Week 1: Systems & Software Training

Overview

Week 1 for office staff focuses on getting all systems set up and a foundational understanding of ServiceTitan before any live call handling begins. ## Day 1 — Orientation

- Report to 446 Windsor Park Drive, Dayton, OH 45459

- Meet with Office Admin and the Office Admin (office lead)

- Paylocity onboarding: direct deposit, tax forms, benefits enrollment

- Employee Handbook review and signature

- Email, phone extension, and voicemail setup

## Day 2 — ServiceTitan Foundations

- Log in to ServiceTitan with assigned credentials

- Overview of the main navigation: dispatch board, customer records, jobs, invoices

- How a job flows: call booking → job creation → dispatch → completion → invoice

- Read-only review of the dispatch board with DSR

- Review the ServiceTitan Office SOP set (Phase 3)

## Day 3 — Phone System & Call Flow

- Phone system walkthrough: incoming calls, hold, transfer, conference

- How inbound calls are handled at Spartan (Avoca handles overflow — understand how it works)

- Review Inbound Call Script (Phase 3 — Phone & Dispatch SOP set)

- Listen to 5 recorded calls with Office Admin

## Day 4 — Additional Systems

- Paylocity: clock in/out, time-off requests, pay stub access

- Company email conventions and response standards

- File naming and document storage standards

- Review relevant company policies (Cell Phone & Technology Use, Attendance & Punctuality)

## Day 5 — Week 1 Wrap-Up

- Q&A with Operations Manager

- Shadow the Operations Manager or lead CSR on live calls (observer only)

- Confirm Week 2 phone training schedule

## Completion Criteria

- ServiceTitan login working, basic navigation understood

- Phone system operable (answer, hold, transfer)

- Paylocity setup complete

- Ready for phone shadowing in Week 2

## Related SOPs

- Office Onboarding Overview

- Phone & Dispatch SOPs (Phase 3)

- ServiceTitan Office SOPs (Phase 3)