Client Success Agent

Description

Do you thrive on providing first-class customer service? Are you motivated in a sales environment? How about helping people do their work better so they feel great about their job? Well then come join our amazing team of great people at Two Bettys Green Cleaning Co!

Two Bettys is a social enterprise that has a triple bottom line:
People, Planet and Profit. At Two Bettys, we believe there are no unskilled workers. We disrupt business as usual by providing domestic workers and janitors a safe and equitable environment to thrive in, while not polluting or exposing workers and clients to harmful chemicals. Our managers and support team are a committed group of servant leaders (we are captains, not bosses) who work together to bring this mission to life!

Join us!

• Eco & Friendly.
• Equity Is What We Want.
• Clients that Shout Out How Great Are.
• Serve Our Cleaners.
• Honest, Authentic, & Accountable.
• Everyone is an Entrepreneur.
• And Fun!

The Client Success Agent role is the first point of contact for daily communication with Two Bettys clients and cleaners. Reports directly to the Field Operations Director.

Responsibilities include answering all inbound calls from clients, potential clients and cleaners with the goal of one‑call resolution. Working with clients in the field, reviewing current bid assessments, and selling additional services. Partners with Service Managers to build strong, supportive relationships with cleaners on their team and to ensure sufficient staff productivity and high employee engagement. Responsible for supporting other teams when their counterparts are out of the office.

• Provide excellent customer service to clients and leads on inbound and outbound calls.
• Provide excellent customer service to clients at their homes or businesses.
• Review bid assessments with clients for upsell opportunities.
• Maintain customer records by updating account information and documenting interactions.
• Schedule one‑time cleaning appointments according to client needs.
• Answer and resolve Tier 1 questions such as billing, scheduling, and technical support for the client portal.
• Escalate Tier 2 questions to Service Managers for resolution.
• Assign incoming booked first and specialty cleans:
  • Confirm entry details
  • Set up Home Information per Two Bettys Standard
• Create accurate virtual estimates for clients and potential clients.
• Enter leads accurately in the system.

• Be the first point of contact for Cleaner support.
• Provide effective support and respond to cleaner questions via the support phone.
• Perform administrative tasks related to assigned cleaners, such as schedule adjustments, time and attendance approval, addressing coverage needs, and time off requests.
• Schedule one‑time cleaning appointments due to Cleaner need.
• Update account notes provided by Cleaners.

• Respond to customer inquiries via phone, email, or chat in a timely and professional manner.
• Resolve service issues by clarifying complaints, determining the cause, and offering appropriate solutions.
• Escalate complex or unresolved issues to the appropriate departments or supervisors.
• Follow up with customers to ensure resolution and satisfaction.
• Provide feedback to the team on recurring issues and customer trends.
• Meet or exceed performance metrics and service standards.
• Stay informed about company products, services, policies, and procedures.
• Participate and lead projects, and other duties as assigned as a result of company need.
• Participate in all company events, including company meetings and parties.
• Other duties as assigned.

To start, 25 hours per week, spread over a 5‑day work week, expanding and contracting per business demands. Potential to move to full‑time, based on results. The daily schedule is primarily an afternoon shift, such as noon‑5 or 1 pm‑6 pm.

• Multiple work environments including the Two Bettys office, off‑site, and field locations.

• Paid Time Off (accrual up to 6 days per calendar year, higher rate if full time).
• Vision insurance (coverage begins 1st of the month following 60 days of service).
• De…