General Overview and Technology Guide - START HERE

About Our Company

Our legal company name is Kitchen Exhaust Professionals LLC, a New Jersey limited liability company with its principal office at 606 Ryan Avenue, Suite Q1, Westville, New Jersey 08093.

We operate under the name HOODZ of Princeton, Cherry Hill, and Center City Philadelphia. This is our DBA — short for "doing business as," also known as an alias, trade name, or fictitious name. A DBA is the public-facing brand a company operates under, which is legally distinct from its registered legal name. In practice: you'll see the legal name (Kitchen Exhaust Professionals LLC) on contracts, payroll, and official filings, and the DBA (HOODZ of Princeton, Cherry Hill, and Center City Philadelphia) on client-facing materials and branding.

We are a franchise of HOODZ International, which is part of the BELFOR Franchise Group and associated with BELFOR Property Restoration. As a franchisee, we follow certain franchisor requirements — this is why some of our systems (such as the ServiceBridge work order platform, hoodz.us.com email accounts, and HOODZ University training) are franchisor-managed.

Our history: the office was started by Joe and Lauren Letizia in 2010. Michael Enright has recently joined the company as a partner, and we are undergoing a transition from an owner-operator model to an enterprise business model with focused expansion and growth plans. The platform consolidation described throughout this guide — centralizing work on HubSpot, modernizing ticketing, and building our own web app — is part of that transition.

Your technology contact: Michael Enright (COO) is the primary tech stack manager. Contact him for account provisioning, access issues, and platform questions.

Our guiding principle: We are building toward one-platform work. HubSpot is our central hub — all customer relationship data lives there, and we are actively moving more workflows (ticketing, estimating/sales, scheduling, quality control, staff performance management) into HubSpot. When in doubt, work in HubSpot.

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Our Domains: The Most Important Rule

We operate across three domains. Understanding them is critical, and getting this wrong is a serious compliance issue.

The email rule — memorize this

All external email and communication — to clients, fire officials, insurance companies, property managers, vendors acting on client matters — is sent ONLY from your hoodz.us.com account. Never send external communication from a kecpros.com (or legacy hzsouthjersey.com) account.

The kecpros.com account is for internal use and platform sign-on only.

Meetings and calendar invites follow the same rule

• Internal meetings and invites — send from your internal domain account (kecpros.com, or hzsouthjersey.com for legacy staff).
• External meetings and invites (with clients or any outside party) — send from your hoodz.us.com account.

One exception to note: Google Chat, our internal messaging platform, runs on the hoodz.us.com account — not the internal domain.

Sign-on rules

• kecpros.com Google SSO is used to sign in to all platforms (HubSpot, AirCall, Trello, etc.) — with one exception.
• ServiceBridge is the exception. Client-facing staff sign in to ServiceBridge with their hoodz.us.com credentials. Field technicians and internal operations staff sign in to ServiceBridge with their internal domain accounts.

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Your Accounts

Depending on your role, you will be issued the following accounts:

HubSpot hub access by role

We run three HubSpot hubs:

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First-Week Setup Checklist

Complete these in order. Ask Michael Enright if anything is missing or fails.

1. Sign in to your kecpros.com Google account and set a strong password with 2-step verification.
2. Set up 1Password, our password manager — sign in with your kecpros.com account and install the app and browser extension. You will have access to a shared vault containing common office logins; store your work credentials here as you create them.
3. Client-facing staff: sign in to your hoodz.us.com Google account (issued by the franchisor).
4. Set up email forwarding from kecpros.com → hoodz.us.com (client-facing staff — this is a required manual step):
• In your kecpros.com Gmail: gear icon → See all settings → Forwarding and POP/IMAP → Add a forwarding address → enter your hoodz.us.com address.
• Confirm the verification code sent to your hoodz.us.com inbox, then select Forward a copy of incoming mail and save.
• Result: your hoodz.us.com inbox is your working inbox; nothing gets missed in the internal account.
5. Install the HubSpot Sales/email extension for Gmail so all client email is logged and tracked to the HubSpot record automatically. Confirm the "Log" and "Track" checkboxes appear when composing.
• Important — Chrome profile requirement: the extension must be installed in a Chrome profile that is NOT managed by hoodz.us.com. The hoodz.us.com profile carries software restrictions that block certain plugins, including the HubSpot sales plugin. Use a Chrome profile signed in as your personal or kecpros.com account, and never set the Chrome profile itself to a hoodz.us.com account.
6. Sign in to HubSpot at app.hubspot.com using Sign in with Google and your kecpros.com account.
7. Set up AirCall — sign in via kecpros.com SSO, install the desktop/mobile app, test an inbound and outbound call, and verify the call logs on a HubSpot contact record.
8. Sign in to HOODZ University with your training account and begin the assigned industry and ServiceBridge curriculum.
9. ServiceBridge: sign in per the sign-on rules above (client-facing: hoodz.us.com credentials; internal staff: internal domain account).
10. Bookmark these two pages:

