Purpose of Position:
To insure every repeat client is cleaned on the day scheduled and (or) requested. To insure absent employee’s jobs are covered. To insure every customer scheduling request, change, and preference is documented and cheerfully accommodated. To insure converted leads are fulfilled and not lost due to a lack of time-slots available.Insure daily capacity (through aggressive scheduling, juggling, stretching)
Work in initial cleans & occassionals, last minute requests
Fulfill every job, every day (avoid rescheduling later)
To convert leads to sales, correct service failures, assure outstanding customer satisfaction, relations, and communications.
Duties & Responsibilities:
Scheduling:
Finding / making spots for new bookings
Strategic technician routing
Take customer calls and accommodate reschedules, specific requests
Reschedule jobs same day for absent employees, holidays, staff changes
Communicate with customers about changes
Update computer with customer preferences, fee changes, day changes, etc.
Alert customer when tech will be late
Optimized every technicians day
Inform the Office Manager of openings 24 to 72 hours out
Confirm all unconfirmed appointments
Follow up with customers via email, phone
Finding open spots for new jobs
Print work order, pull keys, document key assignments
Create weekly technician schedules on time
Organize and lead the technicians on Turn In Day
Follow up with “undecided” estimates to try to book
Insure all estimator information is in the computer for scheduling
Sales:
Assure leads & prospects are followed up on and converted
Maintain or improve prospect conversion
Document, track, measure (leads, conversions)
Submit weekly reports to Office Manager
Answer phone calls regarding home service pricing
Schedule appointments and perform in-home estimates
Respond to emails leads in Infusionsoft
Documentation in database
Maintain daily stats
Customer Service:
Handle (or return-call) all customer complaints timely
Arrange re-cleans, and follow ups
Involve Office Manager when a customer cannot be satisfied or severe issues
Coach offending cleaning technician
Make recommendations to management regarding trends, changes
Document complaints, issue complaint forms to cleaning techs
Make recommendations to Office Manager for cleaning tech discipline or termination
Payroll and Account Receivables:
Enters all working time into Service CEO for cleaning techs
Weekly closing jobs in Service CEO
Weekly deposit in Service CEO
Responsible for following up on delinquent payment
Sending out monthly invoices to customers
Results Expected:
Daily capacity met (object: Meeting goal # of jobs per day)
Outstanding customer rapport, relations
Minimal change for the customer
Optimized schedules for all employees (full schedule daily)
Minimum chaos (forgotten keys, work orders, unconfirmed jobs, etc.)
Correct service failures, converting to raving-fan status
High customer satisfaction through communication
Quality service, customer satisfaction (low cancels, good online reviews)
Accurate accounts payable and payroll records done efficiently
Qualifications:
Bachelor’s in Business Management(a plus but not necessary), 5 years customer service experience,1-2 years of sales experience, 1-2 year of scheduling experience, expertise in social media (Facebook, Twitter, Yelp), advance computer skills(Word, Excel, Quickbooks, Outlook, Gmail), familiar with Infusionsoft and Service CEO (a plus but not necessary), articulate correspondence, friendly, work in a face pace environment, make decisions quickly and accurately, multi-task and work independently, quality voice
Salary: Salary is determined by the level of experience. Must be able to interview for the position in person.
Required experience:
- Customer Service: 5 years
Please send resume to:
[email protected]
