Customer Service Manager

About Us:

At Shine Facility Services, we are dedicated to a dynamic and supportive work environment where every team member has the opportunity to grow and thrive. We believe in providing our employees with the tools, training, and opportunities they need to advance within our company and achieve their professional goals.

We are committed to ensuring that every employee enjoys a balanced and fulfilling life, both inside and outside of work. By prioritizing their well-being and personal growth, we aim to create a workplace where everyone feels valued, motivated, and empowered to contribute their best.

Together, we strive to deliver exceptional facility services to our clients while maintaining a culture of respect, integrity, and continuous improvement.

Job Summary:

We are seeking a dedicated and dynamic Customer Service Manager to join our team. The ideal candidate will establish standard operating procedures and training programs for the operations team, ensuring that our clients receive top-notch service and support. This role involves managing a team of coordinators, handling client inquiries, and working closely with the operations team to ensure client needs are met efficiently. Additionally, the candidate will meet directly with clients for site visits to follow up on the services. 

Work Schedule: Monday – Friday, 9:00 am – 5:30 pm (must have the flexibility to work a later shift when a new customer onboards)

Compensation Range: $90 to $105K per year, depending on education, training, and experience. Additional factors will be considered.

RESPONSIBILITIES

·      Check and respond to emails promptly.

·      Review and plan daily calendar activities.

·      Address customer requests and complaints received via email and Monday.com, ensuring timely follow-up and resolution by the office coordinator and janitors.

·      Conduct regular client visits, perform site inspections, gather feedback, produce inspection reports, and follow up on customer comments.

·      Communicate action plans to customers and ensure follow-through.

·      Schedule and confirm site inspections with clients.

·      Oversee the opening of new accounts, coordinating with Human Resources for hiring and ordering supplies.

·      Develop and implement processes and procedures to improve efficiency and customer satisfaction.

·      Supervise the Operations Coordinator.

·      Develop and implement training programs.

·      Manage the company’s Safety Program, including planning and conducting safety training sessions.

·      Collaborate closely with the PM Operations Supervisor to address and follow through on action items reported by customers.

·      Maintain a flexible approach to job duties, adapting as needed to meet the company’s needs.

SKILLS AND QUALIFICATIONS

Education and Experience:

·      Bachelor’s degree (preferred but NOT required)

·      At least 1 year of experience managing employees

Required Skills and Abilities:

·      Strong organizational and multitasking abilities

·      Excellent communications and interpersonal skills

·      Ability to manage and resolve conflicts effectively

·      Ability to work collaboratively with various teams and departments

·      Strong follow-up and follow-through skills

·      Excellent problem-solving capabilities

·      Proficiency in using email and other communication tools

·      Strong leadership and team management abilities