Lead Management:
- Respond promptly to new leads, calls, texts, and emails during the 9:00 AM–6:00 PM Central coverage window.
- Contact leads, provide approved quotes, send company booking links, and complete scheduled follow-ups.
- Maintain accurate lead stages, notes, dispositions, and follow-up appointments in GoHighLevel.
Booking and Scheduling:
- Manage customer bookings, rescheduling, cancellations, and recurring-service confirmations in BookingKoala.
- Confirm cleaners for upcoming jobs and coordinate replacements when scheduling problems occur.
- Maintain the shared operations calendar for bookings, interviews, and sales follow-up calls.
Contractor Management:
- Recruit, interview, screen, onboard, and monitor independent cleaning contractors.
- Review cleaner clock-ins, before-and-after photographs, checklists, and service completion records.
Quality Assurance and Customer Service:
- Follow up with customers after service and coordinate corrections for legitimate quality concerns.
- Monitor payment holds and failed charges, escalating refunds, disputes, suspected fraud, and unauthorized-charge claims to management.
- Escalate unusual activity, complaints, cancellations, suspected fraud, or operational failures immediately.
Operational Compliance:
- Keep all customer and cleaner communications inside approved company systems.
- Reconcile every lead, booking, completed job, and unresolved issue before the end of each business day.
- Provide a concise daily report covering leads, bookings, cleaner issues, customer concerns, and items requiring management approval.
- Protect confidential company information and never copy, export, delete, redirect, or use customer or contractor information outside Clear Canvas Cleaners.
