Field Customer Service Representative

Job Description

Job Description

Coverall is one of the largest franchisors of commercial cleaning businesses in the world, supporting over 8,000 Franchised Business Owners who service more than 40,000 customers in 90 markets. We’re a leader in the industry with over 30 years of innovation and expertise. Coverall is dedicated to nurturing a collaborative, fun and high-performance culture that inspires the very best from its 500+ employees. If you’re looking to hit the ground running and make an impact on the business while accelerating your career, we want you!

The  Field Customer Service Representative (FCSR) provides essential support to the Operations Department by providing excellent customer service to all customers and franchise owners. The FSR will coordinate the proper delivery of information relating to any customer accounts from Sales to Operations. The FSR handles incoming customer calls and provides timely feedback of any customer concerns to Franchise Owners. The FSR is responsible for conducting customer site surveys for the Companies’ National Accounts and will also accompany Franchise Owners on walk-throughs of any new customer accounts.

Responsibilities:

• Initiate calls to FBO’s, schedule and conduct in-person walk throughs for new customers and returned inventory customers with Franchise Business owners.
• Conduct Walk through with Franchise Owners when customer has requested a change in service provider.
• Conduct initial walk through of new National Account customer properties in preparation for the offering of the commercial cleaning contract to a Coverall Franchised Business Owner.
• Will be required to perform scheduled surveys at National Account Customers.
• Gather measurements, as required, for new National Account customers or new services with existing national accounts.
• Provide primary customer service support and coordinate response with FBO for customers who reach out to support center. 
• Document appropriate records and business forms for both our Franchised Business Owners and their customers. 
• Provide sale and financing options and complete necessary paperwork with FBO’s who purchase new accounts and equipment. 
• Work with FBO to obtain one-time service agreements with customers for On Demand and Preventative Maintenance services. 
• Answer general questions from franchisees regarding their monthly billing statements. 
• Recommend and sell necessary supplies to franchise business owners.
• Present and discuss Coverall Supply program to customers as needed. 
• Other duties that may be assigned to meet business needs. 

Qualifications:

• Must have High School diploma or equivalent.
• Reliable transportation, valid driver’s license, proof of car insurance, and successful completion of a background check are required.
• Previous experience within service/or operations field with the ability to demonstrate strong customer service orientation. 
• Ability to communicate effectively with customers and franchise business owners.
• Previous sales and / or customer facing experience in a service business.
• Ability to act as a liaison between the Franchised Business Owners’ commercial cleaning customers and the Franchise Business Owner.
• Ability to effectively provide direction and advice to customers and Franchise Business Owners
• Strong ethics and values; adheres to an appropriate and effective set of core values and beliefs during both good and difficult times.
• Ability to read and interpret documents. Ability to use email, outlook and have strong computer skills. 
• Steps up to resolve conflicts/issues and sees them as opportunities. Is cool under pressure and does not become defensive or irritated. Easily approachable.
  

What We Bring to the Table:

• Base salary 
• Vehicle reimbursement Program
• Cell phone and laptop
• Comprehensive benefit package including medical, dental, disability, life, and 401K
• Paid holidays and vacation, personal time off
• Tuition assistance program
• Career Ladder and advancement opportunities- Company policy of “promote from within.”

OUR CORE VALUES SYSTEM
At Coverall, we operate every day with a core Mission, Vision, Passion and Values in mind, which empower us to work together toward a common goal. Whether they are a Coverall franchise business owner or work for Coverall internally, our goal is to drive our core values daily.

Equal Opportunity Employer - vets/disabled