Customer Service Representative — Residential Cleaning Company (Long-Term, Milestone-Paid Training)

Customer Service Representative — Residential Cleaning Company (Long-Term, Milestone-Paid Training) We're a New Jersey-based residential cleaning company — 20+ years in business, veteran-owned, Google Guaranteed, 4.9/5.0 across 200+ verified reviews, 25+ cleaners across multiple teams. We're hiring a Customer Service Representative to be the daily hub between our customers, our cleaning providers, and our schedule — handling live calls, texts, reschedules, complaints, and day-of coordination. **Read this whole post before applying.** Why we're being direct about this We recently had three candidates confirmed for a training class. One showed up. That's the reality of hiring on this platform, and we've stopped being polite about it: if you apply, confirm a start time, and don't show — you're wasting everyone's time, including your own. We'd rather you tell us honestly now if you can't commit than no-show later. This also isn't a passive "answer tickets" role. You'll be juggling live calls, provider questions, schedule changes, and payment follow-ups at the same time — and you need to actually be good at it under pressure, not just describe yourself as good at it in an interview. What You'll Do - Answer customer calls and texts on our CS line — booking questions, reschedules, day-of coordination, complaints - Brief cleaning providers before jobs — access codes, preferences, special requests - Monitor today's and tomorrow's schedules and keep them accurate across our booking platform - Follow up on payments (pre-authorizations, post-cleaning charges, declined cards) - Do post-cleaning follow-up outreach that actually finds out how the cleaning went — good or bad. This isn't a quick "please leave us a review" text: you're getting real detail on quality for QA and best practices, then converting that conversation into a review and/or a recurring booking - Resolve customer complaints and set up recleans when something goes wrong - Coordinate coverage when a provider is unavailable, and resolve provider conflicts - Document everything — job notes, incident reports, customer preferences Training Path & Pay (Milestone-Based) This is a paid training track, not a guaranteed job offer. You earn each milestone by actually performing — no milestone, no pay, no next round. Right now this is a 2-week program; our goal is to get it down to 1 week as we tighten the process, so expect it to move fast. **Training class runs Wednesday to Wednesday — no weekend training days.** Weekend availability applies once you're in the role, not during training. | Milestone | Pay | What it takes | | 1 | $10 | Show up on time and complete onboarding | | 2 | $40 | Complete orientation | | 3 | $50 | Complete Week 1 — training and learning the business (systems, scripts, policies) | | 4 | $50 | Complete Week 2 — live on phones, shadowing, graduate | **Total: $150 over 2 weeks for training only.** Graduating means you get the job — your ongoing rate is negotiated separately based on skill and experience once hired on. **To graduate Week 2, you need to demonstrate at least one of these live, on a real call:** - Closing a recurring booking after review-outreach follow-up - A successful "3-option" play with a customer - Assigning a provider or resolving a provider conflict cleanly - Resolving a real customer service complaint - Properly setting up a reclean Schedule US Eastern business hours, Monday–Friday, with some weekend availability. Reliable attendance starting Day 1 — this is graded, not assumed. Requirements - Excellent spoken and written English; warm, patient phone manner — you'll talk to everyone from busy realtors to chatty retirees - Proven multitasking under real pressure — multiple live conversations at once, not hypothetically - Experience with CRMs/booking/scheduling systems a plus - Detail-obsessed: you spell names back, confirm codes, and never let a follow-up drop - Genuinely coachable — direct daily feedback on calls and roleplay Our Hiring Process 1. Application review (voice recording required — see below) 2. Speed interview — real-situation questions, no scripts 3. Live roleplay — customer and provider scenarios, including a difficult/high-pressure persona 4. Milestone 1: paid onboarding + show-up 5. Milestone 2: paid orientation 6. Milestone 3: Week 1 training + learning the business 7. Milestone 4: Week 2 live phones + shadowing — graduate by hitting one of the criteria above To Apply Start your proposal with the word **RELIABLE** so we know you actually read this. Applications that skip the recording or any question below will not be considered. 1. Attach or link a 60-second voice recording introducing yourself and why this role fits you. 2. Describe a time you handled an upset customer and an operational problem at the same time. What did you do first, and why? 3. A provider texts you at 7:50 AM: "I can't find the key." The job starts at 8:00. Walk through your next five minutes. 4. What exact hours can you work in US Eastern Time, and can you confirm you'll actually show up to a scheduled start time? 5. What tools have you used to manage schedules, bookings, or dispatch? We are looking for someone long-term who can go from training to actually running calls in about a week. Confirm you can commit to the schedule before applying — attendance is the single biggest reason candidates don't make it past Milestone 1.