The Facilities Group

• Partner with client-specific locations to provide updates and support on services planned and rendered. • Schedule Independent Service Providers (ISPs) for services and monitor through completion for client satisfaction. • Manages the life cycle of a client work order, including: Creating the work order, Assigning to ISPs, Scheduling the service, Following-up on completion, and Invoicing the client. • Communicate internally and externally using phone, email, text messages, Microsoft TEAMS, and 3rd part work order management systems. • Serve as the liaison between the client and Independent Service Provider(ISP). • Manage customer concerns as they arise in a timely and professional manner. • Accurately manage and update ISP and client activities in JANIT. • Daily IVR validation and monitoring to ensure ISPs are meeting scheduled commitments.

• Act as the primary liaison for assigned clients, building and maintaining strong, trust-based relationships. • Manage complex client inquiries, service requests, and concerns with professionalism and urgency. • Conduct regular client meetings, site visits, and service reviews to ensure satisfaction and alignment with expectations. • Proactively identify opportunities to enhance service quality and strengthen client retention. • Recruit, train, coach, and supervise internal team members and collaborate with cleaning supervisors and field staff. • Establish clear service standards, procedures, and performance expectations. • Provide ongoing coaching, performance feedback, and development plans to improve team effectiveness. • Foster a customer-focused, accountability-driven culture across the service team. • Oversee daily customer service operations to ensure timely responses and consistent service delivery. • Monitor compliance with SLAs, contracts, company policies, and industry regulations. • Implement and maintain quality control processes, audits, and corrective action plans. • Analyze customer feedback, KPIs, and performance metrics such as CSAT scores, response times, complaint trends, and retention rates. • Take ownership of escalated client complaints and service failures. • Prepare and present regular reports on service performance, customer satisfaction, and operational trends.