Anita’s Housekeeping Referral Agency connects qualified independent service professionals with clients seeking help with home services including housekeeping, plumbing, handyman, and home organization. The Client Service Agent is a remote role designed to support our clients and service professionals across California.
About us
At Anita’s, our goal is to make everyday life easier and happier for our clients. Whether it’s cleaning, handyman, plumbing, or home organization, we offer our clients the flexibility and choices they want when it comes to finding qualified professionals for the job, scheduling around their life, and making the service about meeting their priorities.
We started in 1994 with an ad in Yellow Pages and a phone line. Over the years, the agency has grown and expanded to multiple locations throughout San Diego County. In 2019, we expanded to Northern California, including San Jose, Santa Cruz, and Monterey. We also began investing in technology with a focus on empowering independent service professionals so they can earn a consistent, meaningful income on their own terms.
About the Role
The Client Service Agent role was created with the singular focus of ensuring that our clients and service professional feel fully supported. This role is a key component of our growth strategy and is expected to start as soon as possible.
This is not the kind of role you think about when someone calls a company to complain about a service or a product. As an agent, your primary and most important role is to matchmake, ensuring that clients are matched with the best professional possible for the one-time or recurring service. Yes, of course, you will have to handle complaints, and you will be expected to do so professionally, gracefully, and with empathy. But, our agents say that they spend the far majority of their time working on the matchmaking and the relationship building.
As a Client Service Agent, you will report directly to the President and be responsible for managing new and existing client requests by using our internal tools and processes to match them with the most qualified service professionals on our platform. You will work in an omnichannel environment to respond to requests, questions, and even complaints. You may also be involved in helping to search for, engage, screen, and assist prospective service professionals with the goal of building a vibrant marketplace that meets our clients’ ever-changing needs. You will also collaborate closely with other agents remotely and virtually.
You will receive training and ongoing support. During orientation, training will be focused on the mechanics of your responsibilities, and the ongoing support from the rest of the team will provide you with the institutional knowledge and experience to ensure that you are setup for success.
Within the company, we use emails, phones, instant messenger, and call conferencing to stay in touch and connected. Depending on the urgency and needs of communication, we are constantly switching from one channel to another. It’s imperative that you have access to fast Internet connection, a working computer approriate for a fast-paced work requirements, a quiet environment so that you can speak on the phone without background noise.
This is a remote position that is expected to become full-time with more strategic responsibilities. When you apply, please write customer service is not about giving refunds or discounts in your cover letter so we know you at least read this far. And, to show us that you're really interested, please write a cover letter explaining why you believe you'd be a strong candidate for us and for the role. At a minimum, anyone who provides a personalized cover letter will be invited to the second step of the application process.
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