Office Assistant

TITLE: Office Assistant
RESPONSIBLE TO: Operations Manager

Purpose of Position: To provide office support to the cleaning technicians and Operations Manager. To ensure every repeat client is cleaned on the day scheduled and (or) requested. To ensure absent employee’s jobs are covered. To ensure every customer scheduling request, change and preference is documented and cheerfully accommodated. To ensure converted leads are fulfilled and not lost due to a lack of time-slots available. Ensure daily capacity (through scheduling, juggling, stretching)

Duties & Responsibilities:
Answer phones
Assist technicians with questions
Direct calls to appropriate staff, take messages
Assist with follow up sales calls, follow up calls, answer estimate requests
Plan birthday cards, sympathy, other correspondence
Maintain birthday schedule, gifts, recognition
Maintain records and monthly stats (sales, cancellations)
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 within availability
Confirm all unconfirmed appointments
Follow up with customers via email, phone
Assist Operations Manager by finding open spots for new jobs
Document key assignments
Submit weekly reports to Operations Manager
Set up and dispatch In-home Estimates
Handle (or return-call) customer questions, inquiry or complaints in a timely manner
Arrange re-cleans, and follow ups if necessary.
Document complaints
Maintain customer e-mail list

Results Expected:
Smooth office operations
Daily capacity met
Outstanding customer rapport, relations
Minimal changes for the customer
Optimized schedules for all FT employees (full schedule daily)
Minimum chaos (forgotten keys, work orders, unconfirmed jobs, etc.)
High customer satisfaction through communication
Quality service, customer satisfaction (low cancels, good online reviews)

Minimum Qualifications: 2 years customer service experience preferred, Google Drive file management, Excel skills, database use, email, Canva, Slack, ClickUp, friendly voice, spatial reasoning skills, scheduling