slot. Once done, press OK. 

      b. Confirm the time when prompted. 

Note: If a date appears on a Sunday, this means the technician will call the customer to schedule an appointment date. Appliance depots do not work on weekends. 

12. You are now directed to the ‘Products’ page.  

      a. Enter Purchase Date into the Purchase Date field 

      b. Enter the Customer Service Order number into the Service Contract Number field 

      c. Any special instructions for the technician can be left in the Special Instructions field (use back door, buzz 12 for entry, etc.). 

13. Click the Submit button at the bottom of the page in order to create the service job and generate a Service Job ID. 

5. Claim Preauthorization

Every extended warranty service job needs a preauthorization completed through Service Bench. Complete the following process if your guests is under extended warranty:

1. Click on “Create Preauthorization” at the bottom of the page to create the pre-authorization.  

2. Fill in the following information 

      a. Reference Number – Customer Service Order number 

      b. Authorization Code – Customer Service Order number 

            o If you receive a prompt stating the number is already in use, add a letter beside it 

      c. Enter 750 in the Cost Center field 

      d. Remove the model number from the Product Information field 

      e. Select Multiplier in the labor field dropdown menu 

      f. Enter 1 into the labor field 

      g. Enter 650 in the Parts field (leave the dropdown to minimum) 

3. Click on “Save” at the bottom of the page to create the Preauthorization. 

4. After the preauthorization has been saved and you are returned to the Edit/View Service Job page, confirm all of the information that will appear on the order. You will now see that an authorization number has been generated beside the model information under the Products heading.  

6. Finalizing the Customer Service Order

Use this process after scheduling a service job on Service Bench with the guest:

1. In Storis, go into Enter a Customer Service Order 

2. Select Actions > Audit Comments Log > Update Comments. Add in the following details: 

      a. Service ID Number 

      b. Service Provider 

      c. Scheduled Date 

      d. Preauthorization (if under extended warranty) 

3. Update Next Contact for two business days after the scheduled appointment 

4. Update Last Contact to today’s date 

5. Save out of the service order 

7. Rescheduling a Service Job

Use this process when a guest calls in wanting to reschedule their Service Bench appointment date:

1. Service Bench > Home screen > Jobs > Search Service Orders and Jobs 

2. Search for the desired order by service order ID, phone number, etc. 

3. Click Search 

4. Select desired service job 

5. Click Reschedule  

6. Select the desired reschedule time from the scheduler by clicking directly on the desired time frame. 

7. You are returned to the Edit/View Service Job screen enter the reschedule reason when prompted.  

8. Click Save at the bottom of the screen to save the service job with the new scheduled time.  

Note: If an order needs to be rescheduled, please make sure that the order is rescheduled before 5 p.m. the day prior to service. 

8. Cancelling a Service Job

Use this process when a guest calls in to cancel their Service Bench appointment:

1. Service Bench > Home screen > Jobs > Search Service Orders and Jobs 

2. Search for the desired order by service order ID, phone number, etc. 

3. Click Search 

4. Select desired service job 

5. Click Cancel  

6. Provide reason for cancellation when prompted 

Note: If a guest requests to re-initiate a job, they will need to create a new service. All cancellations must be done before 5 P.M. on the day prior to the scheduled service date.