Sales & Customer Service Manager

JOB DESCRIPTION
Sales & Customer Service Manager (REMOTE)


TITLE: Sales & Service Manager
RESPONSIBLE TO: Owner
SUPERVISES: Cleaning Technicians, Training Supervisors

Purpose of Position: To convert leads to sales, correct service failures, assure outstanding customer satisfaction, relations, and communications.

Duties & Responsibilities:

Sales - Assure leads & prospects are followed up on and converted
Maintain or improve prospect conversion
Document, track, measure (leads, conversions)
Submit weekly reports to Management
Inform the Scheduling Coordinator when a time-slot has been filled
Documentation in database
Maintain daily stats

Customer Service – Handle (or return-call) all customer complaints timely
Arrange re-cleans, and follow ---------- volve Management 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 Management for Cleaning Tech discipline or termination

Results Expected:
Convert prospects to sale at 50% or higher
Book every converted lead timely
Correct service failures, convert to raving-fan status
High customer satisfaction through communication
Quality service, customer satisfaction (low cancels, good online reviews)
Improve Cleaning Tech quality & skill
Understand and monitor sales trends

Authority:
100% discretion on re-cleans, discounts, refunds
100% Cleaning Tech reprimand, correction
100% discretion over turning down problematic jobs / customers
Minimum Qualifications: 1 year sales, 1 year customer service experience, some computer skills, email, articulate correspondence, friendly, quality voice

High speed internet
Reliable computer preferably Mac