Client Experience & Service Manager

Client Experience & Service Manager

Penguin Clean Co. — Pittsburgh, PA

Job Type: Full-Time
Compensation: $42,000–$50,000 per year, based on experience
Expected Hours: Approximately 40–45 hours per week
Schedule: Primarily Monday–Friday
Work Location: Primarily in person, with flexibility when operationally appropriate

About Penguin Clean Co.

Penguin Clean Co. is a growing residential cleaning company serving homeowners throughout the Greater Pittsburgh area.

We're building a company known for reliability, professionalism, exceptional cleaning, and an outstanding client experience. As we continue to grow, we need someone who can take true ownership of the day-to-day operation and help ensure that the experience we promise our clients is consistently delivered.

We're hiring a Client Experience & Service Manager to become a central part of our team.

This is not a traditional receptionist or administrative assistant position. It combines day-to-day operations, client experience, inbound sales, service coordination, and problem-solving into one important leadership role.

The right person will help make sure our cleaning teams know what they need to do, our clients receive excellent communication, new leads are handled quickly, the sales pipeline is consistently followed up with, and operational problems are resolved without everything needing to reach company ownership.

Simply put: we're looking for someone who takes ownership.

What You'll Be Responsible ForDay-to-Day Operations

You will help ensure Penguin's daily cleaning operation runs smoothly from beginning to end.

Responsibilities include:

• Overseeing the successful execution of the daily service schedule
• Monitoring the day's jobs and identifying potential problems before they become larger issues
• Coordinating communication between cleaning professionals, clients, and company leadership
• Responding to call-offs, delays, schedule changes, access issues, and other unexpected situations
• Making sure cleaning teams have the information necessary to successfully complete their jobs
• Communicating proactively with clients when schedules or circumstances change
• Ensuring job information, client preferences, access instructions, and other important details are accurately documented
• Following up on unresolved operational issues until they are completely closed
• Maintaining accurate information within company systems
• Helping ensure company policies, procedures, and service standards are consistently followed
• Escalating significant issues to ownership when appropriate while independently handling routine operational decisions

The goal is not simply to report problems. The goal is to solve them.

Client Experience

You will be one of the primary voices of Penguin Clean Co. and will have significant responsibility for the experience our clients receive.

Responsibilities include:

• Answering and responding to client phone calls, text messages, and emails
• Providing friendly, professional, and timely communication
• Coordinating new-client onboarding
• Ensuring new clients understand what to expect from their service
• Making sure important client preferences and property information are properly documented
• Following up with clients after initial services
• Maintaining proactive communication with recurring clients
• Responding to questions and concerns
• Helping resolve service issues quickly and professionally
• Coordinating appropriate service recoveries when necessary
• Identifying recurring client concerns and helping prevent them from happening again
• Maintaining strong relationships with Penguin's recurring clients
• Helping generate positive client reviews and referrals through consistently excellent service

We want our clients to feel that Penguin is exceptionally easy to work with.

Inbound Sales

This position also owns much of Penguin's inbound sales process.

You will not be expected to cold call strangers or generate your own leads. Penguin generates inbound opportunities through our marketing efforts, referrals, website, phone calls, social media, and other channels.

Your job is to make sure those opportunities are handled exceptionally well.

Responsibilities include:

• Responding quickly to new inbound leads
• Answering incoming sales calls
• Contacting prospective clients by phone, text, and email
• Asking the right questions to understand each prospective client's cleaning needs
• Explaining Penguin's services, process, and value
• Providing pricing and estimates using established company systems and guidelines
• Confidently asking qualified prospects to book
• Following up with prospects who don't immediately make a decision
• Managing open estimates and opportunities
• Maintaining an accurate sales pipeline
• Making sure every lead has a clear status and next action
• Re-engaging qualified opportunities when appropriate
• Tracking lead response times, booking rates, and other key sales metrics
• Identifying opportunities to improve the inbound sales process

You don't need to be a stereotypical salesperson.

You do need to be comfortable talking with people, confidently communicating value, following up consistently, and asking someone to move forward.

Organization, Systems & Documentation

As Penguin grows, our systems have to grow with us.

This position will play an important role in keeping the company organized and making sure important information does not live solely inside someone's head.

Responsibilities include:

• Maintaining accurate CRM records
• Documenting important client interactions
• Maintaining operational checklists and processes
• Keeping client and job records complete and current
• Tracking open tasks through completion
• Maintaining organized digital records
• Following established standard operating procedures
• Helping document new processes as they are developed
• Identifying inefficiencies and recommending improvements
• Creating visibility for ownership into what is happening throughout the operation
• Preparing concise operational and sales updates as needed

If something is important, it should be documented.

Problem-Solving & Ownership

This may be the most important part of the position.

Home-service businesses are dynamic. Employees occasionally call off. Clients change plans. Traffic causes delays. A team may need help. A prospect may call while three other things are happening.

We're looking for someone who can remain composed, prioritize appropriately, and make good decisions.

We want someone whose natural reaction to a problem is:

"How do I solve this?"

rather than:

"Who should I give this problem to?"

