Customer Service Manager

Job Description:

We are looking for a dedicated and detail-oriented Customer Service Representative (CSR) to join our team at Busted Knuckles Cleaning, a leading residential cleaning company. The CSR plays a vital role in managing customer interactions, scheduling, ensuring a positive experience, and supporting our mission to provide high-quality cleaning services.

Key Responsibilities:

1. Answering Customer Inquiries:

• Respond promptly and professionally to customer calls, emails, and chats regarding our services, pricing, and scheduling.


• Provide detailed information about cleaning packages, ongoing promotions, and additional services to potential and existing clients.

2. Scheduling Services:

• Book and manage cleaning appointments according to customer preferences and availability.


• Coordinate with cleaning staff to ensure service requests are fulfilled efficiently and accurately.

3. Handling Complaints and Issues:

• Address and resolve customer concerns regarding service quality, scheduling conflicts, or billing discrepancies.


• Escalate complex issues to supervisors or managers when necessary to ensure timely resolution.

4. Managing Customer Accounts:

• Update and maintain customer information, including service preferences and billing details, in the company’s CRM or database.


• Process payments and handle billing inquiries with accuracy and professionalism.

5. Customer Retention:

• Reach out to customers to confirm upcoming appointments and gather feedback on services provided.


• Promote loyalty programs, discounts, and additional services to encourage repeat business and long-term client relationships.

6. Documentation and Record-Keeping:

• Accurately log all customer interactions, complaints, and resolutions in the company’s system.


• Maintain up-to-date records of appointments, payments, and customer preferences.
  

7. Supporting Sales and Marketing:

• Assist in marketing campaigns by contacting potential customers or following up on leads.


• Inform customers of new services, promotions, and policy changes to drive engagement and sales.

8. Team Coordination:

• Communicate special customer instructions or service requirements to cleaning staff to ensure customer satisfaction.

Qualifications:

• Previous experience in a customer service role, preferably in a residential cleaning or service-based industry.


• Strong verbal and written communication skills.


• Ability to handle challenging situations with professionalism and empathy without taking it personally. 


• Excellent organizational skills and attention to detail.


• Proficiency with CRM software and other office tools.


• Ability to work both independently and as part of a team.

Benefits:

• Health, dental, and vision insurance (for full-time employees).


• Paid time off and holiday pay.


• Employee discounts on cleaning services.