Field Quality & Client Success Specialist

Maryland Luxury Cleaning Services LLC; Aberdeen (MD); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Mileage reimbursement

Paid time off

Affiliate earnings from referrals

Job summary

Maryland Luxury Cleaning Services is seeking an experienced Field Quality & Client Success Specialist in Aberdeen, MD to act as the bridge between clients, cleaners, and the office team. You will focus on protecting service quality and ensuring clients have a positive experience.

Responsibilities include conducting cleanliness audits, resolving quality concerns, covering cleaning assignments when needed, and collecting client feedback, reviews, and referrals.

Qualifications

• Demonstrated ability to perform quality inspections on residential cleaning services.
• Strong communication with clients and cleaners to resolve issues.
• Willingness to cover cleaning when needed and travel between client sites.

Responsibilities

• Complete 8–10 cleaner audits per month.
• Check on-time arrivals, checklist adherence, photos, and quality work.
• Collect client feedback and document concerns for improvement.
• Provide constructive feedback to cleaners and update service standards.
• Cover cleaning assignments as needed and oversee temporary coverage.

Skills

Attention to detail

Reliability

Professional communication

Transportation capability

Independent work

Team collaboration

Tools

Mobile apps

Checklists

Photography

Job description

Maryland Luxury Cleaning Services is looking for an experienced cleaning professional who enjoys helping

clients, supporting cleaners, and making sure work is completed correctly.

Your primary responsibility will be protecting the quality of our residential services and helping our clients and

cleaners have a positive experience.

This position is ideal for someone who wants to use their cleaning and business experience in a meaningful

leadership role-with support from an established administrative team and company ownership.

Position Overview

The Field Quality & Client Success Specialist will serve as the connection between our clients, cleaners, and

office team.

Your primary focus will be:

• Supporting and evaluating cleaners
• Helping resolve quality concerns
• Covering cleaning assignments when necessary
• Collecting client feedback, reviews, and referrals

You will work closely with the Customer Success Specialist, who will continue to handle most scheduling,

administrative work, and initial client and cleaner communication.

Primary Responsibilities

Quality-Control Inspections

• Complete eight to ten additional cleaner audits each month.
• Check whether cleaners arrived on time, followed the checklist, submitted photographs, and completed quality work.
• Ask clients whether they are satisfied and what could improve their experience.
• Document concerns and provide cleaners with constructive feedback.
• Recommend improvements to our cleaning checklist and service standards.

Temporary Cleaning Coverage

This is a hands-on field position. You must be willing and able to complete residential cleanings when coverage

is needed.

You may be asked to cover a cleaning when:

• A new client does not yet have an assigned cleaner.
• A cleaner calls out or becomes unavailable.
• MLCS is looking for a permanent cleaner for an existing client.
• A re-clean or service-recovery visit is required and no other cleaner is available.
• A cleaner needs additional support or training.

Depending on the size of the property and team availability, you may complete the cleaning independently or

be assigned another cleaner to assist you. Some temporary assignments may continue until MLCS finds and

trains a permanent cleaner.

Cleaning coverage is a required part of the position, but your overall role will remain focused on field quality

and client success.

Client Concerns and Re-Cleans

You will work with the Customer Success Specialist to:

• Review client complaints and photographs.
• Determine whether the concern is included in the purchased service.
• Explain company policies professionally.
• Coach cleaners when a valid quality concern is identified.
• Document the resolution.

Refunds, significant property damage, legal concerns, and exceptions to company policy will be escalated to

ownership.

Cleaner Evaluations and Training

After candidates complete the initial interview process, you will:

• Attend and evaluate test cleanings.
• Review cleaning ability, attention to detail, professionalism, timeliness, and customer service.
• Recommend whether a candidate should move forward.
• Help train new cleaners on MLCS standards.
• Provide additional coaching when quality concerns arise.

Final hiring and termination decisions will remain with company ownership.

Reviews and Referrals

When speaking with satisfied clients, you will:

• Ask for an online review.
• Ask whether they know anyone who may need cleaning services.
• Identify clients who may benefit from recurring service.
• Record reviews, referrals, and client feedback.

Additional Responsibilities

To support the company’s growth, you may also:

• Complete one organized inventory check each month.
• Report low, missing, damaged, or improperly stored supplies.
• Help ensure equipment is organized and working properly.
• Create two to three approved pieces of cleaning or product-related content each month.
• Promote approved Alise Edwards products through an assigned affiliate link.
• Earn additional affiliate compensation from eligible tracked sales.

These duties will be scheduled around quality inspections, client concerns, cleaner evaluations, and necessary

cleaning coverage.

What Success Looks Like

You will be successful in this role when:

• First-time clients consistently receive quality service.
• Cleaner performance concerns are identified and addressed early.
• Client complaints are handled without routine owner involvement.
• New cleaner candidates are evaluated consistently.
• Reviews, referrals, and client feedback are requested and tracked.
• MLCS can maintain service when temporary cleaning coverage is needed.
• Clients and cleaners feel supported and valued.

Qualifications

The ideal candidate:

• Can independently complete a high-quality residential cleaning.
• Understands cleaning products, techniques, and equipment.
• Communicates professionally with clients and cleaners.
• Can provide direct but respectful feedback.
• Is dependable, organized, observant, and solution-oriented.
• Has reliable transportation and can travel between client locations.
• Is comfortable using mobile applications, checklists, photographs, and basic spreadsheets.
• Can work independently and as part of a team.

Experience owning or managing a cleaning business is preferred but not required.

Interview and Test Clean

Because this position evaluates cleaners and may cover client assignments, selected candidates must

complete a practical test clean as part of the interview process.

The test clean will evaluate:

• Attention to detail
• Ability to follow a checklist
• Communication and customer service

A test clean performed at an actual client property will be treated as a paid working assessment.

Compensation and Support

• Hourly compensation: $20–$25 per hour, based on experience
• Mileage reimbursement for authorized travel between work locations
• Paid time off in accordance with company policy
• Additional earning opportunity through eligible affiliate sales
• 90-day performance and compensation review
• Training and support from the Customer Success Specialist and company ownership
• Opportunity for advancement as MLCS grows