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A field rep earns their pay by being the name people think of when they find water, and by getting every live loss to the office before it cools. This is the manual for that job.

A RocketLevel playbook for restoration owners and their teams, backed by decades of experience in the trade. About a 12-minute read.

Plenty of owners hire a field rep, hand them a stack of business cards and a truck, and hope. Six months later nobody can say which buildings the rep has been in, which plumbers send work, or why the one big lead from March never turned into anything. The rep was busy the whole time. What was missing was a written territory, a rhythm, and a clean line between what the rep owns and what the office and the crews own.

This page is that line, drawn for a rep who works outside: trades partners, property managers, facility directors, agents, past customers. It is written for a shop that does residential and commercial work and wants one rep, or a small team, working both relationships on purpose.

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What this page leaves to other pages. The pipeline stages and how long an account can sit in each one live in The Commercial Pipeline Stage Spec. The numbers you hold the rep to live in The Commercial Sales Scoreboard: The Numbers You Run Reps On. The first three months of a new hire live in Onboarding a Commercial Salesperson: The First 90-Day Plan. This page covers the ground between them: where the rep goes, who they see, what they ask, and what they hand off.

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The job, and the lines the rep does not cross

The rep owns relationships and the movement of an opportunity from first contact to a handoff. Operations owns the field. Estimating owns scope and price. When those blur, the customer hears three different answers and trusts none of them.

What the rep is accountable for:

• A written territory and a named-account list, tiered, with a dated next action on every live account.
• Trades partners and property professionals who call you first, and know what happens after they do.
• Meetings, site walks, Emergency Response Plan walks and vendor-qualification steps.
• A customer relationship management (CRM) record a stranger could read without interviewing the rep.
• Follow-up until each opportunity is won, lost, disqualified, or parked in nurture with a reason.
• Clean handoffs to intake, estimating and operations.

Hard boundaries. These are the things a rep does not do, however much the customer wants them to.

• No promises on coverage, claim outcome, price, start date or scope unless someone authorized has confirmed it. A rep's guess becomes the company's commitment the moment the customer repeats it to their boss.
• No opinions on what insurance will pay. That belongs to the carrier and the customer's own agent, and the Template: Commercial First-Call Intake Script (When a Manager Reports a Loss) explains why the line matters.