• Internal Home Page — company hub for policies, operations resources, and office tools
• HubSpot Knowledge Base — current-generation documentation on our tech stack and procedures

1. Google Chat: we are transitioning from Slack to Google Chat to consolidate platforms. Google Chat runs on your hoodz.us.com account — sign in there for internal messaging.

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The Tech Stack at a Glance

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HubSpot: Our Central Platform

Data model — the objects you'll work with

Contacts are related to companies and locations using association labels, which represent the person's role in the client's organization (e.g., Main Billing Contact, Scheduling Main Contact, Job Contact, Decision Maker, COI Management Contact, Property Management/Landlord Contact).

The Client Management Web App

We are developing a dedicated web app, with HubSpot as its database backend, to be the single point for all customer relationship management. Today it provides an active contact management tool:

• Assign, add, edit, and remove client staff from their company card
• Add contacts to Locations (custom object)
• Assign association labels that define each person's role — including required roles (Main Billing Contact, Scheduling Main Contact, Job Contact 1, Decision Maker) and optional roles (Additional Billing, Accounts Payable, Scheduling Escalation, Service Documentation Recipients, COI Management, Property Management/Landlord, Security, and Cleaning Company contacts)

The web app portal is linked at the top of every HubSpot company and location card. Use it — not manual HubSpot edits — for client staff and role management.

Email logging

All client email (sent from hoodz.us.com) is logged and tracked in HubSpot via the HubSpot Gmail plugin. This keeps the full communication history on the customer record.

Phone, voicemail, and SMS

AirCall's native HubSpot connector captures every call, voicemail, and SMS to the customer record. Nothing about client communication should live outside HubSpot.

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ServiceBridge and Work Orders

ServiceBridge is our franchisor's required work order management platform. Custom middleware synchronizes data between HubSpot and ServiceBridge. Key rules:

1. Work orders are generated ONLY in ServiceBridge, from its recurring asset scope tool. ServiceBridge is the only place to create, change, or modify work orders.
2. Work order data syncs one-way to HubSpot. In HubSpot you can see: the assets on the work order, any non-asset service tasks, and line item cost. Select fields will eventually be able to sync back to ServiceBridge, but those fields have not yet been specified.
3. Calendar visualization lives in ServiceBridge. It is the only platform that lays work orders out on a calendar. This is not required for scheduling — we currently use the ServiceBridge interface for certain scheduling elements, but we expect to schedule completely out of HubSpot in the near future.
4. Operations staff schedules are automatically calculated and posted to Google Calendar at 5:00 PM daily, based on the staff assigned to work orders in ServiceBridge. (Not daily-use information for customer service, but good to know. Same-week changes can be pushed to Google Calendar manually using the script button on the internal home page's Office section.)

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How a Job Flows Through Our Systems

1. Proposal — New proposals are sent for electronic signature via PandaDoc.
2. Work order generation — ServiceBridge's recurring asset scope tool generates the work order (ServiceBridge only).
3. Scheduling — Work orders are scheduled (currently partly in ServiceBridge, transitioning fully to HubSpot). Work order details are visible in HubSpot via the one-way sync.
4. Service delivery — The crew completes the job and turns in a written service report and photo documentation. Service records are emailed to the client with every service.
5. Quality control — QC is run on every completed job: grading the written service report, photo documentation, and procedure compliance to ensure job checklists and company policies match what the crew turned in.
6. Invoicing — Once QC is finished, invoice generation is triggered from ServiceBridge and syncs instantly to QuickBooks Online. QBO is our source of financial truth; invoice records can also be viewed in ServiceBridge and Armatic.
7. AR follow-up — Armatic (two-way QBO sync roughly every 3 hours) runs deterministic, automated follow-up on set cadences customized to each client's accounts payable requirements.
8. Billing pipeline — When Armatic exhausts its automated follow-up, it generates an internal notification that populates a ticket in the HubSpot Billing pipeline. Internal staff progress that ticket through the pipeline until payment is received.
9. Payment — Clients pay through Armatic's payment portal (BlueSnap merchant services backend). Clients can create their own Armatic account to view historical invoices, pay, and store payment data.

