Job Description | Crew Leader

OVERVIEW & PURPOSE

To clearly outline the responsibilities and expectations associated with the Crew Leader (CL) position at Lake State Cleaning.

Introduction

The Crew Leader position is a key role at Lake State Cleaning. You are the glue that holds
our operations together. You are the customer’s touch-point, the one-to-one contact between them and LSC as a company. You set the benchmarks in performance, leadership and professionalism that Field Technicians aspire to.

Crew Leaders  set the tone each and every day for work ethic, over-the-top customer service, and a team-first approach to our work out in the field.

Production

• Efficiently operate a crew of two to three technicians, ensuring that all LSC standard operating procedures are followed.
• Coordinate timely arrival and completion of all scheduled work each day.
• Coordinate appropriate load-out of work vehicle(s) each day.
• Look for opportunities to increase daily revenue through simple up-sells and additional scheduled work (when ahead of schedule).
• Meet revenue targets each day
  • $500/technician per day for window cleaning and gutter cleaning
  • $800/technician per day for house washing, roof cleaning and power washing
• Ensure that all work meets or exceeds LSC’s quality standards.

Customer Relations

• Ensure that customer is extremely pleased with the experience. 
• Initiate excellent communication with customer before, during and after the service appointment.
• Ensure that all Field Technicians behave in a way that increases the customer’s confidence and comfort level.

The Crew Leader is responsible for ongoing field training of Senior Technicians and Junior Technicians under his care:
○ Training in over-the-top customer service.
○ Training in efficient field operations.
○ Training in personal accountability and a team-first approach to everything we do.

Operations

• Ensure that any lost or left-behind equipment is accounted for, reported to management, and retrieved in a timely manner where possible. 
• Ensure that all LSC standard operating procedures are followed to the letter
• Work with the Operations Manager to complete the Vehicle Loadout Checklist and the Vehicle Appearance Checklist as scheduled.
• Communicate with the Office Manager regarding schedule and job updates, customer communication, and any other relevant information.

Management

• Supervise the activity of assigned Field Technicians
• Master the use of various softwares for recording information, scheduling, and communication.
• Assist in ongoing field training for all Field Technicians as directed
  • Observe Field Technician’s performance in the field
  • Sign off on achievements as part of the LSC 5-Star Certification Program.

Key Skills And Qualities

The Crew Leader must display a number of key skills and qualities to be effective.  This is a fast paced, sometimes hectic work assignment.   Most importantly, the CL must be able to care for our customers in an exceptional way at all times, regardless of circumstances.  Balancing high production with excellent customer service is the ultimate goal of the Crew Leader.  Below are some key qualities that the Lake State Cleaning looks for in OFM candidates:

• Ability to efficiently direct others on the team
• Efficient use of time and resources
• Positive, friendly demeanor, even when faced with negativity or hostility
• Confidence in personal ability
• Proactive decision making
• A collaborative mindset when it comes to working with the LSC team- easy to work with

A love for serving others

Job Description | Office Administrator

Reports To: General Manager, Operations Manager, Sales Manager

OVERVIEW & PURPOSE

To clearly outline the responsibilities and expectations associated with the Office Administrator (OA) position at Lake State Cleaning.

Introduction

The OA role is critical to the smooth operation of the company.  The OA serves a number of key roles, including acting as the primary information hub for field technicians, efficient scheduling, tracking important data and metrics, communicating with customers in via a number of different channels, and handling accounts receivable. 

The OA also plays a key role in ensuring that all customers have an amazing experience with Lake State Cleaning.  This includes friendly and proactive communication and savvy complaint resolution.   

The OA works a 40-hour/week schedule (Monday through Friday, 8am-4:30pm).  The OA may occasionally be asked to be “on call” on Saturdays through certain busy parts of the season.

Communication

• Answer all general inbound phone calls, sms and instant messages and office emails.
• Coordinate with Operations Managers to address call-backs, equipment retrieval, etc.
• Coordinate with Crew Leaders to update job details, change orders, scheduling changes etc.
• Respond to all online reviews.
• Engage in over-the-phone sales using company provided scripts, pricing and service options.

