Merry Maids-Office Administrator - Full-time

JOB TITLE:  OFFICE ADMINISTRATOR
   An Equal Opportunity/ Affirmative Action Employer – AA/EOE/M/F/D/V

At Merry Maids®, our team members do so much more than clean clients’ homes. They build trust and confidence with our clients. If you’re passionate about going above and beyond, seeking challenging work and meeting interesting people, there’s an opportunity for you at one of the world’s leading service organizations.

Merry Maids was founded in 1979 in Omaha, Neb. Now headquartered in Memphis, Tenn., Merry Maids is the largest home cleaning network in the world. We currently have more than 600 independently operated franchises and company-owned locations throughout the United States and Canada providing cleaning services to more than 300,000 homes each month.

Though we are large and nationwide, our highly trained professionals are committed to providing the highest quality service to each and every customer we do business with. We are also a member of the ServiceMaster Family of Brands® that includes:

American Home Shield, AmeriSpec, Furniture Medic, ServiceMaster Clean, and Terminix.

Each of these companies is a leader in its respective industry. Together, they comprise ServiceMaster, the nation’s largest and most comprehensive service organization.

At Merry Maids, we maintain a working culture that fosters the highest standards of integrity, respect and professionalism. We seek people with strong character and provide them with a unique combination of independence and support, encouragement and opportunities for ongoing development and growth.
  Handles all incoming customer lead calls generating calls to appointments, participates in hiring process and administrative functions supporting employees and customers including the completion of office tasks for the office operation.
 
Customer Relations

• Answer all incoming calls within two rings. You must answer the phone and say with a smile, “It’s a great day at Merry Maids, this is name.  How may I help you? When necessary, a call may be placed on hold only after asking the customer “May I place you on hold?”
• Follow procedure and policies in handling all current customer phone calls.
  • Schedule changes
  • Feedback (both positive and negative)
  • All other customer inquires

• Handle all inquiries and follow telephone scripts to persuade potential customers to schedule an in- home consultation.
• Follow telephone scripts to persuade prospective employees to complete an employment application.
• Maintain telephone log for all incoming calls other than lead calls
• Accurately and consistently document the lead process in both the sales appointment book and the Right Now Software
  • Responsible for the intake of lead calls and 100% completion of the lead card.
    • Name
    • Address
    • Telephone Number
    • Email Address
    • Lead Source?
  • Follow internal procedures for scheduling and confirming bids
  • Maintain procedural flow of leads (referencing Right Now follow up guidelines) both by phone and by email.
  • Meets specified standards in bid conversion
• Responsible for daily assignments of teams and work flow
  • Implements an organized daily customer schedule
  • Print master schedule
  • Print quality control log
  • Make all daily call ahead reminders
  • On the master schedule, document arrival times given to customers
• Maintain positive customer relations
  • All incoming inquires including complaint resolution.
  • Perform at least one problem/mystery inspection per day
    • Work with employees to correct problems
    • Complete all documentation
      • Inspection Checklist
      • Quality Control Log
      • Right Now Incident
      • CIS updates: Hot Buttons, Special Attention etc.
  • Perform all tasks aligned with the Customer Retention Policy
    • Client 9 Follow Up (see Customer Retention Policy)
    • Customer Goodwill (see Customer Retention Policy)
  • Review all IVR and NPS Survey Responses
    • Document all surveys in Right Now
    • Document all necessary info in Listen360 database
    • Update survey board
    • Print all feedback and communicate with team
  • Meets specified standards in customer retention

 
Employee Relations

• Maintain positive employee relations
  • Spend time with employees and listen to feedback
  • Motivate employees to take pride in everything they do
  • Answer questions and explain changes
  • Acknowledge Birthdays/Anniversaries
  • Maintain attendance records
• Assist in New Hire Orientation, new hire paperwork and the maintenance of the employee paperwork process.
• Assist in New Hire Training.
• Administer disciplinary actions consistent with company policy.

 
Internal Operations

• Closing The Office (It is our goal to close the office at 5:00 PM every day.)
  • Balance and finalize daily deposit and daily transaction report
  • Back-up computer, send database to Merry Mains Home Office
  • Check and lock the lockbox and complete the key box audit
  • Turn off lights and lock doors
  • Make bank deposit.  Attach bank deposit receipts to “Deposit Reports” and file

• Responsible for data entry into CIS
  • New customer data entry
    • Schedule customer according to zone availability, team requirements and customer preferences
    • Enter Service Reports
      • All rooms
      • Directions
      • Special equipment
      • Special instructions
      • All other specific customer information
    • Print and send customer invoices and statements
  • Closed records data entry
    • Review assignments with teams
    • Verify check amount
    • Verify keys by circling
    • Return keys to lockbox
    • Close record
  • Gift Certificate Sales
  • Current Customer Data Entry
    • Schedule changes
    • Feedback
    • All other pertinent customer information
• Maintain a clean, organized and professional office area.
  • Maintain all business files including customer files, closed leads, employee files etc.
  • Trash taken out daily
  • Stock and maintain all necessary equipment and adequate inventory of products and supplies
  • Assist in the maintenance and preparation of cleaning product dispensers and cleaning cloths
    • Wash, dry and fold microfiber cloths

• Assumes the role of team member/cleaner if customer schedule demands.

   To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The attributes listed below are representative of the knowledge, skills and/or ability preferred for the position. 
 
 
EDUCATION and/or EXPIRIENCE:

• High School Diploma or GED required.
• 2-4 years of general business experience with customer interface required.

 
LANGUAGE SKILLS:

• Ability to read, analyze and interpret general business procedures.
• Ability to write reports, business and customer correspondence.

• Ability to effectively present information and respond to customer questions.
• Ability to read, write and speak English fluently.
• Ability to speak Spanish is a plus.

 
COMPUTER SKILLS:

• Basic computer skills including Word and Excel.

 
MATHEMATICAL SKILLS:

• Ability to perform basic mathematical calculations (addition, subtraction, division, multiplication, percentages).

 
REASONING ABILITY:

• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret instructions furnished in written, oral, diagram or schedule format.

 
MANUAL DEXTERITY:

•      Must have average levels of eye / hand / foot coordination.
•      Must be able to use computer.
•      Requires the ability to use a variety of office machines and equipment.

OTHER SKILLS, ABILITIES AND COMPETENCIES:

• Adaptability                                                    Customer relations
• Self motivator                                             Follow-up
• Problem solving                                           Persuasiveness
• Organization                                                  Time management
• Oral and written communication skills

 
LICENSES/CERTIFICATIONS:

• Valid driver’s license
• Ability to pass Motor Vehicle Record check with acceptable score
• Current liability insurance on automobile

 
OTHER CRITIERIA:

• Ability to pass criminal background check
• Ability to pass motor vehicle records check
• Ability to pass drug screening

 
PHYSICAL DEMANDS:
The physical demands here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
 

• While performing the duties of this job, the employee is frequently required to stand, walk, sit, talk and hear.  May be required to sit at desk for prolonged periods of time.
• Occasionally climb stairs, visit customer homes.
• Ability to lift 20 pounds, bending, twisting, stooping, kneeling, reaching, pushing, pulling and carrying.
• Specific vision abilities required by this job include close vision, distance vision and the ability to adjust focus.

 
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
 

• While performing the duties of this job, the employee is frequently in outside weather conditions while in transit to/from the customer’s home. 
• Occasional exposure to dust, pets, pet hair, mold, cleaning solutions, etc.

 
 
REASONABLE ACCOMODATION:
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
 
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