Understanding your support system and who to contact for help.
At NexGen Teams, you have a full support team behind you. Understanding who to contact for different situations will help you get answers quickly and keep your business running smoothly.
Team Leadership
The team owner is always accessible to help with anything you need. That said, your first point of contact should always be your Team Lead or Admin. If you cannot get the answer you need, or if the situation is more serious, escalate to the team owner.
Escalate to the team owner directly for: very difficult client issues, conflict with another team member, complex deal problems, or issues you are unsure how to resolve.
Responsibilities:
Systems & Processes
The Operations Manager is responsible for onboarding you into all systems and supporting you in using them properly. They also manage all new leads and opportunities in 'the Pond.' Once your systems are set up, they will guide you through lead follow-up processes, scripts, and workflow expectations.
Responsibilities:
Administrative Support
Admin handles all paperwork for buyers and sellers.
Client Support & Mentorship
Team Leads are your first point of contact for all client-related matters. If you are working with a buyer or seller and don't know the next step, are unsure how to move a deal forward, or need guidance in a live situation - go to your Team Lead first. If they are unavailable or don't have the answer, then escalate to Shawn.
Responsibilities:
Always start with your Team Lead or Admin. If they can't resolve the issue, escalate to the team owner.