Scheduling

• Maximize scheduling and routing each day to meet production goals. 
• Scheduling, Dispatching and Confirming Appointments.
• Handle reschedule/cancellation requests promptly and efficiently.
• Master our CRM system for use in scheduling, routing and dispatching.

Administration

• Manage client database and records.
• Prepare, confirm and file forms and paperwork as needed.
  • New hire onboarding documents.
  • Performance Review, Quality Assessment, Vehicle Checklist documents, etc.
• Manage recurring meeting schedule.
• Populating Percentage Pay Sheet spreadsheet with accurate data.
• Create and post content on social media platforms on a weekly basis.

Accounts Receivable

• Create, edit and send invoices when jobs are complete.
  • Ensure jobs have been marked complete and are ready to be invoiced.
  • Make necessary adjustments to work orders based on feedback from Operations Manager and Crew Leaders.
• Send weekly reminders for overdue invoices.
• Take payments via credit card through CRM system over the phone.
• Prepare weekly A/R Aging Report for General Manager.

Key Skills And Qualities

The OA must display a number of key skills and qualities to be effective.  This is a fast paced, sometimes hectic work assignment.  A great OA must be able to juggle multiple tasks at once, while maintaining a level head.  Most importantly, the OA must be able to care for our customers in an exceptional way at all times, regardless of circumstances.  The Customer Experience must be the OA’s primary focus.  Below are some key qualities that the Lake State Cleaning looks for in OA candidates:

• A mind for organization
• Efficient use of time and resources
• Positive, friendly demeanor, even when faced with negativity or hostility
• Confidence in personal ability
• Proactive decision making
• A collaborative mindset when it comes to working with the LSC team

Share’s the LSC vision for the future and wants to go there with the team.

Job Description | Sales Consultant

OVERVIEW & PURPOSE

To clearly outline the responsibilities and expectations associated with the Sales Consultant (SC) position at Lake State Cleaning.

INTRODUCTION

The SC position  is one of the most important roles in the company.  An effective SC will seek to help potential customers by selling them our amazing services.  Sales are the lifeblood our our business, and the SC is the boots-on-the-ground hustler who keeps our pipeline filled with profitable business and “raving fan” customers.

Personal Sales

• Manage and fulfill all assigned leads promptly
• Generate new leads through simple prospecting strategies
• Goal: Convert all leads into quotes promptly (48 hours or less)
• Manage all personal quote related customer communication and follow up
• When dealing with customers; maintain professional, clean cut appearance; courteous, over-the-top-friendly demeanor; and always arrive on time 
• Meet weekly and monthly sales goals:  total sales, close rate, average ticket

Sales Meetings And Training

• Prepare for and attend weekly Sales Team Meeting with the Sales Manager, reviewing KPI’s and Big Wins
• Weekly review of personal sales metrics and KPI’s with the aim of hitting your targets
• Participate in our ongoing Sales Training Program (prepared by the Sales Manager) to continually enhance personal sales skills

New Business Development

• Focus on building new relationships with potential clients.  Always be on the lookout for new opportunities to sell our amazing services to new customers
• Develop and grow customer base in neighborhoods where we already have a client base

Compensation follows a “Base Against Commission” model.  Here’s how it works.

• You will receive a weekly salary  throughout the year, regardless of how much you sell each week. 
• This weekly salary is essentially prepaid commission.
• As your sold jobs are completed (the work has been performed and the customer is satisfied), you will earn commission.
• At the end of each week, your total sales/commissions will be calculated based off of your completed jobs.  
• If your commission amount exceeds your weekly salary, you will earn the additional amount as a commission bonus.
• Your commissions will be added to your paychecks after the work has been completed.

The DOC role is critical to the smooth operation of Production department.  The DOC is tasked with three primary responsibilities:

1. Overseeing both the activity of the people who do the work and the tools and supplies they use to get it done.  
2. Ensuring that all customers have an amazing experience with Lake State Cleaning.  This includes monitoring quality of work, timeliness and efficiency, as well as resolving any issues customers may have, quickly and thoroughly.   
3. Acting as liaison between the Production Department and the Sales and Administration departments.

