Market Lead - Austin

Market Lead Expectations

• Sets the bar in Key Performance Indicator’s (KPIs), promotes engagement, holds themselves and their team to the company processes/policies.
  • KPI’s
    • 8 requests a month for the market lead and all inspectors on troop.
    • 0-1 complaints per year
    • 5-star reviews
  • Hold inspectors accountable to scoreboard requirements.
    • See above KPIs
  • Lead/Facilitate Huddle calls and help establish weekly topics.
  • Push new information and services down to the inspectors.
    • Understands new information and policies. Able to answer questions and confidently offer directions to their troop.
  • Recruit new inspectors to GreenWorks and your troop.
  • Part of the Hiring process.
    • Understand the hiring process and promote GreenWorks.
  • Coach, train and develop inspectors after corporate training is completed. Develop future leadership.
    • Move inspectors up the tier system.
      • Move all inspectors to tier 2 and design “growth” plan.
    • Sells other GreenWorks solutions and pushes inspectors to follow the example.
      • Sewer Scopes
      • On-site Mold samples
      • Etc…
    • Quality control checks on troop members.
      • Visit inspectors in the field 1x per week. (Core Value Shifts)
      • Meet with 4 inspectors a month to check their appearance, walk through and report.
    • Handles initial callbacks for client concerns/complaints.
      • When a complaint chat is initiated, take the lead on getting inspector feedback and responding to the client within 24 hours.
      • Work on a resolution to clear up concerns/complaints in a timely manner.
    • Has a presence on teams and the company interactions.
      • Comment on announcements and posts to show team encouragement.
    • Encourages strong communication from the field to support verticals. IE, AEs, operations, management.
    • Available for up to 9 inspections a week
      • When not doing an inspection, completing field work to improve troop KPIs.
    • Develop, Delegate and Doublecheck next troop leaders.
      • Set clear expectations of your vision.

Benefits

• Leading a group of inspectors. Setting your footprint on an ever-evolving industry.
• 1% override on troop
• Opportunity to add your ideas to a growing company.

Meetings

• Troop Huddle Call - Date and time (Weekly)

Day Off Requests

• ISN – Check ISN first to make sure they are not already booked. Requirements: 3 consecutive days or more requires 14 days’ notice. Less than 3 consecutive days requires 7 days’ notice. If they are booked, can we move the appointment if not requested?
• Bamboo HR – approving time – you should get the app and you’ll get an email. Once ISN and schedule is completed, BambooHR is approved/denied.
  • Need to make sure they are using the correct time off. (Paid/Unpaid)

Complaints

• Follow complaint process. Complaint survey > complaint chat created > inspector call/feedback > ML call.
• As ML, you have ability to request full refund. Last minute resort. This is after any other options or explored. Waiver needs to be signed before refund is issued.
• Get to know the online agreement.

Teams

• Need to add to channels.
  • Market Leads Texas
  • Inspection Leadership
  • Each Troop members AE channel
  • Add to individual inspector’s payroll channel.
• Monitor inspector channels and provide guidance.
• Monitor inspector payroll breakdown.

ISN

• Monitor the skill set in ISN. Make sure it matches your skill set spreadsheet.
• Monitor ISN to make sure ensure we are taking advantage of training opportunities, etc…

Team Morale

• Be proactive. Keep inspectors involved.
• Promote growth and development of leadership skills.
• Incentives?

Team Development

• What does the development/growth plan look like?
• Increase skill set.