Office Onboarding Overview (90-Day Plan)

Overview

This card outlines the complete 90-day onboarding program for new Spartan Office and Admin staff. Office staff roles include CSR (Customer Service Representative), dispatcher, billing, and administrative support. This program builds competency in Spartan's call process, ServiceTitan, dispatch operations, and customer service standards before independent operation.

Who This Applies To

All newly hired Office & Admin staff at Spartan Plumbing, including CSRs, dispatchers, billing coordinators, and administrative assistants.

Program Timeline

| Phase | Timeline | Focus |

|-------|----------|-------|

| Orientation | Week 1 | Company, systems, policies |

| Phone & Systems Training | Weeks 1–2 | Call handling, ServiceTitan, phone scripts |

| Supervised Call Handling | Weeks 2–4 | Handle calls with supervisor monitoring |

| Dispatch & Scheduling | Weeks 4–6 | Dispatch board, tech coordination |

| Independent Operations | Weeks 6–8 | Full job ownership with daily check-ins |

| Escalation Training | Throughout | Customer escalations, difficult calls |

Key Systems for Office Staff

• ServiceTitan — primary platform for booking, dispatch, invoicing, customer records
• Paylocity — employee self-service (pay stubs, time off requests)
• Company phone system — all inbound and outbound calls
• Avoca — AI call assistant handling after-hours and overflow (awareness only)

90-Day Completion Criteria

• Handles all standard inbound calls independently
• Books and dispatches jobs without supervisor oversight
• ServiceTitan navigation proficient (booking, dispatch, invoicing)
• Escalation procedures understood and practiced
• 90-Day Review with Operations Manager passed

Related SOPs

• Week 1: Systems & Software Training (Office)
• Weeks 1-2: Phone Handling Training & Shadowing
• Weeks 2-4: Supervised Call Handling
• Weeks 4-6: Dispatch & Scheduling Training
• Weeks 6-8: Independent Operations
• Escalation Procedures Training
• 90-Day Performance Review