CSM OPERATIONS STANDARDS

Operations Standards

CSSM – This document outlines guidance and standards for the CSM team. New standards or guidance may be added to this chart, so bookmark it and reference it often.

General HR Policies for CSMs

Corporate Spending and Expensify Policies

Travel Policies

Audience Item Purpose Date Created / Last Updated Standard
CSMs
Corporate Spending and Expensify Account
Budget and spending guidance for CSM and corporate credit card
Jan 2021
Each CSM is responsible for submitting their expenses in a timely manner and adhering to the budgeting guidelines listed below.

Here is a link to the full guidance and expectations document.

You are welcome to use a personal credit card and be reimbursed cash from expensify. Or you can use the company-provided Dwelo credit card for expenses that will be paid by the Dwelo accounting team. It is recommended that you choose one method and stick to it.
Audience Item Purpose Date Created / Last Updated Standard
CSM
Traveling Expectations
Standard for requesting travel, working hours & availability during travel days
May 2021
Travel is approved for each CSM by the CSM team lead. Before you book travel, be sure to get your budget and time approved. Approval can be requested via slack.

CSMs who are traveling are expected to set their out of office notifications, and to monitor communications as they are available. This includes periods of down-time in travel (gas refill, awaiting flights, etc.).

The expectation is to work the same hours that you would if you were not traveling - when you are available to do so in down time (ie - sitting at the hotel, etc.). You are not expected to make up time for driving or flying.

All community meetings or travel times should be added to your calendar. (ie Dwelo/Galleria Flats Meeting, Frisco Station Onboarding, travel to airport, Flight to florida, etc.)

Food per diem is $55 per day.
CSM
Car vs. Airline Travel
How to decide when travel is by car, vs by plane.
Oct 2021
Travel distance that is under 5 hours by car, will be made by renting/driving a car or flying.

Travel distance that is over 5 hours by car, must be made by flying

**Exceptions for both may apply. Approval by CSM Team Lead is required.
CSM
Baggage Fees/ Seat Upgrades
What Dwelo will cover
Oct 2021
Dwelo will cover the cost of one travel bag if there is a fee.

Dwelo will not cover the cost of seat upgrades, unless approval is given.
CSM
Transportation to/from airport
What Dwelo will cover
Oct 2021
You may use your Dwelo corporate card to pay for Uber or other taxi/car delivery service to get you to/from the airport. Or you may pay for parking of your personal vehicle.

Opt for a choice that is the most cost efficient way.
CSM
Car Rentals
Guidance for how to rent a car
Jan 2021
Long distance travel should be made via a rental car, and not a personal vehicle, for the safety and protection of our CSMs and their own property.

Corporate Business #: XZ47M47

If you are picking up a rental at an airport use National - Sign up for the Emerald Club with Dwelo.

Use Enterprise for in town rentals.

National

Enterprise

CSM
Hotel Booking
Guidance for how to book a hotel
Jan 2021
There is no rule for what tool to use to book your hotel, but you can take advantage of booking your rooms by adding up points or frequency with a booking tool like http://hotels. com .

Spending guidance is to stay around $100 per night if possible. Some geographic areas and timelines prohibit this - work with your team lead if you have questions.

Be aware that some places require a additional *resort fees or *parking fees. Try to stay at a location where fees are at a minimum or $0.

Communications Policies

Audience Item Purpose Date Created / Last Updated Standard
CSM
Communication Correspondance Times
Standard for how frequently communications should be answered
Jan 2021
All communications internal and external should be replied to within 24 business hours.

Best practice is to respond to customers within the same business day if possible.

Internal customers should be responded to within the same business day.

*Be sure to set all out of office notifications when on PTO.
CSM
OOO Communication
Standard for how to cover email communication when a CSM is OOO
Dec 2021
  • CSM’s should preemptively communicate their absence with their communities, zprior to their time away. Try to encourage work or issues to be completed/resolved before the CSM’s absence.


  • Each CSM should partner with another CSM to help cover communications while out of office. Work with CSM team lead to communicate who will help cover email


  • OOO Template
CSM
Meeting Agendas
Save time searching
Sep 2020
Meeting agendas can always be found inside the calendar invite. Regardless of whether its a Confluence page or other, the link should pasted in the calendar invite
CSM
1:1 Meetings
Provide guidance on how to meet 1:1 with your team lead.
Jan 2021
Weekly 1:1s are your opportunity to share projects, updates and to connect, get coaching, or to share what’s on your mind with your team leader.

Here is a link to the full guidance and expectations document.
CSM
Community Monthly Check-Ins
Add value to each monthly check in and minizme the amount of time needed to create these emails
Feb 2022
Audience Item Purpose Date Created / Last Updated Standard
CSMs
Working Hours
Expecations on what hours to work for a CSM
Jan 2021
The CSM position is a typical 8 hour work day, with a 1 hour lunch. Because our corporate office is in MST, 8-5 pm, we try to match these same hours working 9-6 in (CST).

If you choose to start earlier or later, there is flexibility - but keep your team leader informed.