Client-facing portals

• Armatic payment portal — invoices, payments, stored payment data
• ServiceBridge Customer Portal (30114.servicebridge.com) — clients access their historical service records (in addition to receiving them by email with every service)

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Internal Tickets: The Event Form

Any abnormality on a shift — inconsistent work, equipment or vehicle issues, client or staff communication problems, forgotten tasks — must be reported through an Event Form.

• Legacy process (being retired): a Google Event Form fed into Trello tickets via Zapier.
• New process (in transition): a HubSpot form with a three-tiered categorization structure:
1. Originating source — client-driven, company administration, or operations-driven
2. Category — routes the form
3. Subcategory — determines the ticket's priority level (governed by the SuperSLA HubSpot Marketplace plugin), team assignment, and resolution guide

Until the transition completes, follow current team guidance on which form to use.

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The Internal Home Page

Bookmark it: sites.google.com/hzsouthjersey.com/internal/home

This is the company hub for field staff and the customer support team. All content on it is HOODZ company confidential — do not share. It has four main areas:

Home

• Event Form policy — the reporting requirement described above, with the form linked at the top
• Quick links: Missed Punch Report form, Roadside Assistance instructions, and credit card expense submission
• HR contacts (direct employees only): ADP MyLife Advisors for benefits/payroll/timeclock (1-844-448-0325, MyLifeAdvisor@adp.com) and the ADP Employee Assistance Program (1-866-574-7256)

General Company Info & Policies

• Company policies: phone-outage guidance, ADP payroll/HR login (direct employees only), Time Off FAQ, Ongoing Learning FAQ, and the Mobile Communication Device usage policy
• Night shift holiday scheduling methodology
• The Time Off Policy and Employee Handbook live in ADP under Resources → Company Policies

Operations Resources

Five sections, primarily for field staff:

• Education & Training — Work Order Documentation Standard (WODS), duct diagram instruction, foamer usage video, fan belt size conversion tables, hardware installation guides and videos (hinges, access panels, grease containment units, PCUs), ladder inspection video, and Lead Tech resources (Lead Tech success keys, shift responsibilities, After Service Report completion standard, ServiceBridge app workflow, common fire code deficiencies, incentive plans)
• SOPs & Policies — winter weather, lightning (30-minute work stoppage rule), truck heater procedure, securing vehicles, equipment/vehicle issue reporting, shift schedule policy, uniforms, meal breaks, and more
• Safety + SDS — the company's 13 written OSHA-style safety programs (Emergency Action Plan, PPE, Lockout/Tagout, Fall Protection, Ladder Safety, Confined Space, Driver Safety, Heat Illness Prevention, etc.) plus Safety Data Sheets for every chemical we use (Zep degreasers, polish, oven cleaner, vat cleaner, kerosene)
• Shop Inventory Forms — rag and FX inventory tracking forms
• Licenses — e.g., the Bensalem Fire Rescue contractor license
• Roadside Assistance — Travelers Insurance 24-hr dispatch: 800-252-4633, option 3 (policy number is on the insurance card in the vehicle glovebox)

Office (Office Tools)

For the customer support and office team:

• HubSpot links — HubSpot login and the HubSpot Knowledge Base transition resources
• Common forms — Event Form (transitioning to HubSpot, see above) and Sales Lead Form
• Scheduling tools — WO Level 1 Review form, Job Change Form (JCF), schedule-out request forms, and ServiceBridge exception reports
• Collaboration — key SOPs including the Weekly WO Release + Level 1 Review process (Ops releases the target week each Thursday by 10 AM; Customer Service Coordinator performs Level 1 Review), Event Form assignment guidelines, After Service follow-up process, quality control WO review tool, and a script button to push same-week Ops shift updates to Google Calendar (calendars otherwise auto-update daily at 5 PM)
• Tracking and support — client deactivation tracking, staffing levels, coaching logs, mechanical equipment support via AAIS (678-383-6420 option 5), and hoodz.us.com account support (operations@hoodz.us.com — these accounts are franchisor-managed)
• Company Directory — embedded phone directory of office staff and operations management, including vehicle assignments for field personnel
• Technician interview resources — hiring pipeline folder and interview playlist

Note: Many of the documents linked from the internal home page are legacy help desk articles stored on Google Drive. These are being migrated to the HubSpot Knowledge Base, which is the current-generation home for tech stack documentation and company procedures. When both exist, prefer the HubSpot Knowledge Base version.

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Where to Get Help

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What's Changing (So You're Not Confused)

You are joining during an active consolidation onto HubSpot. Expect these transitions: