Jessica Ayala

VENDOR RELATIONS -

• Put together agreement packets
• Send insurance certificates to vendors

MARKETING -

• Christmas baskets
• Other baskets

MARKETING - AS ASSIGNED

• Help w/event planning
• Food plans for events

ERRANDS

RUN PARTS

PICK-UP PERMITS

PHYSICAL MAIL

GATHERING BUSINESS INFO AND CURRENT EVENTS INFO

PAYROLL -

• Attendance
• Review timesheets and enter
• Pay payroll taxes and other payroll items
• Payroll quarterly audit

PARTS

• Price shop for parts
• Order parts for stock
• Order parts for jobs
• Follow up on parts ordered
• Return parts
• Parts price sheet
• Relationships with suppliers
• Meetings
• Phone conversations

FINANCIALS / BOOKKEEPING

• Reconcile QB vs. Bank
• Scanning & filing receipts

AMERICAN STANDARD REWARDS TRACKING

RECYCLING / SCRAP PRICING

QUALITY CONTROLS

PROPANE LEVEL AT BARN

BACKFLOW GAUGES

VEHICLES AND EQUIPMENT

• Keys and Key Box
• New vehicle checklist
• Keep track of titles
• Vehicle insurance

VEHICLES AND EQUIPMENT

• Schedule maintenance
• Track and record maintenance

OTHER EVENTS/ PROJECTS

REP VISITS

BWC MEETINGS

SAFETY COUNCIL

GOOGLE DRIVE UPDATES

JOB TRACKING

HANDBOOK - ASSISTING IN REVISIONS AND APPROVAL

PRICE SHEET

IT POINT PERSON -

• Phone list and updating speed dial
• Contacting SF, QB, Phone, Chris, etc.

KEEP TRACK OF LICENSES, RENEWALS, AND CE CLASSES

STOCKING OFFICE SUPPLIES

ORDER PROMOTIONAL AND OFFICE SUPPLIES

PREPARE FOR STAFF MEETINGS

AFTER MEETING NOTES

RECALLS POWERPOINT

BACKING UP COMPUTER CAMERAS MONTHLY

CLEARING GENERAL CALENDAR

Appropriately uses and keeps all fleet vehicles & equipment organized, clean (outside & inside), stocked,
and performing properly, per EPHA policy.
• Attend the morning huddle.
• Check Google Chats, personal EPHA email box, and voicemail continuously throughout the day. Follow
up promptly and appropriately to requests.
• Continually strives to learn and master the systems and products.
• Encourages, influences, and supports other EPHA family members to complete jobs on time and up to
company standards and protocol.
• Greets customers warmly. Responds to customer inquiries quickly and professionally for prompt service
during and sometimes outside business hours.
• Promotes EPHA to potential candidates/new hires.
• Properly completes credit card transactions in Divvy.
• Sell maintenance agreements.
• When assigned, actively participates in EPHA marketing events such as golf outings, parades, Christmas
basket delivery, etc.
• Perform other duties as required, including duties of absent team members, with a positive can-do attitude.
All Safety
• Communicate with safety team members on safety concerns. Our safety motto: “If you see something say
something."
• Responsible for self and others to ensure compliance with EPHA safety protocol by wearing personal
protective equipment on jobs.
All Service Titan Users
• Daily - Properly uses Service Titan to document anything and everything relating to customers and jobs per
EPHA processes. Our goal is to provide a consistent customer service experience.
• Daily - Review and complete tasks shown in Service Titan under profile picture; including estimates,
billing, schedule, customer inquiries, etc.
Customer Experience
• Answer all inbound overflow calls, collect complete customer information, and forward it to front-line
team members.
• Asks qualifying questions and effectively listens to determine the best solutions to customers’ needs in all
divisions.
• At the completion of the job and before an invoice is given to the customer, utilize the Service Titan
questionnaire to debrief the job with a technician to verify the accuracy, create follow-up tags/tasks, and
ensure all tags are properly applied.
• Consistently keeps customers, and if applicable subcontractors, up to date with job progress and any arising
conflict(s). Actualize our motto: "Call the customer before they call us".
• Daily - Check voicemails 1st thing in the morning. Our standard of service is to have all voicemails
contacted by 8:30 a.m.
• Daily - Resolves customer escalations via phone, email, mail, or social media following EPHA guidelines.
Coaches all CEPs on converting less than 5-star experiences into happy, repeat customers by identifying
core concerns and turning them into permanent solutions.
• Daily - utilizing Service Titan "follow-up task list", takes appropriate action to contact the customer and get
return jobs scheduled. (Includes tech recommendations, needs jetter, parts needed, etc.) Follow-ups are
intended to be completed during "island time" slots of 9:30 - 10:00 and 2:30 - 3 with no interruptions.
• Daily - watches chat messages for customer inquiries and follows EPHA online inquiry process. Our
standard of service is to respond to all inquiries within one hour of receipt.
• Follow the schedule set by a dispatcher to dispatch technicians to their next job using the company dispatch
program and provide all necessary information.
• Inputs job leads into the computer system.
• Makes outbound calls, within 24-48 hours, to customers who did not book jobs on our first contact.
Including overcoming objections to "price is too high", "have to talk to spouse", etc.
• On-call - Required to be in on-call phone rotation which includes fixing any on-call customer accounts &
jobs in Service Titan.
• Professionally answers all inbound calls and confirms customer info. or creates a new account and
schedules customer jobs/appointments in Service Titan. Acts as the company gatekeeper, ensuring that calls
are directed to the appropriate person or department.
Dispatch
• Daily - Follows the attached schedule review checklist to complete the daily schedule review.
• Daily - Manages VIP Maintenance Programs for pre-emptive pumping, jetting/snaking, septic filters, back-
flow, and HVAC prevent-a-spections. Utilizes a Service Titan report to view and analyze when customers
should be scheduled, then oversees proactive customer contact for job bookings.
• Ensures all parts, tools, equipment, and staff needed for job completion are available and ready before
dispatching. Understands the skills, strengths, and weaknesses of the field technicians, then about those
skills, determines accurate time slots for bookings, and marries the job opportunity with the best technician
and apprentice(s) to achieve the highest level of overall efficiency and performance.
• Manages job dashboard by constantly keeping the bottom section cleared and ideally selecting when to
shift to emergency service only.
• Organizes On-Call schedule for technicians.
• Stays one step ahead of unforeseen changes so techs have no idle time. Constantly reviews and evaluates
the schedule progress to assess the location of the jobs and adjusts the schedule based on the needs of
arrival windows, techs, and locations. At alarm on cell phone - calls techs to check ETA if needed &
customers who may need notice of delayed arrival.
Estimation
• Create estimates from the office, or goes on-site, and follow a documented estimation process.
• Edit and adjust proposals as needed.
• Follows price book guidelines for job costing (the accumulation of the costs of materials, labor, and
overhead) for specific jobs.
• Review and sign off on estimates up to $5,000. Any estimate over $5,000 requires an owner or division
supervisor’s approval which must be noted on that project.
• Runs and reviews various Service Titan reports including "estimate needed tag, estimate sold, estimate
unsold" and follows up however necessary with the appropriate party (tech, customer, vendor,
management, etc.).
• Understands appropriate parts needed to obtain correct costs for estimates and then delegates parts to be
ordered to the appropriate person.
• Understands sewer install codes for each entity (City of Columbus, Delaware, Marion, Morrow County,
Union County, etc.) because pricing changes, per estimate, per city based on whether the job requires a
permit and what the stipulations of the install codes are.
• Understands when pipe lining is a good option to solve a customer problem and makes correct
recommendations.
• Field Supervision
• Continually collaborate with Field Trainer to improve technician skill sets & reduce # of recalls to zero;
thereby delivering an optimal customer experience.
• Daily - Efficiently gets techs out of the office and to their first call.
Finance
• Collaborates with Office Manager regarding benefit payables.
• HR/Finance collaboration to prepare personnel forecasts to project employment needs.
• Take payments from customers.
Inventory Management
• Daily – Accepts calls/texts from field techs to source and order non-stocked parts. (Technician may spend
up to ten minutes locating the part.)
• Manage and follow the Service Titan parts purchase order process and attach the purchase order to the
correct job in Service Titan.
• Utilize Google Chat to track and communicate parts needed, ordered, and received continually.
Management
• Diffuse any conflicts as needed with customers/employees/subs/vendors to avoid escalation.
• Monitor employees to ensure company safety protocols are adhered to.
• Recommend organizational processes or policy changes.
• Temporarily fills in as the point of contact in the absence of the assigned manager.

