Work Order Manager

Job Title: Client Services Representative / Work Order Manager

Essential Responsibilities

Client Service

• Serve as the primary contact for assigned client accounts.
• Respond promptly to client requests via phone, email, and customer portals.
• Build strong relationships through professional and proactive communication.
• Provide regular updates on work order status and service completion.
• Ensure client satisfaction by resolving issues quickly and effectively.
• Escalate unresolved concerns to Operations Management when necessary.

Work Order Management

• Receive, review, and prioritize incoming work orders.
• Dispatch work orders to Area Managers, Supervisors, or subcontractors.
• Monitor work orders from creation through completion.
• Ensure all work orders meet client response-time requirements (SLAs).
• Verify completion notes, photos, and supporting documentation before closing work orders.
• Follow up on overdue or incomplete work orders.
• Maintain accurate records within the company's CMMS or work order management system.

Scheduling & Dispatch

• Coordinate emergency service requests.
• Schedule recurring and one-time cleaning services.
• Coordinate staffing with Operations and Area Managers.
• Monitor technician and cleaning crew availability.
• Ensure proper labor coverage for scheduled services.

Administrative Duties

• Update customer records and service histories.
• Create service reports and completion summaries.
• Process purchase orders and work authorizations.
• Assist Accounting with billing support and work order verification.
• Track service trends and recurring issues.
• Maintain organized electronic documentation.

Operations Support

• Communicate daily priorities with field management.
• Assist with onboarding new client locations.
• Coordinate supply requests when necessary.
• Monitor service performance metrics.
• Identify opportunities to improve operational efficiency.