What are the responsibilities and job description for the Senior Client Success Agent (Full Time) position at The Facilities Group National?

Job Description

Who We Are :

Two of the most reputable and long-standing brands in the national facility maintenance and janitorial industry, National Janitorial Solutions (“NJS”) and Excel Building Services (“Excel”) have come together to form one of the largest multi-site facility service brands as The Facilities Group National Division (“TFG National”). The creation of The Facilities Group National Division creates a level of attention, oversite, and operational efficiency rarely found in the facilities maintenance industry.

The Facilities Group’s National Division delivers industry-leading services nationwide through enhanced communication and operational excellence, with a commitment to setting the standard in facilities management and client satisfaction.

What You Will Be Doing :

This is a professional position for operational activities Customer Account(s) responsible for supervising a small team of Client Success Agents. In this role, you will resolve customer service issues, monitor provider activity and assignments, negotiate service rates, and ensure service contract compliance. Additionally, you will support senior management initiatives and goals, serving as a liaison and motivator for the team. This position works cooperatively with customers, independent service providers, senior management, and internal departments. This is not a sales position eligible for commission.

This is an in-office role based out of Tampa, FL.

Senior Client Success Agent Duties and  Responsibilities :

Supervise and support a team of 3-4 client success agents with day-to-day operations.
Troubleshoot client complaints prior to them escalating. Proactively address matters before they become a greater concern.
Create an inspiring team environment that promotes a positive company culture.
Delegate and follow up on tasks as required and set clear deadlines for Client Success Agents.
Train all new Client Success Agents and perform ongoing training with assigned team members.
Assist senior management in maintaining client relationships by means of reports, calls, and client meetings.
Monitor Client Success Agent team performance and workflow to ensure work orders are completed in timely manner.
Support and motivate Client Success Agents to meet monthly and quarterly goals.
Listen to Client Success Agent feedback and help resolve work-related issues.
Encourage Client Success Agent team to share new and creative solutions.

The successful candidate will work at our Tampa, FL office (not a remote position).

Senior Client Success Agent Requirements and Qualifications :

At least 1 year of supervisor or lead experience. (required)

Intermediate knowledge of MS Office products, Teams, Outlook, Excel, Word

Ability to create strong relationships, lead a team, and assign tasks through exemplary leadership skills.

Provide outstanding customer service to internal and external clients.

Driven to meet and exceed deadlines in a fast-paced setting.

Excellent organizational skills and attention to detail.

Ability to know when to escalate matters to senior management and effectively communicate a client’s concern.

Maintain an effective and professional working relationship with clients, employees, and others encountered in the course of employment.

Remain flexible and adjust to situations as they occur.

Work according to established standards and procedures set by Operations leaders, and lead by example.

Proactive problem solver and clear communicator.

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 at 813-425-1985.

TFGNHP

LI-Onsite

Monday - Friday

9 : 00AM - 5 : 30PM

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Senior Client Success Agent (Full Time)

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