Customer Service Associate

Job Description

Job Description

W Services Group represents a team of subject matter experts in cleaning, construction, and emergency response services. Our quality focused employees and contract partners successfully develop, implement, and manage projects and programs for multi-site groups across North America. We have earned a reputation of being a high value provider and are best known for truly partnering with our clients in a highly collaborative environment. This level of partnership yields real solutions and best supports our clients’ brand image.

Our structure is designed around our clients and is focused on being highly collaborative through market teams across all departments. Our personnel are empowered to make decisions and resolve issues in order to achieve a high level of client satisfaction in a rapidly changing environment.

Partner with W Services to experience the difference and the new standard of clean. We are founded on the principles of a family business environment where the standard is to care, listen, respect, and trust one another.

We are always looking for talented, enthusiastic people to join our team. We believe the successful growth of our company depends on the teamwork and commitment of our employees to deliver the best service and value for our customers.

SUMMARY

 

The Cleaning Services Associate is responsible for providing exceptional support to our clients and contract partners. This role involves managing a large volume of calls, scheduling services, responding to inquiries, and ensuring a positive client experience. Strong communication skills, effective problem-solving abilities, and a commitment to client satisfaction are crucial for success in this position.

 

PRIMARY RESPONSIBILITIES:

 

• JANITORIAL IVR & FOLLOW UP 

1. Perform follow up on all recurring Janitorial services where tech did not complete IVR check in. once the third notification is received (60 minutes past scheduled shift start).
2. Rectify and/or reschedule any missed services to prevent loss of revenue.
3. Issue any contract partner deductions and client credits for missed services and enter billing notes as needed.
4. Ensure work orders are updated/completed both in Waves and 3rd party platform to allow billing. 

• Scheduling Planned Services

1. Follow up with all Contract Partners (CPs) through phone and email for service dates. Escalate to Cleaning Service Coordinators/Specialists if CPs are not being compliant.
2. Update third party websites and send all recurring work orders to CPs once scheduled.
3. Schedule all services within scheduling cycle/client’s fiscal guidelines. If service cannot be completed escalate to Coordinator/Specialist to get approval from client to move date of service to the next month.
4. Perform all follow up callbacks within 24 hours of the ‘on site’ service date. 
5. Follow up/rectify any no shows or unsatisfactory services within 24 hours. 
6. Contact client if security guard coverage is needed for any services. 
7. Escalate unstaffed services and/or problem CPs to Coordinator/Specialist and Market Team to review as needed.

• Purchase Order (PO) Management 

1. Ensure all weekly and monthly POs are closed out in both Waves and on third party platforms before expiration date. 

• Special Projects 
  1. Assist with training new hires.
  2. Accept additional responsibilities or projects as needed.
  3. Provide assistance to others within & outside department as necessary due to business needs. 

 

• Knowledge and Skill Requirements
  • Proficient various software applications and able to navigate client’s third party websites. 
  • (Proficient in MS Outlook and Word, with the capability to work with Excel spreadsheets.
  • Ability to multitask and solve problems with clear communication.
  • Strong proficiency in grammar and effective communication skills
  • Team player with a positive attitude.
  • Attendance and reliability are essential attributes for this role 
  • Handling a high volume of calls

 

W Services Group, LLC. provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, veteran status, genetic information, or any other characteristic protected by law.