General Management Starting Requirements

• Have a computer or laptop with wi-fi capabilities
• Have a cell phone with smart capabilities
• Have a Clean Day Gmail email account
• Have a Clean Day branded email signature complete with Clean Day Logo
• Have a google voice phone# set up and active for client use
• Have general user skills in Google Drive, Connecteam, Google Voice, and Google Sheets programs (taught in training)
• Have a personal vehicle and a valid driver’s license
• Minimum of 10 work hours per week
• Minimum of $10,000 in sales ($500 Commissions) per fiscal month
• Maintain an open line for emergency communication Monday through Friday 7 am to 6 pm

General Job Performance Requirements

• Use the appropriate channels within Connecteam to communicate with Clean Day Team Members
• Communicate with team members during normal business hours 
• Communicate with Staff Line Connecteam chat feed 7 am to 8 pm
• Schedule adequate coverage for your shift/’s if you are needing personal time off or vacation time
• Read management Weekly Updates in a timely manner to stay informed with company information 
• Submit the Weekly Acknowledgment Form weekly and in a timely manner
• Communicate all client concerns and complications with Client Manager Director
• Communicate all Housekeeper concerns with Housekeeping Director
• Communicate all job schedule concerns to Scheduling Director
• Communicate all personal employment concerns with the HR director
• Communicate all trainee-related concerns with Training Director
• Communicate all billing changes, promo discounts, and referral discounts to the billing department within CT Billing Feed 

General Client Manager Job Requirements 

• Have notification turned on in Connectem Staff Line Feed and Client Manager Must Read Feeds at all times from 7 am to 8 pm M-F and if you have scheduled jobs on the weekends in case you need to be reached regarding your scheduled shifts
• Be responsive to communications @yourname in the CT feeds and private messaging in a timely manner
• Use Google voice to communicate with Clients  
• Attend monthly or Bi-weekly 1-on-1 meetings with your managers (frequency may fluctuate) 
• Schedule occasional Pop ins (clocked and paid by the hour) to your scheduled cleaning to meet your team members and evaluate the overall performance – add to the Client Manager schedule and fill out appropriate onsite forms 
• Work toward meeting your monthly sales goals set by management
• Stay in contact with past clients or past meet and greet clients with promos and discounts to achieve more scheduled hours each month 
• Communicate with management if more or less Meet and Greets are needed in order for you to achieve your monthly sales benchmarks

Meet and Greet (M&G) Responsibilities 

• Work with receptionist to arrange M&G that fits your schedule
• Be responsive and flexible as possible
• Update reception if your schedule changes
• Be presentable and punctual to all scheduled M&Gs
• Do preliminary research on client/property prior to M&G
• Be prepared with proper materials for M&G
• Clock into M&G in Connecteam 
• Log mileage to and from M&G for reimbursement 
• Use appropriate sales techniques to convert M&G into scheduled cleanings
• Gather all necessary information to properly assess the home for your later quote
• Gather all necessary client information needed to create a complete client database 
• Use the Onsite Meet and Greet Checklist at all M&Gs
• Have client read and submit all required forms either in person or online (Client Files or Welcome form)
• Within 24 to 48 hours of M&G present your client with a quote and scheduling options via email and or by phone (must always provide email for record purposes)
• Follow up with undecided clients multiple times before accepting a loss of sale
• Strive to convert M&Gs to schedule shift as much as possible 

Management of Clients

• Set reasonable boundaries with your clients of your office hours and when you can be reached 
• Communicate scheduling options, changes, and confirmations with clients throughout their tenure with Clean Day
• Be responsive to your clients in a timely manager of their communications
• Maintain close communication with your clients and nurture the company’s reputation through your attentiveness and professionalism at all times
• Inquire for feedback from all clients after their first cleaning
• Inquire for feedback from long-term repeat clients every few months by phone or Housekeeper Feedback form

Recording Client Data

• Enter all client data inside your Client Data Spreadsheet within 48 hours of the meet and greet if the client wishes to proceed with scheduling
• Enter all client data inside the Connectem “Jobs” section using the Job Data template
• Ensure that Connecteam Job notes are only related to the home and property and that specific shift notes are recorded separately in the Shift Notes section of Connecteam
• Enter all client complications, complaints or housekeeper-related issues into the Client Complaint Database 
• Update client’s notes/information in Client Database and Jobs data in Connecteam when needed
• Use Client Home Info Update Form to gather updated information from clients every 6 months or when needed
• Use Housekeeper Feedback Form to gather periodic feedback from steady long-term clients 

Scheduling Requirements 

• Schedule 2 housekeepers on a rotation for every client from the start
• Set clear understanding, from the start, that  housekeepers will change and that is to be expected 
• When you create a placeholder or unpublished shift respect the 24-Holding Rule and be on top of your client to lock in the dates and times to your shift can be confirmed
• Be respectful of your scheduling director’s guidance and requests at all times    
• Have the schedule for the coming week 100% solidified by Saturday at 5 pm 
• Be diligent in staying aware of your scheduled jobs at all times so there are no surprises in the early mornings when call-offs and cancellations occur 
• Use Employee Database for details of housekeeper information 
• Communicate all asks, questions, and communications for housekeepers within the Staff Line feed of Connecteam
• Do not communicate with the housekeeping team privately and always use the proper channels 
• Use Scheduling Support Database for detailed data, schedule openings, housekeeper availability, and specific support requests
• Do not schedule shifts with apparent conflicts and schedule repeat shift for at least 50 shifts
• Text reminders must be attached to every shift
• When a scheduling conflict is found on your schedule by management or other team members it must be corrected in a timely manner (as soon as possible) 
• Placeholders and or Unpublished shifts can
  be used to hold a shift temporarily but are only valid for 24 hours
• Remove or unpublish jobs as soon as cancellations occur and add a relocation holder
• Look over your scheduled jobs prior to the month starting and handle any duplicate shifts or conflicts to ensure your hours are correct for sales goals
• Always check travel time of housekeeper to ensure it is within 30 minutes of the housekeepers home, if not you must ask prior to scheduling the housekeeper
• When checking travel time make sure it is not a toll route and to always check for the time of day the housekeeper will be traveling
• When scheduling a second shift for a housekeeper allow the housekeeper ample time to pack up/unpack supplies and ensure they have enough travel time
• When a housekeeper leaves the company, make sure to reassign shifts within 48 hours of the housekeeper’s departure
• When adding a shift anytime after 5 pm on Saturday for the current week the housekeeper must be asked via the Staffline and accept prior to publishing the shift on their schedule