Company: Cinch Home Services; Boca Raton, FL
Nomination Submitted by: rbb Communications
Company Description: Cinch Home Services is the leading home services company that makes it easy for everyone to enjoy their home to the fullest, regardless of whether they own or rent. Building upon 40 years of proven experience, Cinch uses smart, modern tools and an award-winning customer support network to remove the guesswork around preventing, diagnosing, and solving a wide variety of home-related issues.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - Other Service Industries
 Nomination Title: Jonathan Rubenstein
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2022 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 200 words used.
Cinch Home Services is a leading home services company with over 45 years in customer service excellence. The brand is constantly seeking ways to improve its offerings through smart, data-driven strategies that help better satisfy homeowners nationwide.
Described by colleagues as one of Cinch’s most dependable team members, Jonathan Rubenstein has been a key player in recent customer service improvements for the brand. As Cinch’s Service Business Analyst, his work involves developing reports to identify areas of need internally and throughout the company’s service network.
He recently helped lead reporting for a major project focused on aged jobs — warranty claims delayed [REDACTED FOR PUBLICATION] due to reasons such as awaiting specialized parts on backorder or service provider unavailability. Detailed research from Jonathan was the catalyst a newly launched strategic task force, aimed at quickly reducing these aged jobs and routing future claims in a way that minimized claim backlogs.
“Jonathan is one of Cinch's secret weapons,” said Barry Miles, Vice President of Customer Experience at Cinch Home Services. “Because of his work, our operations and customer service teams have a data-driven approach to all efficiencies, resulting in changes that truly positively impact on our customers.”
- Outline the nominee's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
Jonathan joined the Cinch team in May of 2019, bringing a diverse background of analytics and operations from major U.S. companies. He’s since acted as an extension of many different departments within Cinch, pursuing projects where he’s built relationships enterprise-wide.
“Jonathan takes the time to not just look at the data, but to understand our entire company in a cross-functional way that makes his observations incredibly meaningful,” noted Miles. “His deep understanding of how the numbers he’s looking at translate to each aspect of the company has made him indispensable to our success.”
In 2023, Jonathan assisted with an internal audit [REDACTED FOR PUBLICATION], which led to the aged job initiative – a transformative journey to redefine how the company tackles aged claims [REDACTED FOR PUBLICATION], both to clear out the existing cache and set the company up for future efficiencies.
But before the assigned team could address the aged jobs effectively, they needed an informed approach —an area where Jonathan excels.
Initially, the team only knew the [REDACTED FOR PUBLICATION] number of aged jobs without understanding causes. This limitation hindered their ability to tailor their response to specific issues. Jonathan proposed and executed a categorization system [REDACTED FOR PUBLICATION] so they could be assigned to a claims specialist knowledgeable in that category.
This system, [REDACTED FOR PUBLICATION] streamlined the task force's process and sped up resolution time significantly while tracking success.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 62 words used.
[REDACTED FOR PUBLICATION]
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 250 words used.
Jonathan’s reporting and development of the Aged Jobs Rapid Model has marked a pioneering step in Cinch Home Services’ claims management process, helping to address a common bottleneck faced across the home services sector. [REDACTED FOR PUBLICATION] This approach, aimed at addressing pressing demands, further dissatisfies customers whose services are continuously delayed, underlining the importance of Cinch’s balanced approach to job management.
And Jonathan’s results tracking proved just that. The task force was able to quickly and significantly reduce aged jobs in the system [REDACTED FOR PUBLICATION]. Additionally, overall customer satisfaction has increased in response to this project and adjacent initiatives [REDACTED FOR PUBLICATION].
Sandy Camera, Vice President of Network Operations at Cinch, explained: “The aged jobs task force is just the latest example of when Jonathan’s reporting has ultimately been the driver for solutions. When you add him to any project, you always know that Jonathan is going to outperform what is expected of him and will do so with such precision that exemplifies his passion for positively impacting customer service strategies.”
Jonathan’s work has helped Cinch set a new standard for the industry, keeping backlogs to a minimum and giving all customers the meticulous attention that they deserve — no matter the type of claim or service needed.
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