Who this is for: New dispatchers, customer service reps, and system admins who are just starting with your company and haven’t used Hauler Hero before.

How it works: Everyone completes Week 1 together. In Week 2, each person follows the track for their role. Weeks 3–4 are for hands-on practice. Plan on about 30 minutes a day of reading and videos, plus time spent working in the system.

Track your training progress

Open your onboarding checklist to track your progress as you work through this guide. The link opens Hauler Hero and displays the checklist in the chat widget.

Ask your manager which role training applies to you and which company-specific procedures you should follow.

Tip: Keep the Help Center open in a browser tab. If you get stuck, click the blue chat bubble in Hauler Hero to ask Oscar, our support assistant, or to reach a person.

Before Day 1: For Managers and Admins

Set up your new team member’s access before their first day, so they don’t spend that day locked out.

Create their employee profile. They’ll get an email to confirm their account and set a password. → How to create an employee profile
Assign a role that matches their job (for example Dispatcher, Office Assistant, or Admin).
Turn on Office access. Make sure Activate Office Login is on for their role. Without it, they’ll get a “Permission Denied” error when logging into the website.
Turn on the Reset Password permission so they can reset their own password.

→ VIDEO – Creating Roles & Employee Profiles

Also helpful: Pair your new hire with an experienced teammate they can shadow and ask questions.

Week 1: Foundations (Everyone)

Day 1: Getting Oriented

Topic	Resource
What Hauler Hero does	What Is Hauler Hero?
Key terms you’ll hear every day	Hauler Hero Glossary
How to get help	How to use live chat · Customer Support FAQ

Day 2: Finding Your Way Around Customer Accounts

Topic	Resource
Searching for and filtering customers	VIDEO – Navigating the Customers Tab & Managing Account Groups
What’s on a customer profile	VIDEO – Customer Profile 101
Accounts vs. locations	Customer Account & Location Page

Day 3: Notes, Calls, Follow-Ups, and Tags

These are the tools the office uses to communicate with each other and with drivers.

Topic	Resource
Which notes drivers can see	How do I add notes, and which ones do my drivers see?
Logging customer calls	How to log a call
Setting reminders	Follow Up
Using tags (gate codes, VIP, etc.)	Tags

Remember: Account Notes and Billing Notes are for the office only. Location, Configured Service, and Work Order notes are visible to drivers.

Day 4: Work Orders

Every pickup, delivery, or service creates a work order. Understanding work orders makes everything else easier.

Topic	Resource
Reading a work order	VIDEO – Work Order Details
What each status means	Work Order Statuses
Finding a specific work order	Search by Work Order number

Day 5: Tracking Changes and Staying Informed

Topic	Resource
Seeing who changed what on an account	Customer Profile Activity History
Your in-app notifications	Where is my Notification Center?

✅ Week 1 Check

By the end of Week 1, you should be able to:

Find any customer by name, address, or phone number
Explain which notes a driver will see and which they won’t
Log a call and create a follow-up on a customer account
Open a work order and explain its status

Week 2: Role Tracks

Follow the track for your role. If you cover more than one role, complete each track that applies.

🎧 Customer Service Track

You’re the voice of your company. This track covers the calls you’ll get most often.

Topic	Resource
Adding a new customer correctly	How to add a new customer · New Customer Checklist
Adding contacts	How to add contact method
Services on an account	Configured Services · Service Locations
Vacation holds	Vacation Hold
Suspending an account	Manually Suspend an Account
“Did my pickup get missed?”	What does a stop’s timeline show? · How do I review exceptions recorded for work orders?
Taking a payment over the phone	Manually taking payments · Saving payment method while processing a payment
Customer portal questions	Customer Portal Password Reset · Customer Portal Troubleshooting · Autopay for Customer Portal
Balances and credits	Statements · Missed Pickup Credit

Tip: When adding a customer, always pick the verified address from the dropdown. This places the pin correctly so routing works. If a rural address doesn’t appear, contact Support.

🚛 Dispatcher Track

You keep the trucks moving. This track covers the Route Manager and what your drivers see in the field.

Topic	Resource
Route basics	What’s the difference between a “daily” and “master” route? · VIDEO – Route Management and Mobile App Features
Touring the Route Manager	Board View Tour · List View Tour · Map View · Route Manager Icons
Assigning stops	How do I assign/unassign stops to a route in bulk? · How do I assign drivers to specific routes?
Moving and reordering stops	Move multiple stops between two routes · Reorder a route’s stops · Optimize a route
Watching today’s routes	How do I see how my drivers are doing with today’s routes?
What drivers see on the tablet	Tablet Training 101 – Driver & Dispatcher Guide · Route card colors and badges
Disposal stops	How do I add disposal stops to my routes?
When something goes wrong	What do I do if my route is out of order? · Restore a past version of a route · Tablet Basic Troubleshooting

Tip: Check for unassigned stops at the start and end of each day, for both today and tomorrow, so no stop gets missed.

⚙️ System Admin Track

You keep Hauler Hero set up correctly for everyone else.

Topic	Resource
Managing users and access	Roles & Permissions · User Profile – Report Only Access
When someone leaves	Employee quit/fired, what do I do? · Deactivate a User profile
Company settings	Business Information · General Settings · How do time zones work?
Tags and organization	How to create Tags
Billing profiles	Overview – Billing Profiles · Create a Billing Profile
Taxes and zones	How do I setup and manage taxes? · How do I create a service zone?
Text messaging	How do I register to use SMS functionality?
Reporting	VIDEO – Reporting Dashboard · VIDEO – How to Apply Filters to Reports · Report Alerts
Exporting data	What data can I export on-demand?
Staying up to date	How to stay up to date on product updates · Hauler Hero System Status

💵 Add-On: If You Handle Billing

Topic	Resource
The full recurring billing process	Billing 101 – Recurring Invoice Training Guide
Reviewing work orders before invoicing	How do I review work orders before invoicing?
Draft vs. posted invoices	VIDEO – Manage Draft Invoices / Post vs Posting and Emailing

Tip: Always apply filters (billing profile, invoice date, status) before posting invoices. This is the most common mistake new billing staff make.

Weeks 3–4: Practice and Sign-Off

Shadow, then lead. Spend a full day shadowing an experienced teammate. Then do the job yourself while they watch and help.
Find answers on your own first. Search the Help Center or ask Oscar before asking a teammate. You’ll remember the answer better.
Keep a question list. Bring it to your manager at the end of each week.

✅ Ready-to-Go Checklist

Customer Service: I can…

Add a new customer with a service, using a verified address
Put an account on vacation hold
Answer a “was my pickup missed?” call using the stop timeline and exceptions
Take a payment and save a payment method
Help a customer reset their portal password

Dispatcher: I can…

Explain the difference between a daily and a master route
Assign unassigned stops and move stops between routes
Track drivers’ progress during the day
Explain what a driver sees on the tablet
Fix a route that’s out of order

System Admin: I can…

Create a new user, assign a role, and turn on the right access
Deactivate a user who has left the company
Create a tag
Run and filter a report, and set up a report alert

Need More Help?

Help Center: intercom.help/hauler-hero
Live chat: Click the blue chat bubble in Hauler Hero. Select TALK TO A PERSON 👤 to reach a live representative.

Welcome to Hauler Hero: Training Plan for New Office Staff