ACCOUNTS RECEIVABLE / BILLING / COLLECTIONS -

• Follow up on invoice notes
• Filing for billing
• Take payments
• Help techs with payment issues in the field
• Run credit cards
• Deposit checks/cash in Quickbooks
• Deposit check/cash payments at bank
• Check SF against invoice
• Keep track of collection bonus
• Collections
• Monthly statements
  Operations
  • Check the “paused job” and “to be scheduled” folders, and execute job follow-ups found on the bottom of
  the Service Titan dispatch board.
  • Compile operational data.
  • Manage company email inbox and forwards emails to appropriate parties for a response. (Soon to change)
  • Send insurance certificates as proof that EPHA is bonded and insured for permits.
  Project Coordination
  • Actively manages the Estimator's "task list" and runs a report to ensure the tasks are properly assigned and
  completed. Runs and evaluates reports to 1) ensure there are no gaps/errors in our processes, and 2) provide
  accurate data to appropriate departments (Field, HR, Operations, Training) for growth and development.
  • Assist with coordination and follow-through on material orders, deliveries, and invoicing; pull and verify
  purchase orders with receipts/invoices.
  • Collect and verify the accuracy/completeness of field paperwork; daily reports, material receipts, and
  technician time sheets. If any errors are found; inform the proper personnel of discrepancies.
  • Collects and files warranty information (future), writes closeout packages for installs, and as soon as a
  project is complete - emails error-free invoice within one business day.
  • Completes permit process for all jobs. The process includes applying for permits, scanning and attaching
  permits in job packs, invoicing for permits, and scheduling and managing inspections.
  • Coordinates with the dispatch team to schedule estimated projects in Service Titan.
  • Daily - Runs "sold estimates" report to track progress and schedule jobs (this will replace Jess' stack of
  papers)
  • Daily - Tracks and follows up on "estimates needed tags" on the job dashboard and follows the entire
  estimation process through to completion in an EPHA-approved timeline.
  • Daily - Verify the time sheets for projects are correct in Service Titan and correspond with proper
  personnel regarding errors or discrepancies.
  • Handles the overall administration of project setup, coordination, and close-out process(s) for sold
  estimates.
  • Meetings: attends project meetings with the general contractors and key stakeholders to determine
  requirements and objectives as necessary.