The DOC can expect to spend time each week in the field, training, assessing performance, and assisting in production where necessary.  The DOC will spend the remainder of their weekly work schedule handling a variety of other responsibilities.  A typical work day for the DOC will start at 7:15am and end around 4:30pm.

The DOC will spend significant time each week overseeing job-specific preparations and communication with his/her assistant Operations Managers, Crew Leaders and Field Technicians.

Daily Deliverables

• Each afternoon, the DOC will work with the Office Admin to review the next day’s schedule in order to help each crew prepare for the day’s tasks.  Any necessary communication for the following day will be conveyed to field staff  by 7pm.
  • Do any crews need to adjust their start time for the morning?
  • Are there any special tools or equipment necessary to complete any of the jobs on the schedule?
  • Are there any special instructions in the job notes that need to be reviewed with Crew Leaders prior to arrival?
• Review the previous day’s time sheets to ensure accuracy and monitor timeliness of technicians.
• Review previous day’s HourlyIQ shifts, looking for any inaccuracies and ensuring they are corrected.
• Assess the orderliness and cleanliness of all LSC property, including shop space, offices and fleet.
• Promptly address callbacks and customer concerns as they arise

Weekly Deliverables

The DOC is responsible for confirming that each of the following tasks is completed on time.  Various items can be delegated to assistant Operations Managers, Crew Leaders and Field Technicians, where appropriate.

• Prepare and deliver Weekly Report to General Manager at each week’s Leadership Team meeting.
• Perform at least one Quality Check for each crew, using the Field Quality Check form.  Findings should be reported in the Weekly Report.
• Conduct weekly Inventory assessment using the Inventory Base in Airtable.  Findings should be reported in the Weekly Report.
• Review Loadout Checklists with Crew Leaders.  Findings should be reported in the Weekly Report.
• Monitor fleet cleanliness and appearance using the Vehicle Appearance Report.  Findings should be reported in the Weekly Report.
• Conduct at least one weekly 1 to 1 meeting with a Field Technician of your choice.  Status should be reported in the Weekly Report.
• Serve as a “floater” in the field, prepared to provide field support for crews that are short handed or behind on their schedule.
• Engage in active, on-site training for all new Field Technicians. 

Monthly Deliverables

• Complete Callback Report using HourlyIQ.  Findings should be delivered in the Monthly Report.
• Complete Slippage Report using HourlyIQ.  Findings should be delivered in the Monthly Report.

Working With Assistant Operations Managers

Each LSC branch will have one Assistant Operations Manager on staff.  This is a support role for the DOC.  It is up to the DOC to use these valuable field leaders effectively.  Opportunities to do so include, but are not limited to:

• Participation in the Field Technician interviewing/hiring process 
• Assigning callbacks and their resolutions
• Assisting in field training of new technicians (See “Lead Trainer” role)
• Assistance in fleet maintenance
• Assistance in inventory management
• Assistance in equipment repair and maintenance

Field Technician Management

The DOC is responsible for managing the performance of all  Crew Leaders and Field Technicians.

• Oversee successful completion of required training programs by each technician
• Oversee activities of and assist Lead Trainer in ongoing field training
• Oversee development and training of all new Crew Leaders
• Provide ongoing field training to all technicians, including Crew Leaders, using the LSC Advanced Training Courses in TalentLMS
• Prepare for and conduct the safety portion of the Weekly Team Meetings
• Perform regular on-site safety and quality checks
• Prepare for and conduct 90 Day Performance Reviews and Incident Reviews relating to Field Technicians and Crew Leaders

Customer Relations

• Work with Office Administrator to schedule and handle prompt resolution of all callback and customer complaint issues.
• Meet with customers where necessary to answer questions and address pre- and post-service concerns.
• During random quality checks, confer with customers where possible to collect feedback on their experience.