07/09/2021
Basic Experience Needed:
1. Customer Service
o Phone skills
o Sales skills
o Customer complaint resolution
2. Scheduling
3. Computer:
o Data entry
o Microsoft Office
4. Office Organization and Administration
Requirements:
o Valid driver’s license with good driving record
o Able to work office hours
o Legally able to work in the United States
o Physically and mentally capable of performing CSR duties
o Must be bondable (which requires passing a criminal background
check) and insured for employee dishonesty
o This requires that there cannot be any known record of
dishonest acts or convictions for criminal or felonious acts
o Cooperate with owner and perform duties
o Act in best interest of owner, customers, and team members
o Detail/Customer Service/Sales Orientated
o Accurately receive, provide, process, and document customer
requests and information
Qualifications:
o Maintain professional appearance and demeanor consistent with
the MOLLY MAID image
o Courteous and cooperative with owner, customers and team
members
o Strong listening & communications skills
o Document all appropriate phone calls into CCS log
o Utilizes CCS and LMS software to the fullest
o Effective organizational skills
o Attend and participate in all staff meetings
o Abide by all rules, regulations, and policies contained in the
employee handbook, safety manual, cleaning manual, and
employment agreement
o This includes active participation in identifying and
reporting situations affecting the wellbeing of the
franchise, customers and team members
Training Needed
MOLLY MAID Model
Software: CCS & LMS
LMS script
Phone system
Scheduling
Office set up & systems
Customer complaint & resolution process
View & complete cleaning training DVD and Workbook
Complete HSP cleaning training program
Job Duties
Customer Service
Respond to telephone calls
Follow phone script
Listen to and assess the needs of the caller
Provide information to prospective customers as well as existing customers
Schedule estimates & cleans
Respond, resolve, and follow-up with customer complaints and concerns
Resolve breakage issues up $100 for repairs or replacement
Answer inquiries for employment
Follow up on open estimates
Make back marketing phone calls as directed
Print Customer Notification Call Schedule and make calls as directed
Administrative
Document lead source for incoming calls from prospective customers
Use LMS
Scan and file all estimates
Send thank you note to unclosed estimates
Send thank you notes to closed estimates
Send welcome letter to closed estimates
Maintain estimate files
Update route schedule in CCS
Enter/update/maintain customer master records
Take control, document (using customer’s log in CCS), resolve, and follow-up
with customer complaints
Take control, document(using customer’s log in CCS) , and post customer
compliments
Print Daily Employee Time Sheets for week
Enter Route Activity in CCS
Enter Employees Times in CCS
Prepare deposit slip and close batch
Run credit card charges and close batch
Validate MOLLY MAID gift certificates through CCS
Redeem MOLLY MAID gift certificates
Print invoices and mail to customers
Enter customer payments in CCS
Confirm receipt of invoiced goods and services, document as received
Scan and file all employee performance documents (complaints, “wows”)
Maintain employee contact information in CCS
Load and unload cleaning cloths/mop heads into washer/dyer
Inventory office supplies, replenish up to $25 without approval of supervisor
Follow up on internet leads
Employee Administration
Accept employee time off requests
Provide applications to applicants
Review applications for completion
Schedule applicants for interviews
Obtain reference and background checks
Vehicles
Record and maintain vehicle records
Schedule oil and maintenance appointments
Track and notify supervisor of dates for registration renewal
Breakage/Damage
Locate replacement items
Locate repair resources
