Welcome to the Champion Windows Wiki!

Champion Inbound (CIB) Hours of Operation

513-326-5038

Monday - Friday          8 AM - 9:15 PM 

Saturday                      9 AM - 5:30 PM

Role: Vital asset to the front end of the Champion business and often the first point of contact our customers have with the brand; scheduling quality in-home estimate appointments is top priority to our success.

Additionally, the center provides same-day phone support for store’s factory representatives as needed to report no-shows, rep running late or rep needing directions to appointment address when ASC is closed.

For escalations, CIB reps provide empathy to the caller and will try probing them for information by asking questions like: Have you spoken with your local store?" or "Have you talked to the Division Manager?" Based on their response, we either transfer call to the store, send a templated email or escalated email, or send to Lynn.

Appointment Support Center (ASC) Hours of Operation

513-512-6797

Monday-Friday         7 AM - 10 PM

Saturday                   8 AM - 6 PM 

Role: Appointment Support Center provides administrative support to Champion stores for all in-home estimate appointments. Administrative appointment support includes updating pre-set appointments in store’s Appointment Plus calendar, researching address and year built of the potential customer, keying the appointment into store’s Access database, monitoring store’s general email box for appointment changes, preparing summary report and appointment forms daily for store’s DM/SM, keying assignments and keying results.

Additionally, the center provides same-day phone support for store’s factory representatives as needed to report no-shows, rep running late or rep needing directions to appointment address

Service Support Center (SSC) Hours of Operation

513-326-5036

Monday-Friday          8:00 AM - 7:00 PM

Saturday                    9:00 AM - 1:00 PM

Role: Service Support Center takes all option 3 and 4 calls for Champion stores with limited in-store personnel, creates issue trackers to communicate with the store and solves minor customer concerns. Additionally, callers from any store can be transferred to SSC when checking on the status of their new order, the status on their existing repair or to create a new repair order either in Access or CRM. SSC will eventually order replacement products and repair parts for stores with limited in-store staffing. 

National Customer Care (NCC) Hours of Operation

513-580-5705

Monday-Friday          8:00 AM - 5:00 PM

**Closed Saturdays**

Role: When the customer escalates the situation immediately upon answer or mentions the following items on the phone, please transfer them to National Customer Care:

· The customer mentions reporting Champion to the BBB (Better Business Bureau)

· The customer mentions suing Champion and/or contact with a lawyer

· The customer mentions writing bad reviews online

Central Service Group (CSG) Hours of Operation

   The Central Service Group handles working with the customer and technicians to schedule, follow up, and order parts for installation and measures for our locations.   

• • Should a customer need to reach CSG for any of the below, email csg@getchampion.com

  • Should a customer need to schedule a remeasure, email remeasure@getchampion.com 

• This group collects any level one cases from Service Support and manages them for each assigned division.   

1.  Assists with scheduling and routing the service techs.   

2. Contacting customers to schedule  

3. Receives product information off trucks and enters it into CRM   

4. Quotes non-warranty work   

5. Works all daily assigned tasks and cases  

6. Notates all accounts  

This group works at the store level and has more eyes on inventory and scheduling measures and installs.  

The manager of this department is Kelly Meyers & Stacey Loper