Client Service Support Rep

Client Success Agent

The Facilities Group of companies provide a comprehensive suite of janitorial and maintenance services to a variety of industries, including healthcare, education, logistics, finance, commercial, and industrial facilities. Our principle of providing best-in-class service not only guides how we treat our clients but is also the foundation of our company culture. We understand the importance of culture for our employees and believe in creating an empowering professional environment with a sense of community and opportunity.

This is a professional position for operational activities Customer Account(s) and is responsible for resolving customer service issues, monitoring provider activity and assignments, negotiations of service rates, and ensuring service contract compliance. This position works cooperatively with customers, independent service providers and internal departments. Monday - Friday, 8:30AM-5:30PM

Client Success Agent Job Duties and Responsibilities:

Partner with client-specific locations to provide updates and support on services planned and rendered.

Schedule Independent Service Providers (ISPs) for services and monitor through completion for client satisfaction.

Creating the workorder, Assigning to ISPs, Scheduling the service, Following-up on completion, and Invoicing the client.

Communicate internally and externally using phone, email, text messages, Microsoft TEAMS, and 3rd part work order management systems.

Serve as the liaison between the client and Independent Service Provider (ISP).

Manage customer concerns as they arise in a timely and professional manner.

Client Success Agent Qualifications and Requirements:

High school diploma or GED.

At least one-year of proven customer service experience in any industry. (Intermediate knowledge of MS Office products, including: Outlook, Word, Excel, and TEAMS

The Facilities Group is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of The Facilities Group to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The Facilities Group also provides reasonable accommodations as required under the Pregnant Workers Fairness Act (PWFA) for limitations related to pregnancy, childbirth, or related medical conditions. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. CSI International, Inc.