Office Infrastructure Manual

Training Needed

MOLLY MAID Model Software: CCS & LMS  LMS script

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Phone system

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Scheduling

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Office set up & systems

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 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

MOLLY MAID Office Infrastructure Manual Copyright  2015, Molly Maid, Inc.

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