Client Experience & Booking Specialist Starting Pay:

$15.00/hour +

Commission Reports To:

Operations Manager Position:

In-Office Company:

Tallahassee Clean / Salt & Citrus Cleaning Co. About the Role We are looking for an exceptionally friendly, upbeat, organized, and motivated Client Experience & Booking Specialist to join our office team. Your #1 responsibility is to make sure every prospective and existing client receives an outstanding experience, and that every qualified opportunity is followed through from initial inquiry to quote to booking. This is not a traditional receptionist position. When the phone rings, we answer it. When someone requests a quote, we follow up. When a client sends an email or text, we respond. When someone is interested but hasn't booked yet, we don't simply forget about them, we professionally follow up and help them take the next step. We are looking for someone who genuinely enjoys helping people, communicates exceptionally well, pays attention to the smallest details, and takes personal ownership of making sure things do not fall through the cracks. Your #1

Priority:

Clients & Bookings The primary purpose of this position is simple: Take exceptional care of our clients and turn qualified inquiries into booked cleaning appointments. You will work closely with our Operations Manager to answer incoming inquiries, prepare quotes, communicate with prospective clients, book appointments, maintain the schedule, and provide excellent support to existing clients.

You should naturally think:

"What can I do to help this person and move this forward,"rather than waiting for someone else to tell you what to do next.

Primary Responsibilities:

Phones, Leads & Booking Answer incoming calls promptly, warmly, and professionally. Return missed calls and voicemails as quickly as possible. Speak confidently with prospective clients about our cleaning services. Ask the right questions to understand the client's needs. Prepare accurate quotes using company pricing guidelines. Explain service options and recommend the appropriate cleaning service. Convert qualified inquiries into booked appointments. Follow up with prospects who received a quote but have not yet booked. Look for appropriate opportunities to offer recurring cleaning services. Help clients select dates and services that work for their needs while maximizing schedule efficiency. Maintain excellent knowledge of our services, pricing, policies, add-ons, and service areas. Client Communication This position is responsible for helping ensure every communication channel is thoroughly reviewed throughout the business day.

This includes:

Phone calls Voicemails Email Text messages Jobber messages and requests Website inquiries Quote requests Client replies Internal messages related to clients Any additional communication channels used by the company Messages should not sit unanswered unnecessarily. If you don't know the answer, your responsibility is to find the answer, escalate it appropriately, and make sure the client receives a response. Client Experience We want every client interaction to feel: Warm. Helpful. Professional. Responsive. Personal.

You will:

Greet clients enthusiastically and professionally. Help resolve questions before they become frustrations. Follow through on client requests. Communicate schedule updates when necessary. Document important client information accurately. Check that promises made to clients are actually completed. Identify unhappy or concerned clients and immediately bring concerns to the Operations Manager. Help turn service issues into positive client experiences. Look for opportunities to go above and beyond whenever reasonable. Scheduling & Office Support Working under the direction of the Operations Manager, you will: Book new appointments in Jobber. Assist with maintaining an accurate cleaning schedule. Verify client information and service details. Review notes before scheduling jobs. Make sure technicians have the information they need. Identify scheduling conflicts or missing information. Keep client records accurate and organized. Assist the Operations Manager with day-to-day office and scheduling needs.

Technology:

you must be comfortable learning and working inside multiple technology platforms.

We currently use tools including:

Jobber Google Workspace / G Suite Gmail Google Calendar Google Docs Google Sheets Online phone/text systems Slack You do not need previous Jobber experience, but you must be technologically confident and able to learn new software quickly. If technology regularly frustrates or overwhelms you, this will likely not be the right position. Who We're Looking For The right person is naturally: Optimistic and positive Bubbly, personable, and welcoming Genuinely helpful Excellent on the phone A strong written communicator Detail-oriented Organized Tech-savvy Reliable Comfortable talking to new people Confident discussing pricing Motivated by booking and sales goals Comfortable following up with prospective clients Able to multitask without losing details Proactive rather than reactive Calm when the office gets busy Coachable and receptive to feedback Someone who takes ownership of their responsibilities Most importantly, we want someone who cares whether the client gets taken care of. We can teach our systems. We can teach our pricing. We can teach Jobber. We cannot teach someone to genuinely care, take initiative, or naturally want to help people.

What Success Looks Like:

Success in this position isn't measured by simply sitting at the desk and completing assigned tasks. We will look at outcomes including: Incoming calls answered Missed calls returned promptly Quote requests responded to quickly Leads consistently followed up with Quotes converted into bookings New revenue booked Recurring clients acquired Client messages answered Accuracy of information entered into Jobber Scheduling accuracy Client satisfaction Communication quality Follow-through and attention to detail There should rarely be an unanswered message, forgotten lead, or prospective client wondering whether we're going to call them back.

Compensation Starting Pay:

$15.00/hour + Commission In addition to hourly pay, this position is eligible to earn commission for successfully converting qualified opportunities into booked clients. The commission structure is designed to reward someone who is proactive, provides excellent customer service, follows up consistently, and helps grow the company. The better you become at helping prospective clients confidently choose our company, the greater your earning potential. Reporting Structure You will report directly to the Operations Manager and work closely with her on scheduling, client communication, booking, and day-to-day office operations. The Operations Manager manages the operation. You help make sure the clients and prospective clients are taken care of. This Position Is NOT a

Good Fit If You:

Frequently leave messages or emails unanswered. Avoid answering the phone. Are uncomfortable talking with prospective clients. Need to be reminded repeatedly to follow up. Wait for someone to tell you every next step. Struggle to learn new technology. Rush through work without checking details. Become easily overwhelmed by multiple communication channels. View customer service as simply answering questions instead of solving problems. Are uncomfortable being accountable for measurable booking and response goals. This Position IS a

Great Fit If You:

You notice a missed call and immediately think, "I need to call them back." You see an unbooked quote and think, "Let me follow up and see how I can help." A client has a problem and you think, "How can we make this right?" You enjoy talking to people, love helping them, are naturally organized, learn technology quickly, and get satisfaction from turning an inquiry into a happy long-term client. If that sounds like you, we'd love to meet you.

Pay:

$2,400.00 - $3,200.00 per month

Benefits:

Paid training Application Question(s): You arrive at work and see 3 missed calls, 4 unread emails, 2 text messages from existing clients, and 3 new quote requests. At the same time, the phone starts ringing. Walk us through exactly what you would do. A prospective client calls for a cleaning quote and says, "That sounds a little more expensive than I expected. Let me think about it." How would you respond?

Experience:

customer service, receptionist, or inside sales: 1 year (Required)

Work Location:

In person