Full-Time Client Success Agent

Job Description

Job Description

Who We Are

The Facilities Group of companies provide a comprehensive suite of janitorial and maintenance services to a variety of industries, including healthcare, education, logistics, finance, commercial, and industrial facilities. Our principle of providing best-in-class service not only guides how we treat our clients but is also the foundation of our company culture. We understand the importance of culture for our employees and believe in creating an empowering professional environment with a sense of community and opportunity.

What You Will Be Doing

This is a professional position for operational activities Customer Account(s) and is responsible for resolving customer service issues, monitoring provider activity and assignments, negotiations of service rates, and ensuring service contract compliance. This position works cooperatively with customers, independent service providers and internal departments. This is not a sales position eligible for commissions.

This is a fully remote position in New Jersey & North Carolina.

Schedule Available:

Monday - Friday, 8:00AM-5:00PM

Client Success Agent Job Duties and Responsibilities:

• 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 workorder, including: Creating the workorder, Assigning toISPs, Scheduling the service, Following up on completion, and invoicing the client.
• Communicate internally and externally using phone, email, text messages, Microsoft TEAMS, and3rdpart 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.

Client Success Agent Qualifications and Requirements:

• Previous remote work experience (Preferred)
• High school diploma or GED.
• At least one-year of proven customer service experience in any industry. (Preferred)
• Adaptable and able to work in a fast-paced environment.
• Strong attention to detail.
• Intermediate knowledge of MS Office products, including: Outlook, Word, Excel, and TEAMS
• Excellent time management skills.
• Clear and effective communicator.
• Ability to multi-task.
• Self-motivated with a go-getter attitude.
• Meet or exceeds deadlines.

***The Facilities Group is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Our commitment extends beyond preventing discrimination and harassment; it’s about creating an environment where diverse backgrounds and perspectives are valued. We believe in the power of our people, the ideas they bring, and what we can accomplish together.

***Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of The Facilities Group to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The Facilities Group also provides reasonable accommodations as required under the Pregnant Workers Fairness Act (PWFA) for limitations related to pregnancy, childbirth, or related medical conditions. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact the Recruitment Team 813-425-1985.