Customer Success Representative

Job DescriptionJob DescriptionAbout Coverall:Coverall is one of the world's largest commercial cleaning franchisors, specializing in a health-based approach to janitorial services. Unlike a traditional cleaning company that hires corporate employees to clean buildings, Coverall operates entirely on a franchise business model. They sell and license independent business packages to individuals looking to own and operate their own commercial cleaning companies.Why Coverall:System-Wide Reach: Coverall boasts a massive footprint consisting of nearly 8,300 independent franchise owners operating through roughly 43 master corporate-owned regional distribution centers.Market Impact: Coverall serves more than 50,000 customer facilities globally. In recent years, we generated roughly $595 million in system-wide sales.Market Stability: Essential in-person services remain critical and stable through technological shifts, driving high demand for janitorial business ownership.Target Environments: Our human-led, scientifically backed processes are explicitly customized for medical, educational, industrial facilities, and general office space.About the RoleServe as the primary liaison for a portfolio of existing customers, maintaining ongoing communication and managing service satisfaction. We’re looking for someone who thrives on building relationships, solving problems, and empowering others. In this role, you’ll act as the main point of contact for existing customers, ensuring they receive top-tier service and support. You’ll also work closely with our local franchisees, providing hands-on training and mentorship to help them succeed in their day-to-day operations. This is a great opportunity for someone who loves to be out in the field, is proactive, and enjoys a mix of customer engagement, service, and operational support.ResponsibilitiesConduct new customer onboarding, ensuring a smooth and positive setup processDeliver field-based and classroom training to both new and existing franchisees on operational procedures, service standards, and client managementProvide quotes and proposals for additional services, helping customers maximize the value of their partnershipDocument all customer and franchisee interactions in internal systemAddress service-related inquiries and resolve any client issues with professionalism and urgencyOccasionally assist with loading or preparing equipment for franchisees (light-duty, hands-on support)QualificationsPrior customer service, client-facing, or account management experience (2+ years preferred)Required SkillsStrong communication and interpersonal skillsAbility to train, coach, and motivate others — both one-on-one and in group settingsOrganized, dependable, and able to manage multiple tasks simultaneouslyComfortable with light physical tasks and occasional fieldworkProficiency in Microsoft Office; CRM experience a plusValid driver’s license and ability to travel locally (fuel allowance provided)Pay range and compensation package$50k+ base salaryFuel and cell phone allowanceCommission opportunities ($3,000–$5,000)Performance-based raise programFull benefits package: medical, dental, vision401(k) with company matchPaid training and ongoing professional developmentCompany-sponsored annual tropical trip for top performersSupportive, inclusive team culture