Customer Care Coordinator

Legion of Clean Job Description

Title: Customer Care Coordinator

This is a Full-Time position with Overtime as needed.

CUSTOMER CARE POSITION METRICS: PAY $18 PER HOUR TO START

• 6.5 JTH per cleaner per day 85% production rate
• < 5% of jobs with client arrival-time complaints
• 95% weekly live reminder call ahead rate
• Route density kept at 15-20 minutes between homes average
• Maintain less than 2% open invoice rate

WORK TO BE DONE

• Manage Master schedules of All cleaning techs
• Establish tech routes for best density and 85% Tech full rate 6.5 JTH+ daily
• Optimize job scheduling with minimize travel times, JTH's and P4P
• Adjust schedules in real-time for add ons/cancellations, team or tech delays coordinate w/FOM
• Communicate any time adjustments with next client ALWAYS
• Communicate major issues with Operations Manager/Field Supervisor
• Monitor and Communicate with Team leads on FTCs with needed time adjustments. Follow up with Sales/Communicate with Sales or OM to get approval on client time adjustment. Team Leads all check in with you and you fill out TL Open-Close Sheet(you call if they don't)
• Assign Team Lead to New Client initials, TTB, MO/MI, RTS, Construction, Problem Client or GoBack
• Place Live Reminder calls 48 hours in advance for all clients w/a 90% rate
• Place Live Reminder calls 24 hours in advance for all NEW Clients 100%
• Check schedule for notes/entry instructions/call aheads (price/jth viewable) and audit as needed for the next day's schedule. All notes in English and Spanish are not redundant or outdated.
• Alert FS/CS anything they'll need to monitor that day about Difficult cleanings/Gobacks etc
• Report CT attendance daily to Field Supervisor
• RTO's go to Scheduler then Communicated with Field Supervisor on CT RTO's approval/denial of RTO(Max 10% of CT can have same day off)
• Morning schedule changes and rerouting for skips or call offs of cleaning techs(VOICEMAIL checked at 7:30am)
• Monitor employee clock-ins at all houses and monitor their progress in real time daily.
• Report to FS if the techs are not calling in as leads
• Provide and Maintain open availability for Sales to see openings quickly
• Support CT out in field with lock outs, gate codes, directions
• Communicate with the FS if you see a need to hire more techs.
• Monitor Holidays and call 30 days ahead to make schedule changes for Major holidays. 2 weeks for smaller Holidays(mondays)
• Monitor naughty clients (skips,lock outs, move days/times etc)
• Assist Sales with Entering new clients into Schedule Software
• Report to Payroll/Admin of Charges for cancellation fees.
• Close out job tickets/invoice sent at end of day for ALL cleanings except first time cleans who need f/u 1st
• Support Other departments/office/field supervisor in your down time
• Answering customer service calls
• Back up phone coverage for sales

About Us

We are a woman-owned home cleaning business where we believe work can be fun and rewarding. If you want a career in a wonderful workplace and have a heart for serving others, apply now to join our growing team!

This job can give you lasting satisfaction, new skills and personal responsibility!. The most important requirement is SPARKLE!

Do you want a job with a company that VALUES YOU?

Our team comes first! Apply today and don't miss out on this wonderful opportunity to learn and grow!