JOB SCORECARD
Position
Plumbing & Electrical Service Experts
Name Employee
Job Position & Who I report To
Plumbing & Electrical Service Experts Reports to
Service Manager
Purpose of This Job
To deliver quality expert service and to create
greater safety & comfort for all of our customers
SG (A+)
Green
Yellow
Red
Conversion Rate
>75%
75%
Between
G/R
<75%
Monthly Labor Max
<24%
24%
Between
G/R
>24%
Leads Turned (Min. 36 per year)
Leads Turned Sewer Tech (Min. 96 per year)
>5%
5%
Between
G/R
<5%
Total Care Club Plan (Min. 72 per year)
>15%
15%
Between
G/R
<15%
Average Sale
>$750.00
$750.00
Between
G/R
<750.00
Total Adjusted sales ( Min. 360k)
>$360,000
$360,000
Between
G/R
<$360,000
<2%
2%
Between
G/R
>2%
Desired Results [Circle current RYG]
Rating
WOWED Customers (Max. callbacks 24 a year)
Skills & Competencies
Rating
Actions To Take
Prepare step
Greet Step
Explore Step
Present step
Execute Step
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Wrap Up step
Packet information
Company Speech
Personal Speech
Conversion/ Sales skill
Labor Efficiency Skill
Total Care club ability to offer skill
Average sales/ 3 times to close skill
Brand Promise- we do more skill
Log Book skills
Min. Service fee/ $0 call turn over to manager
Invoice / Job close out process
Financing procedure skill
Communication skills
Computer/Technical Literacy
Flexibility, Adaptability at Managing multiple
priorities
Inner Company Personal Relations
Planning / Organizing
Ability to Work with little or no supervision
Willingness to learn
Teamwork
Sense Of urgency
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Problem Solving
Follow Through
Customer Service Skills
Sales Ability
Exceptional Technical Trade Knowledge
Strategic Thinking
Leadership
4
Living Our Core Values
Rate
Actions To Take
Rating
Actions To Take
Safety 1st for Our Family & Yours
-Think Twice, Act Once
Deliver Wow Through Service
-Exceeding Every Customers Expectations
Demonstrate Highest Level of Integrity
-Doing the Right Thing Even When No One is
Watching
Great Place To Work
-All For One & One For All
5
Duties: Roles & Responsibilities
The essential functions of the Plumbing and
Electric Service Experts are to provide the required
PL or EL service in a correct technical manner and
in as an efficient and safe manner and time as
possible while meeting or exceeding the stated
KPIs. In addition, the successful PL or EL Service
Expert will provide our customers will options for
improved safety and comfort.
Perform the following essential tasks on a DAILY
basis, including but not limited to:
Check to see if your first call has been received by
6:30 am each day you are working
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Communicate any issues with first call to Dispatch
as soon as possible. In addition , communicate any
issues with fulfilling your workday to Dispatch first
A.M.
Confirm first call directly with customer (no less
than 30 minutes )
Call Dispatch 10 minutes prior to completing any
job
Upon completion of any job, e-mail in your invoice
and supporting documents so the job can be
closed and you can receive your next job
If returning to the shop at the end of the day, drop
off all job invoices. All Cash invoices are given to
Dispatch via the Cash Drop Process
If not returning to the job on a nightly basis, you
must return to the shop at least once a week to
drop job invoices and cash receipts. In any event,
anytime you are in possession of $2,000 or more in
cash receipts, you must return to the shop by the
end of that day
Demonstrate and support core values in your team
Perform the following essential tasks on a
WEEKLY basis, including but not limited to:
Perform the following essential tasks on a
MONTHLY basis, including but not limited to:
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6
My Feedback
My Managers Feedback
Note: Rate on a scale of 1 - 5 based on the rating chart provided
1 = Poor; 2=Fair ; 3=Good; 4=Very Good; 5=Excellent
** All Scorecards are to be emailed to Directors, Owners and Benefits Administrator for review and filing after
completed with employee.
Manager Signature______________________________________Date_______________________
Employee Signature_____________________________________
Next Personal Development Interview Date______________________
For more information about this KPI Template, refer to my book The Secrets of
Business Mastery, chapter 6: Master The Numbers Like An Engineer.
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