You'll have access to company ownership when you need it. But success in this position means developing the judgment and confidence to independently handle the normal challenges of running a busy service operation.

What Success Looks Like

Success in this role is straightforward:

Penguin Clean Co.'s day-to-day operation runs exceptionally well without company ownership having to constantly intervene.

That means:

• Clients receive fast, professional communication.
• Cleaning teams have accurate information.
• New leads are contacted quickly.
• Estimates are consistently followed up with.
• Qualified prospects are converted into clients.
• Client concerns don't sit unresolved.
• Operational problems are handled quickly.
• Information is properly documented.
• Open tasks don't disappear.
• Nothing important falls through the cracks.
• Ownership has visibility into the business without needing to chase down information.

We're not looking for someone who simply stays busy for 40 hours.

We're looking for someone who produces those outcomes.

Who We're Looking For

You may be an excellent fit if you:

• Are exceptionally organized
• Communicate confidently and professionally
• Are comfortable speaking with clients over the phone
• Have strong written communication skills
• Enjoy solving problems
• Are comfortable making decisions
• Take initiative without needing constant supervision
• Follow through on what you say you'll do
• Notice open loops and naturally want to close them
• Can handle multiple priorities simultaneously
• Remain calm when plans change
• Are comfortable holding yourself and others accountable
• Can confidently ask a prospective customer to book
• Learn new technology quickly
• Pay close attention to details
• Enjoy improving processes
• Want responsibility rather than avoiding it
• Want to grow professionally as the company grows

Preferred Experience

Previous experience in one or more of the following areas is preferred:

• Operations
• Customer service
• Office management
• Service coordination
• Dispatching
• Inside sales
• Account management
• Hospitality management
• Property management
• Home services
• Field-service businesses

Experience working in residential cleaning, HVAC, plumbing, landscaping, pest control, restoration, garage doors, painting, or another home-service business is especially valuable.

However, we care more about ability, attitude, judgment, organization, and ownership than having the perfect résumé.

Technology

You should be comfortable learning and working with modern business technology, including:

• Customer relationship management (CRM) software
• Scheduling software
• Phone and text communication platforms
• Email
• Google Workspace
• Online forms and documents
• Basic spreadsheets
• Other cloud-based business applications

Training will be provided on Penguin's specific systems.

Schedule & Availability

This is a full-time position averaging approximately 40–45 hours per week.

The position is primarily Monday through Friday and primarily performed in person.

Some flexibility to complete work remotely may be available when operationally appropriate.

Because this position has responsibility for Penguin's day-to-day operation, occasional availability outside normal office hours may be necessary when a genuinely time-sensitive client or operational issue occurs.

Routine weekend work is not expected.

We're looking for someone who appreciates flexibility while also understanding that managing an operation requires ownership when something important needs attention.

Compensation

$42,000–$50,000 per year, depending on experience and demonstrated ability.

Additional performance-based bonus opportunities may be available based on individual and company performance.

Benefits

Penguin Clean Co. offers:

• Paid time off
• Paid holidays
• Performance-based bonus opportunities
• Flexible work arrangements when operationally appropriate
• Professional development and paid training
• Employee cleaning discounts
• Employee referral bonuses
• Monday–Friday schedule
• No routine weekend work
• Opportunity for increased responsibility and compensation as the company grows

Career Growth

Penguin Clean Co. is growing, and we want this position to grow with it.

This is not intended to be a dead-end office job.

Someone who demonstrates the ability to successfully own client experience, sales, and service operations will have the opportunity to take on increasing responsibility as Penguin expands.

We're looking for someone who wants to be able to look back several years from now and say:

"I helped build this."

Why Penguin Clean Co.?

We're building Penguin with a long-term vision.

We're small enough that your work will matter immediately. You'll have direct access to company ownership, the ability to influence how the company operates, and the opportunity to see the results of your work.

At the same time, we're building systems and infrastructure designed to support a much larger organization.

For someone who wants responsibility, professional growth, and the opportunity to help build a company rather than simply work inside one, this can be an exciting opportunity.

How to Apply

Please submit your résumé through Indeed.

We're especially interested in hearing about situations where you've been responsible for solving problems, managing a busy operation, improving a process, handling customers, or taking ownership without needing constant direction.

Penguin Clean Co. is an equal opportunity employer. We consider qualified applicants without regard to legally protected characteristics.

Pay: $40,000.00 - $48,000.00 per year

Benefits:

• 401(k)
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program

Application Question(s):

• Tell us about a position where you were responsible for keeping multiple people, customers, schedules, or priorities organized. What specifically were you responsible for?
• A team member calls off shortly before the first job of the day. At the same time, an upset client is calling and two new prospective customers are waiting for responses. Walk us through how you would handle the situation
• Describe your experience handling inbound sales leads. Have you been responsible for answering inquiries, preparing estimates, following up, and asking customers to book? Please explain.
• What does "taking ownership" at work mean to you? Give an example of a problem you solved without needing your manager to tell you exactly what to do.

Ability to Commute:

• Pittsburgh, PA 15236 (Required)

Work Location: In person