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 $13,500 in sales ($800 Commissions) per fiscal month
• Maintain an open line for 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 

• Set clear understanding, from the start, that  housekeepers will change and that is to be expected 
• Be respectful of your scheduling team at all times    
• Audit your schedule regularly to ensure your clients are scheduled as needed
• Do not communicate with the housekeeping team privately and always use the proper channels 
• Use the Scheduling  Database for all scheduling needs and communications 
• All communications must be responded to within 24 hours M-F
• Text reminders must be attached to every shift
• Cancellations must be brought to the scheduling team’s attention as soon as possible
• 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