About Klever

Klever is Auckland's premium carpet and upholstery cleaning specialists, delivering 5-star results to high-end residential clients across the region (95% residential focus). With three dedicated technicians, three vans equipped with top-tier truck-mounted technology, and a commitment to non-toxic, high-quality service, we've built a strong, trusted brand. Visit klever.co.nz for more. We are a small, dynamic team with ambitious plans for national and international franchising expansion. Join us at this exciting growth stage where your role directly contributes to our success and scaling.

• Location: Fully remote / work from anywhere (strong knowledge of Auckland suburbs and geography preferred for effective scheduling)
• Employment Type: Full-time (core hours 9:00 am – 5:00 pm, Monday–Friday; actual workload is lighter due to automation – typically ~10 inbound calls + ~10 online enquiries per day)
• Salary Range: $27–$32 per hour (depending on experience)
• Reports to: Che, Owner

 

Role Overview

As the Inbound Customer Service & Scheduling Coordinator, you will be the welcoming, professional voice of Klever—handling inbound calls and outbound responses to online enquiries, converting interest into confirmed premium bookings, and coordinating the schedule to keep our technicians efficient and our clients delighted. With automation streamlining much of the process, this is a high-impact, low-volume role ideal for someone with excellent phone skills, a consultative sales mindset, and a desire to grow with a premium brand on the rise.

Key Responsibilities

• Answer all inbound customer calls promptly and professionally during core hours (9:00 am – 5:00 pm), gathering details, answering questions, and progressing enquiries toward booking.
• Review online enquiries (forms, emails, messages) and respond primarily via outbound calls in structured batches (typically morning ~9am and afternoon ~4pm) to qualify leads, address questions, and convert to confirmed jobs.
• Schedule and assign cleaning jobs in the booking system, optimising technician travel routes, timing, and resource use across Auckland to maximise daily capacity and customer convenience.
• Manage reschedules, adjustments, and questions related to booked jobs with accuracy and care.
• Send quotes when required for custom or non-standard requests.
• Respond urgently to last-minute cancellations or no-shows by immediately seeking to fill the gap (e.g., reassigning from available leads, moving an existing job earlier to create space, or other quick solutions) to maintain high technician utilisation.
• Adopt a facilitative, consultative approach during calls: Assist customers in making the best decisions by explaining value (e.g., how full-house cleaning provides superior long-term results and cost-efficiency compared to spot treatments), and naturally identify/present relevant add-on or cross-sell opportunities aligned with their needs and Klever's premium offerings.
• Develop expertise in qualifying enquiries: Skillfully identify high value jobs and good-fit client types (e.g., those who appreciate and are willing to invest in 5-star premium service) versus lower-value or mismatched ones, to focus efforts on maximising quality bookings, revenue, and efficiency.
• Understand and present Klever's value proposition clearly during conversations, highlighting the premium benefits of our service to build trust and set realistic expectations for a 5-star experience.
• Handle the occasional difficult or edge-case customer interactions (e.g., upset callers, strong objections, or unusual requests) with calm professionalism—remaining non-reactive, allowing the customer to fully express their concerns until they feel heard, then responding empathetically and constructively to de-escalate and resolve where possible; escalate only complex or unresolved matters to the owner promptly.
• Maintain accurate booking records, customer details, and job notes for seamless handoff to technicians.
• Occasional flexibility beyond core hours (e.g., after 5:00 pm) for urgent situations such as last-minute cancellations or no-shows, where a few quick outbound calls may be needed to fill the gap and maintain high technician utilisation.

 

Performance Expectations & Success Metrics

Success combines clear targets with premium service quality. Targets are aspirational, supported by full training, automation, and regular 1:1 feedback with the owner.

Quantitative Targets

• Achieve an average of 6 confirmed bookings per weekday (Monday–Friday), equivalent to 3 jobs per van (with 2 vans operational), through strong conversion of calls and outbound responses. This optimises technician efficiency, calendar fill, and business growth.
• Respond to all online enquiries on the same day via outbound call (using structured batches).
• Maintain efficient scheduling: optimised travel routes, minimal downtime, proactive rescheduling, and accurate records to support smooth operations.

Qualitative Expectations

• Proactively convert interest into bookings with a warm, consultative sales mindset—understanding needs, highlighting premium advantages, and delivering exceptional interactions.
• Uphold high customer satisfaction in every contact, aiming for consistent positive feedback, 5-star experiences, and low complaints/escalations.
• Ensure error-free records and job details for seamless handoff.
• Handle occasional tasks (e.g., bi-weekly non-payment follow-ups, custom quote sending) promptly and professionally.

 

Performance Incentive

A $100 weekly bonus will be paid when the average of 6 bookings per weekday is achieved (both vans fully booked at 3 jobs/day each across the week). Reviewed weekly and paid in addition to base pay. Consistent performance opens opportunities for role growth as Klever expands.

Required Skills & Experience

• Excellent verbal communication and phone manner – warm, professional, clear, confident, and consultative.
• Proven customer service experience, particularly inbound/outbound call-handling.
• Sales-oriented mindset with enthusiasm for facilitative conversion and qualifying high value opportunities.
• Strong organisational skills and experience with scheduling/booking systems (or quick to learn).
• Good knowledge of Auckland suburbs and geography for practical scheduling and advice.
• Reliable, punctual, and able to work consistently during core hours.
• Right to work in New Zealand and comfortable with basic computer tools (email, booking software, etc.).

Nice-to-Have

• Experience in home services, cleaning, trades, or hospitality.
• Familiarity with CRM/booking tools (e.g., Jobber, Housecall Pro).
• Calm and positive under pressure during busier or challenging calls.
• Basic knowledge of carpet/upholstery cleaning (full training provided).

Remote Work Requirements

• Reliable high-speed internet for clear, uninterrupted phone calls and booking system use.
• Quiet environment during core hours (9:00 am – 5:00 pm) with no significant background noise to maintain professional call quality.

What We Offer

• Fully remote flexibility – work from home or anywhere with reliable internet.
• Equipment provided: iPad/computer and dedicated phone.
• Full training and ongoing support to succeed in the role.
• Real growth opportunities as Klever expands into national and international franchising – your role can evolve with the business.
• Supportive, direct reporting to the owner in a small, high-trust team.
• KiwiSaver contributions (if eligible) and other standard entitlements.