The Facilities Group · 15 hours ago
Customer Service Manager
United States
Full-time
Remote
Mid, Senior LevelThe Facilities Group National is a comprehensive facilities management company delivering services across various industries. The Customer Service Manager is responsible for leading customer service operations within the janitorial services division, ensuring exceptional service delivery and client retention.
Building MaintenanceFacilities Support ServicesFacility ManagementJanitorial Service
Responsibilities
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
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
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
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
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
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
Qualification
Required
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
Preferred
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
Benefits
Health Insurance
Dental/ Vision Insurance
Paid PTO
401(k) Matching
Employee Assistance Program (EAP)
Company
The Facilities Group
The Facilities Group partners with the premier local, regional and national facility maintenance providers while maintaining brand legacy
Founded in 2020
10001+ employees
Funding
Current Stage
Late StageTotal Funding
$0MKey Investors
Greenbriar Equity GroupMorgan Stanley Private CreditRevolent Capital Solutions
2022-02-08Private Equity
2021-10-06Series Unknown
2020-01-01Seed· $0M
Leadership Team
Bryson Raver
Founder and Chief Executive Officer
Recent News
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