Weeks 6-8: Independent Operations

Overview

During Weeks 6–8, office staff run all core responsibilities independently — call handling, booking, dispatch, and basic billing support — with the Office Admin available but not actively monitoring every task. ## Responsibilities

- All inbound calls handled independently

- Full dispatch board management (owns the board for the day)

- Booking accuracy maintained at 95%+

- Customer follow-up calls made as needed

- Basic billing support: invoice questions, payment confirmation (escalate disputes to the Operations Manager or Operations Manager)

- After-hours scheduling coordination as needed

## Monday Morning Meeting (Mandatory)

Office staff attend the Monday Morning Meeting (7:30 AM). Come prepared to share:

- Any scheduling issues from last week

- Open callback or complaint items

- Any customer situations that need Josh or Operations Manager awareness

## Performance Targets (Weeks 6-8)

| Metric | Target |

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

| Calls answered within 3 rings | 95%+ |

| Booking accuracy | 95%+ |

| ServiceTitan notes logged same-day | 100% |

| Dispatch board cleared by 7:00 AM | 100% of days |

## Escalation Protocols (Must Know)

- Customer requests to speak with manager: transfer to DSR immediately — no delay

- Complaint about technician work: log in ServiceTitan, escalate to Operations Manager same day

- Billing dispute: escalate to the Operations Manager or Operations Manager — do not promise refunds

- Tech calls in sick day-of: immediately notify Operations Manager for coverage decision

## 90-Day Review Prep

At end of Week 8, Operations Manager reviews readiness for the 90-Day Review with Josh:

- Call log, booking accuracy, dispatch performance

- Any customer complaints or escalations from this period

- Systems proficiency (ServiceTitan, billing basics)

## Related SOPs

- Escalation Procedures Training

- Phone & Dispatch SOPs (Phase 3)

- 90-Day Performance Review & Certification (Office)