Office Assistant

Job Description

Job Description

Benefits:

• Bonus based on performance
• Company car
• Competitive salary
• Free food & snacks
• Free uniforms
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance

Position Overview:

Provides general facilities and branch administration support, including data entry, system updates, and weekly payroll submission. Confirms customer appointments, updates schedules with new customer information, and provides team members with daily appointments and routes. Supports sales by following up with leads, preparing quotes, and helping convert inquiries into booked services. Conducts quality control follow-ups to ensure cleaning standards are met and customer concerns are resolved. Helps grow the branch through customer retention, new business development, and excellent service. May assist with new-hire paperwork, orientation, and training.

Responsibilities:

1. Completes the daily closeout process, including entering time spent in customers’ homes, mileage, and customer updates; submitting weekly payroll; entering sales leads; and updating accounts payable with current invoices.

2. Creates and updates schedules with new customer information and provides team members with daily appointments and routes.

3. Meets with prospective customers to assess the condition of their homes, understand their cleaning needs, answer questions, and prepare accurate, competitive quotes. Explains what Merry Maids’ service includes, how it differs from other options, and the value of the 5-Star Promise. Ensures customers feel heard and supported from the first conversation through their initial service.

4. Schedules sales bids, follows up with leads, and helps convert inquiries into booked services. Identifies opportunities for additional services, such as refrigerator, oven, and window cleaning and laundry washing.

5. Conducts quality checks and customer follow-ups to confirm cleaning standards are met and customers are satisfied. Addresses concerns promptly and coordinates corrective action when needed to deliver an excellent customer experience.

6. Supports branch growth by helping retain customers, develop new business, and identify opportunities to expand services.

7. Assists with new-hire paperwork, orientation, and training.

8. Assists with branch HR compliance, including associate files, I-9s, required bulletin board postings, payroll, and annual safety training.

9. Answers phones, directs calls to the appropriate person, and confirms customer appointments.

10. Prepares laundry for the following day.

11. Promotes a positive, supportive office culture through respectful communication, teamwork, recognition, and accountability.

12. May occasionally work as a team member or solo cleaner as needed.

Education and Experience Requirements

• High school diploma or General Education Development (GED) credential required.
• Minimum of two years of experience in customer service, sales, hospitality, home services, or another service-related position required. 
• Experience communicating professionally with customers in person, by phone, text message, and email is required. 
• Experience assessing customer needs, explaining service benefits, preparing estimates, presenting competitive bids, and converting inquiries into booked services is required. 
• Proficiency with Microsoft Excel and Microsoft Outlook, including managing spreadsheets, email communications, and calendars, is required. 
• Ability to confidently use computers, multiline phone systems, smartphones, tablets, and business software is required. 
• Experience in scheduling, office administration, quality control, and team coordination is required. 
• Experience resolving customer concerns and delivering an excellent customer experience is required.
  
  

Knowledge, Skills and Abilities

• Strong personal time-management, prioritization, and organizational skills. 
• Excellent verbal and written communication skills, with the ability to communicate professionally in person, by phone, text message, and email. 
• Strong customer-service and relationship-building skills, with a commitment to ensuring every customer feels heard and receives an excellent experience. 
• Ability to assess customers’ needs and home conditions, prepare accurate bids, explain pricing, and clearly communicate the value and benefits of Merry Maids services. 
• Sales skills, including following up with leads, overcoming objections, recommending appropriate services, and converting inquiries into booked appointments. 
• Ability to identify opportunities for additional services, including refrigerator, oven, window, and laundry services. 
• Quality-control skills, including inspecting completed work, identifying areas for improvement, following up with customers, and coordinating corrective action when necessary. 
• Ability to professionally address customer questions, concerns, and complaints while protecting the customer relationship. 
• Dependable and adaptable, with the ability to work effectively in a fast-paced environment and adjust to changing schedules and business needs. 
• Ability to multitask and manage customer appointments, team schedules, routes, sales leads, payroll information, and administrative deadlines. 
• Strong attention to detail and accuracy when entering data, preparing bids, updating customer accounts, processing payroll, and reviewing invoices. 
• Ability to support branch growth through new customer acquisition, customer retention, quality service, and additional service sales. 
• Ability to promote a positive office culture through respectful communication, teamwork, recognition, professionalism, and accountability. 
• Ability to work independently, use good judgment, solve problems, and make timely decisions. 
• Ability to maintain confidentiality when handling customer, employee, payroll, and company information. 
• Ability to provide team members with clear instructions, coaching, training, and daily schedule information. 
• Proficiency with Microsoft Office applications, including Word, Outlook, PowerPoint, and Excel. 
• Ability to confidently operate computers, multiline phone systems, smartphones, tablets, email, scheduling platforms, and other business software. 
• Ability to perform basic mathematical calculations related to pricing, estimates, payroll, mileage, invoices, and sales. 
• Ability to drive to customers’ homes as needed and maintain a valid driver’s license and reliable transportation. 
• Ability to differentiate between variously colored cleaning products by identifying the color or product name. 
• Ability to define and explain the specific uses of cleaning products. 
• Ability to read, understand, and follow cleaning instructions provided on customized service reports. 
• Ability to follow company cleaning procedures, safety requirements, and quality standards. 
• Ability to occasionally perform residential cleaning duties as a team member or solo cleaner when needed.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Disclaimer: As the owner and personnel manager of your franchised business, you have both the right and responsibility to select and control your employees, establish your employment policies and practices (including pay practices), develop your employee relations, and comply with all federal, state, and local employment laws. The information contained in these documents is provided merely for informational purposes, the use of this sample by you is not required under your franchise agreement, and this sample is intended to serve only as an aid to you in deciding how to operate your business. You are not required to use any of the information contained in this sample, but we invite and encourage you to review the information provided and incorporate into your own personnel practices any material you feel is appropriate for your operation. You are free to modify the material, of course, to reflect your individual business. Remember that employment laws and practices change over time and vary significantly from state to state, so you should consult an employment law attorney in your state to determine the appropriateness of practices, policies, and forms for your business. There is no guarantee that following the recommendation will result in business success or that your results will be the same as other franchisees or company stores. Success is determined by many factors including market conditions which may vary widely as well as individual talents and effort.