You may have communities in other time zones you’ll need to monitor during earlier or later business hours. The expectation for all CSMs is to monitor your email and slack communications during these times and be available to your communties.
CSMs
COVID-19 Masks at Communities
Help everyone feel safe, even those that are inwardly uncomfortable
Oct 2020
We should wear masks when visiting a communities at all times, except if: A) the onsite team gives permission to remove AND B) there is sufficient space (at least 10 feet) for them to stand and deliver the presentation. Masks should go back on for closer hands-on parts and for moving about the property.

Time Off (PTO) Policies

Audience Item Purpose Date Created / Last Updated Standard
CSM
Vacation/PTO Requests
Standard for requesting time off
Jan 2021
DO take time off during the year. Its recommended that you try to take 2 separate weeks off during the year. But due to the nature of our work, we must plan ahead. The CSM team standard will follow the Dwelo/Level handbook when it comes to advanced notice requirements for requesting time off.

1 week advance notice is required for every day of PTO you are requesting. For example, if you are taking a 1 week vacation (5 days), then you should ask 5 weeks in advance (a month before).

In general, we will need a minimum of 2 weeks advance notice of any planned time-off requests. Send an email or slack communication to CSM Team lead requesting time off.
CSM
OOO Notifications
Inform internal & external partners that you are out of office in Slack, Salesforce, GMail and phone
May 12, 2021
All CSMs, PM team and DCR should follow these guidelines that inform Dwelo and external partners that you are out of office in:

Gmail

Calendar

Phone

Salesforce - link to directions here

Slack
CSM
OOO Calendar Expectations
Standard for what to document on your CSM calendar
Jan 2021
Document all of your planned activities on your calendar, so your team and the company leaders knows when you are available and when you are not.

Documented activities include:

OOO - PTO (personal or vacation time)
Onboarding - Community Name (invite should include all attendees, including external partners)
Community Trainings (invite should include all attendees, including external partners)
Meetings with internal team members
Blocked time for breaks or lunches when you cannot be reached (driving/at a restaurant, etc.)

CSM Team Training Policies

Audience Item Purpose Date Created / Last Updated Standard
CSM
Service Truck Rolls by CSMs
Reduce the number of truck rolls scheduled by CSMs (greatest impact to vacant unit services)
Apr 2021
All service requests made to a CSM should be kicked over to the DCR team to handle. This includes occupied AND vacant unit services.

    Example: Property manager emails CSM to state that a lock or hub is not functioning in a unit. The CSM will send that email to Dwelo Support and ask them to work with the maintenance staff or property manager to fix the unit.

CSM team was informed of this change: 4/15 - 4/16 in CI and 1:1 meetings.
CSM
Device Orders
Devices must be ordered in a specific way to ensure our customers are receiving warranty benefits
March 2022
Devices needed for install should be ordered via the sales opportunity

Replacements for lost, stolen, or damaged devices should be sent over to the DweloCare team

    DCRs will work with the property to order replacements for specific units, ensuring the 1-year warranty is properly accounted for in the asset record

Stand-alone orders should only be used for attic stock

    Ordering attic stock voids the 1-year warranty on those devices
CSM - RSM
Sales Tour Requests to CSM
Structure for how a Sales team member requests a tour from the CSM
March 2022
RSM uses the workflow in rsm_csm_connection slack channel to request a community visit

CSM replies in a thread on that request to coordinate

CSM runs point on setting up tour/approval

CSM runs point on setting up tour/approval

Prefer 2 week advanced notice minimum

RSM coordinates lunch/food

RSM attends all tours
CSM - Finance
Standard for Requesting Accounting Inquiries
Standardizes how to communicate with Accounting, and provide the neccessary info

There are some situations where accounting will need to step in to assist a customer or answer a question. The more research that is done prior to involving accounting, the faster the issue can be resolved.
Sept 2021
1. Email Subject
   a. Community name
   b. Brief description of inquiry

2. Contact name
   a. Person who reached out, and their contact information.

3. Brief explanation of the issue

   a. Things to include, when applicable
    1.Invoice numbers and/or copies of invoices.
    2. Customer Inquiry, with clarification where     needed.
   . 3. What research has been done already.
   . 4. What would a resolution look like?

4. It is usually easy for me to discern, but expectations of who will be reaching out to the
customer, is very helpful.

customer, is very helpful.

-customer, is very helpful.

- Not researching the issue with the tools available.

- Not researching the issue with the tools available.

Communtity Installs - Rolling Retrofits (RR)

Audience Item Purpose Date Created / Last Updated Standard
CSM - Communities
Spreadsheet for tracking RR Installs
To standardize the way Rolling Retrofits are monitored by CSMs.
Nov 2021
Spreadsheet for using with your communities.

Make a copy of the master spreadsheet and save one for each community in this location:

- Google Drive > Shared Drive > DCR - CSM Documents > CSM Install Trackers

Share the copy with your community contact, so both have visibility to the same document.

CSM is responsible for saving/communicating the installation process, using this spreadsheets.

Updates made:

Check your name, and add a date below. As new items are added to this document, you may be asked to acknowledge them by checking your name/date below again