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Customer Service Manager
7 hours ago
Who We Are
Joining The Facilities Group National means you'll be delivering comprehensive facilities management with a "national reach, local touch" mindset. Our 47 regional support offices, hybrid workforce model, and proprietary JAN‑IT platform empower teams to solve problems quickly, streamline work orders and billing, and ensure consistent quality at scale. You'll make an impact across 20+ industries, from retail and healthcare to education, logistics, aviation, and commercial properties; supporting clean, safe, brand‑right environments at 30,000+ locations across North America. If you're energized by a people‑first, data‑driven culture that listens, learns, and grows with its clients and teams, you'll thrive here while helping us set the standard for client satisfaction in facilities management.
Job Summary
The Customer Service Manager is responsible for leading and managing customer service operations within the janitorial services division. This role serves as the primary point of contact for key clients, ensuring exceptional service delivery, proactive issue resolution, and long-term client retention. The Customer Service Manager drives service standards, oversees performance metrics, trains and supports teams, and collaborates closely with operations to ensure contractual obligations and service level agreements (SLAs) are consistently met. This position reports to the Director of Operations.
This is a remote opportunity open to candidates in US Eastern or Central time zones.
Customer Service Manager Duties and Responsibilities
Client Relationship Management
- Act as the primary liaison for assigned clients, building and maintaining strong, trust-based relationships.
- Manage complex client inquiries, service requests, and concerns with professionalism and urgency.
- Conduct regular client meetings, site visits, and service reviews to ensure satisfaction and alignment with expectations.
- Proactively identify opportunities to enhance service quality and strengthen client retention.
Team Leadership & Training
- Recruit, train, coach, and supervise internal team members and collaborate with cleaning supervisors and field staff.
- Establish clear service standards, procedures, and performance expectations.
- Provide ongoing coaching, performance feedback, and development plans to improve team effectiveness.
- Foster a customer-focused, accountability-driven culture across the service team.
Service Delivery Oversight
- Oversee daily customer service operations to ensure timely responses and consistent service delivery.
- Monitor compliance with SLAs, contracts, company policies, and industry regulations.
- Implement and maintain quality control processes, audits, and corrective action plans.
- Partner with operations and field management to resolve service gaps and operational challenges.
Process Improvement & Performance Management
- Analyze customer feedback, KPIs, and performance metrics such as CSAT scores, response times, complaint trends, and retention rates.
- Identify service inefficiencies and lead continuous improvement initiatives.
- Stay informed on industry best practices and implement innovative service strategies.
Issue Resolution & Escalation Management
- Take ownership of escalated client complaints and service failures.
- Investigate root causes, coordinate corrective actions, and communicate resolutions effectively.
- Deliver win-win solutions that protect client relationships and company interests.
Reporting & Budgeting
- Prepare and present regular reports on service performance, customer satisfaction, and operational trends.
- Track departmental expenses and manage budgets related to customer service operations.
- Support forecasting, staffing plans, and resource allocation to meet service demands.
Customer Service Manager Essential Skills & Qualifications
- Proven experience in facility management, janitorial services, or a related service-based industry.
- Demonstrated leadership experience managing customer service teams or operations staff.
- Strong communication, negotiation, and interpersonal skills.
- Excellent problem-solving, conflict resolution, and decision-making abilities.
- Ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.
- Strong analytical skills with experience using KPIs, dashboards, and customer feedback data.
- Customer-centric mindset with a strong focus on service excellence, retention, and long-term partnerships.
Customer Service Manager Preferred Qualifications
- Associate's or Bachelor's degree in Business, Operations Management, Facilities Management, or a related field.
- Experience working with SLAs, contract management, and quality assurance programs.
- Familiarity with CRM systems and reporting tools.
Customer Service Manager Benefits
- Health Insurance
- Dental/ Vision Insurance
- Paid PTO
- 401(k) Matching
- Employee Assistance Program (EAP)
The Facilities Group National 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. Our commitment extends beyond preventing discrimination and harassment; it's about creating an environment where diverse backgrounds and perspectives are valued. We believe in the power of our people, the ideas they bring, and what we can accomplish together.
Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of The Facilities Group National 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 National 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. If reasonable accommodation is needed, please contact the Recruitment Team
