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GrowthZone (GZ) L1 Operations and Logistics

Updated

This article outlines operational and logistical information related to the GrowthZone L1 Team, including the SupportNinja and Premium Support teams.

 

Hours

Phone: 7 am to 5 pm Central on Monday, Tuesday, Thursday and Friday

Chat: 7 am to 6:45 pm Central on Monday, Tuesday and Thursday

Chat: 7 am to 4:45 pm Central Friday

Premium Support: 8 am to 5 pm Central Monday-Friday (email only; phone/chat available to them outside of those times)

SupportNinja mirrors our open times.

 

Phone and chat queues are closed on Wednesdays.  The teams rotate being in the phone and chat queues each week.

 

Team

The L1 team is two made of two teams - general and REALTOR/IIA.  The REALTOR/IIA team serves our Real Estate and Independent Insurance Agents & Brokers verticals for specific needs around Membership, Billing and External Integrations with NAR, Lockbox and MLS.  The Premium Support team functions similarly to L1, however, it is for customers paying an additional monthly fee to have a dedicated/designated contact.  

  • General Team:
    • Jill Haugene - Manager
    • Patrick Baker
    • Nehemie Macombe
    • Chris Schlagel
    • Ethan Sizelove
  • REALTOR/IIA Team:
    • Austin Magleby - Manager
    • KC Brager
    • Cory Ketterling (7 am to 4 pm)
    • Clifford McClinic, Jr.
    • Ariel Thompson
  • Premium Support:
    • Austin Magleby - Manager
    • Megan Haigood
    • Ryan Neidenfeur
  • SupportNinja:
    • John Cagomac (JC) - Lead
    • Patrick Caancan - Manager
    • Ferdinand Paguio
    • Princess Nicole Gravador
    • Marievien Domingo
    • Mary Grace Carillo
    • Daisy Jane Micabalo
    • Catherine Gongora
    • Mark Louie Romblon
    • Cherrielyn Layson
    • Marc Rodney
    • David Panguelo
    • Haven David
    • Eriel Rogelio


 

SupportNinja Schedule as of August 29, 2025

 

 

This rotation outlines the Open Schedule for each team member for each week.  Open Schedules are used for ticket catch-up and responses.  No customer meetings and no internal meetings should be scheduled during this time; it should be solely dedicated to managing the agent's ticket queue.

 

Open Schedule - Need to Update

 

Lunch Rotation - Need to Update

In order to provide proper phone and chat coverage through the lunch hours, the following rotation is in place.  There may be days these times can be skewed from lengthy calls or chats; we do our best to adhere to these times in order to best serve our customers.  Times are shown in Central Time.

 

Lunch Rotation
11:00 Ryan  
11:30    
12:00 Grant Cory
12:30    
1:00 Chris Chris
1:30    
2:00 Ariel  
2:30   Patrick
3:00   Megan
3:30    
4:00    

 

 

Meetings

We have a variety of meetings that take place each week/month and those are outlined below.  In addition to meetings, we strive to provide some open time on the calendar each month for team members to focus on a project, take some training, schedule time with someone from another department, work on tickets, read release notes and anything else.  The open time is noted as Open Schedule below.  

 

  • Ticket Talks: 10:30 to 11 am Central every Wednesday 
    • Opportunity to discuss tickets with L1, L2 and other groups.
  • Team Meeting: 10 to 10:30 am Central every Wednesday
    • Our team meeting may take shape in a variety of forms.  We may join the large meeting with the ChamberMaster team, we typically meet as a GrowthZone team and some times we may even split further into break-out sessions for the General queue and REALTOR/IIA queue.  
  • Individual 1x1s: Bi-weekly or Monthly recurrence to connect on professional development, goals, giving and receiving feedback, ways to improve the team or company, general happiness, and more.  We use Paycor to manage the 1x1 cadence and is a shared workspace for collaboration and notes.

 

 

GREAT Customer Support


Ticket Handling 

  • In order to best serve our customers, we have a specific order in which we handle calls, chats and tickets.  
  • This article also includes the process for handling non-staff tickets.  We only support the association staff.  If their members contact us, we refer them to the association.  If non-staff related to the organization contact us, we need to receive confirmation we can work with them prior to doing so (typically a web master or marketing company). 
  • The article here outlines some of the more general processes we use with other teams like Engagement, Accounting and Implementation.  

 

Metrics, Goals and Priority Levels

  • We do commit to outlining expectations based on Priority Level, as outlined in the Escalation Process and Matrix Including Priority Level Information Knowledge Base article. https://helpdesk.growthzone.com/staff/kb/articles/1991-escalation-process-and-matrix-including-priority-level-information
  • Our internal Goals related to call, chat and ticket metrics guide us to be able to measure ourselves.
    • Call duration -> 15 minute average
    • Chat duration -> 20 minute average
    • Chat rating -> 4.8 average
    • Ticket rating -> 95%
  • Metrics are shared with each agent on a monthly basis that outline a variety of data to show their productivity.  An example of this monthly report is shown below. Agents can see their own ticket and chat metrics within the HappyFox ticketing system as well.

 

 

 

 

In addition to sharing these detailed metrics with agents, each week a high level overview is provided to the CEO and Director of Support team outlining overall data related to calls, chats, satisfaction scores, call times, etc. for the week previous with a historical view of the last four weeks.  An example is below.

 

 

 

Nisswa Office and Building Access

  • The Nisswa office is equipped with a door system which requires a key fob to enter at certain times.
  • The building is open for access with your key fob from 6 am to 9 pm Central Monday-Friday.
    • At 7:00 am the door will unlock for the day, but only after the first key fob swipe.
    • The door will automatically lock at 5:00 pm each week day, requiring key fob access to enter after that time.
  • Outside of these times, an access code is require in addition to the key fob.
  • If you require access to the building outside of 6 am and 9 pm, please let your manager know.
  • The address of the office is 23973 Hazelwood Dr. S., Suite 100, Nisswa, MN 56468.