📋 SOPs

Flex Agent Onboarding — Step-by-Step Enrollment SOP

1 source Updated Sun Apr 12 2026 19:00:00 GMT-0500 (Central Daylight Time) Internal
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Summary

Step-by-step process for onboarding a new agent into the Zillow Flex (Preferred) program. Derived from the Caleb Wright onboarding call (March 2026). Covers profile setup, enrollment, training, and initial performance actions.

Pre-Enrollment (Fred's Actions)

  1. Invite the agent's Zillow account to connect with the team. This triggers the Flex invite and auto-enrollment in Zillow Academy.
  2. Verify the agent's Zillow profile — common issue: wrong broker selected at signup. Must be Illinois broker Janet Burke with the agent's home address (so their actual market territory populates correctly).
  3. Queue the onboarding — don't wait for perfect timing. Put it at the top of the list.

Agent Enrollment Steps

  1. Fix Zillow profile if needed. Call Zillow support using Fred's cell (618-322-9764) as the team's executive support line — not the generic call center. Update broker address to Janet Burke IL, set home address as office address.
  2. Complete Zillow Academy Flex training. Do this on a desktop, fully focused — phone down, no background noise. Know what ALM (Automated Lead Management) stands for before asking Fred questions.
  3. Download and activate apps:
    • Premier Agent app (phone)
    • Follow Up Boss app (phone)
    • All Flex connections must flow through FUB
  4. Get initial ZHL pre-approvals. Call 5 trusted friends for a ZHL soft credit pull. Frame it as: "I'm new to the program and I need a buddy to help me test it. Buy someone a steak." This jumpstarts the 1-in-10 ZHL metric.
  5. Set up Zillow Pro for 20+ sphere contacts immediately. See zillow-pro-sphere-lock for the pitch.
  6. Set a minimum fee. See minimum-fee-of-service. Know your value prop before the first connection arrives.
  7. Subscribe to relevant Slack channels. Start using Claude in Slack to pull guides and playbooks.
  8. Send Fred a Slack message once the Flex referral agreement has been signed by Janet Burke.

Post-Enrollment (Fred's Monitoring)

  • Monitor the agent's FUB pipeline activity and ZHL transfers as they ramp
  • Flag to the agent when their performance hits high-performer threshold — zip code assignment should be immediate
  • Assign target zip codes (e.g., Centralia, Effingham) after high-performer status is achieved

Common Gotchas

  • Wrong broker on Zillow profile — causes territory to populate incorrectly (e.g., California instead of Illinois). Fix via Zillow executive support.
  • Not understanding ZHL metric — Zillow tracks pre-approvals, not closings. A failed credit pull or deal that falls out does NOT count against the agent.
  • Skipping Academy training — agents who rush through or do it on their phone miss critical details about how the leaderboard works.

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