Role Guide: Work Order Processor

What you own

You are the heartbeat of the vendor's back office. Every order passes through your hands at least twice: when it arrives and when it goes back to the client. You own:

• Order intake: pulling new orders from every client portal into the vendor's work order platform and tracker
• Order review: the intake check on every order before it is accepted
• Acceptance and commit dates: accepting inside the client's window with realistic dates
• Crew packets: sending field crews everything they need
• Field support: answering crew questions during field hours
• Updates: completing and submitting updates in the client's portal
• Rejections: working the rejection queue until it is empty
• Status accuracy: every order in the tracker shows its true status at all times

You do not own photo QC sign-off (the Photo QC Specialist does), bid writing (the Bid Writer does), or invoicing (the Invoice and AR Assistant does). You do make sure each of them receives clean, complete work on time.

Your handoffs

You receive from	What	You pass to	What
Client portals	New orders, rejections, client messages	Field crews or vendor Dispatcher	Crew packet, access info, photo checklist
Field crews	Photos, notes, measurements, problems	Photo QC Specialist	Photo folder ready for QC
Photo QC Specialist	QC passed or fix list	Bid Writer	Crew notes and damage photos for bids
Bid Writer	Finished bids to attach	Invoice and AR Assistant	Approved orders ready to invoice
Team Lead	Priorities, client rules, extensions	Team Lead	Escalations, end-of-shift report

Tools you use (generic)

• Each client's portal (one login per person, never shared)
• The vendor's work order platform
• The campaign tracker (shared sheet or platform view)
• Shared drive with one folder per order
• Team channel for crews and the desk
• Email and, when the campaign allows, phone

Daily rhythm

Your campaign sets your actual shift. This is the shape of a typical Narqix processor shift.

Time in shift	Focus	Done when
First 15 min	Check in by your campaign's method. Read handover notes and the client rules sheet.	You know every open issue from the last shift
15 to 60 min	Sweep every client portal for new orders and rejections. Intake check and accept.	Zero unaccepted orders older than the check cycle
Hour 1 to 2	Send crew packets for today and tomorrow. Confirm crews received them.	Every dispatched order has a confirmed crew
Hours 2 to 6	Updates from photos that passed QC. Field support on the team channel. Rejection queue check 1.	Due-today orders submitted first
Every 2 hours	Portal sweep for new orders and rejections	Logged in tracker
Mid shift	Rejection queue check 2. Due tomorrow review.	Every at-risk order has a plan
Hours 6 to 8	Remaining updates. Rejection queue check 3. Extension requests for anything at risk.	No order goes late without a documented extension request
Last 20 min	Tracker cleanup. Handover note. End-of-shift report to Team Lead.	Next shift can start without asking you anything

KPIs

These are Narqix starting targets. Your campaign may adjust them after the first month with the client.

KPI	Narqix starting target	How it is measured
New orders accepted inside client window	100 percent	Accept time minus receive time
Simple updates per shift (re-cut, inspection)	40 to 80	Tracker count
Complex updates per shift (initial secure, trash-out with bids)	10 to 25	Tracker count
Photos received to update submitted	Same US business day; within 4 hours for due-today orders	Tracker timestamps
On-time update rate	98 percent or more	Submitted before due date
First-pass approval rate	95 percent or more (aim for 98)	Approved without rejection
Rejections fixed and resubmitted	Same shift	Rejection log
Tracker accuracy (spot check)	100 percent	Team Lead audit

Writing a clean update

1. Open the order instructions next to the portal update screen.
2. Answer every required question. Use the photos to answer, not memory or the crew's text alone.
3. Mark each task completed, or not completed with a reason.
4. Place photos into each required slot in the right order: address set first, then each task before, during, after.
5. Write comments in short factual sentences.
6. Read the whole update once more from top to bottom.
7. Submit. Screenshot the confirmation. Save it to the order folder.
8. Update the tracker status and time.

Good comment examples:

"Re-cut completed front, sides and rear. Edged walkway and driveway. Clippings removed. Lot approx 7,200 sq ft. No new debris. No violations posted."

"Lock change completed on rear door to client key code. Lockbox installed on rear door handle, code entered per order. Old lockset left in kitchen drawer."

"Initial secure partially completed. Front door glass broken, clear-board bid attached. Basement has standing water approx 2 in, sump pump not working (power off). Bid for pump test after utilities on attached."

Quality checklist (before every submit)

• Order number and address match the photos
• Every ordered task is marked completed or not completed with a reason
• Every required question answered and consistent with photos
• Photo QC marked passed by the QC Specialist
• Photos in the correct slots
• Bids attached where damage or overage exists
• Comments factual, no guesses, no opinions
• Completion date inside the due date, or extension documented
• Screenshot saved after submit
• Tracker updated

Common mistakes

Mistake	Fix
Accepting orders outside coverage	Check county and ZIP against the coverage list at intake
Copying the crew's text straight into comments	Rewrite into clear, factual sentences that match the photos
Submitting before QC passed	QC sign-off is required on every order, every time
Forgetting the "not completed" reason	Every task must have a status
Asking for an extension after the due date	Ask before, with a reason and a new date
Working rejections once a day	Three planned checks per shift
Using another person's portal login	Use only your own credentials

Escalation rules

Situation	Escalate to	When
Order at risk of missing due date	Team Lead, then client coordinator for extension	As soon as you know, never after the due date
House possibly occupied or hostile occupant	Team Lead and client	Same hour
Safety hazard reported by crew	Team Lead and client	Immediately
Crew asks you to reuse or change photos	Team Lead	Same day, in writing
Client instruction conflicts with the guideline	Team Lead	Before acting
Portal down or login locked	Team Lead and campaign support contact	Within 15 minutes
Same rejection reason three times in a week	Team Lead and QC Specialist	End of shift report

Check yourself

1. You have three orders: an initial secure due in 3 days, a re-cut due today, and an inspection due tomorrow. Which do you update first?

The re-cut due today, then the inspection due tomorrow, then the initial secure. Work by due date.

2. The crew texted "all done" but the photos show the rear yard not cut. What do you write in the update?

Mark the rear yard not completed with the reason (from crew or photos), or hold the update and ask the crew to return before the due date. Never mark it complete.

3. When should you request an extension?

As soon as you know the due date is at risk, always before the due date, with a clear reason and a realistic new date.

4. What do you save after every submit?

A screenshot of the submission confirmation, in the order folder.

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