What are the responsibilities and job description for the Client Success Agent (Tampa) position at The Facilities Group?
Who We Are
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.
What You Will Be Doing
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. This is not a sales position eligible for commissions.
This is an in-office role based out of Tampa, FL.
Schedule Available :
Monday - Friday, 9 : 00AM-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.
- Manages the life cycle of a client workorder, including : 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.
- Accurately manage and update ISP and client activities in JANIT.
- Daily IVR validation and monitoring to ensure ISPs are meeting scheduled commitments.
Client Success Agent Qualifications and Requirements :
TFGNHP #LI-TFG
Monday-Friday
9 : 00AM-5 : 30PM
