Customer Service Manager
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Job Description
Customer Service Manager overseeing service operations in facilities management. Responsible for client relationships and team leadership within the janitorial services division.
Responsibilities:
- 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.
Requirements:
- Proven experience in facility management, janitorial services, or a related service-based industry
- Demonstrated leadership experience managing customer service teams or operations staff
- Strong communication, negotiation, and interpersonal skills.
- Excellent problem-solving, conflict resolution, and decision-making abilities.
- Ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.
- Strong analytical skills with experience using KPIs, dashboards, and customer feedback data.
- Customer-centric mindset with a strong focus on service excellence, retention, and long-term partnerships.
- Associate’s or Bachelor’s degree in Business, Operations Management, Facilities Management, or a related field.
Benefits:
- Health Insurance
- Dental/ Vision Insurance
- Paid PTO
- 401(k) Matching
- Employee Assistance Program (EAP)
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