Neat N’ Tidy LLC is a fast-growing residential and commercial cleaning company with operations across Denver, Chicago, Charlotte, Seattle, Phoenix, and DMV. We operate seven days a week (6 AM – 10 PM MT) with a focus on delivering consistent, high-quality service and exceptional customer experiences.
We’re process-driven, automation-enabled, and data-oriented — but at the heart of our success are our people. Every team member plays a critical role in ensuring our customers feel valued, heard, and supported at every step.
Compensation: $4.00 USD per hour, full time, with two weekend days. You will have off 2 consecutive weekdays.
Role Overview
The Customer Service Representative (CSR) supports the Operations Department by ensuring every customer has an excellent experience before, during, and after their cleaning service. This role focuses on customer satisfaction, retention, and issue resolution — turning potential cancellations into saves, resolving service problems quickly, and maintaining positive long-term relationships with recurring clients.
This is a communication-heavy and results-driven position that requires empathy, critical thinking, and strong collaboration with both customers and internal teams.
Key Responsibilities:
🗣 Customer Communication & Relationship Building
- Follow up with new and recurring customers after each service to confirm satisfaction.
- Manage inbound customer messages (calls, emails, texts, or tickets) and ensure timely, solution-oriented responses.
- Build long-term relationships with recurring clients — document preferences and ensure consistent cleaner assignments.
- Encourage frequency upgrades, upsells, or re-bookings by explaining promotions and recurring discounts.
🚨 Retention & Issue Resolution
- Handle cancellation and refund requests professionally and empathetically.
- Work with Operations Coordinators to reschedule, reassign, or reservice cleanings when issues arise.
- Investigate complaints using BookingKoala photos, notes, and time logs before responding.
- Track and report all cancellations, refunds, and reservice cases in the operations tracker and Slack (#ops-pending-items / #customer-feedback).
- Negotiate pricing as needed on jobs
🧾 Operational Collaboration
- Partner with the Operations Manager to identify trends causing cancellations or complaints.
- Coordinate with cleaners to ensure feedback is implemented and service quality improves.
- Ensure cleaners clock in at the job site on time
- Maintain accurate records in BookingKoala and Google Sheets for each customer interaction.
- Contribute to weekly ops reports highlighting cleans saved, refund totals, and customer sentiment.
📈 Performance & KPIs
- Cleans Saved from Cancellation (Goal: ≥ 50%)
- Refunds Issued % of Revenue (Goal: Low and declining)
- Recurring Retention Rate (Goal: Increase month-over-month)
- Response Time to Customers (Goal: Under 5 minutes via Slack/Zoho Desk)
- Average Review Score / CSAT (Goal: 4.8+ stars)
Qualifications
- 2+ years of customer success or customer service experience (BPO, cleaning, logistics, hospitality preferred).
- Excellent English communication skills (both written & spoken).
- Proven ability to stay calm and professional with upset customers.
- Experience using tools such as BookingKoala, Zoho Desk, Slack, Google Sheets, and CRM platforms.
- High attention to detail, reliable follow-through, and strong organizational skills.
- Ability to work U.S. hours (MT time zones).
- Weekend work is required.
Personality & Work Style
- Naturally empathetic and customer-first.
- Operates with an ownership mentality — identifies problems & solves them, not just reports them.
- Collaborative team player with a bias for action.
- Calm under pressure, confident in communication, and emotionally intelligent.
- Aligned with Neat N’ Tidy’s core values: Accountability | Ownership | Continuous Improvement.