Title:

Client Service Representative

Job Description:

Job Title: Bilingual Client Service Representative
Reports To: Director of Operations
Department: Operations
 
Summary:  Responsible for supporting the Compass Cleaning Solutions' goals through good customer service, maintaining quality relations with existing accounts. The purpose of this position is to ensure that Compass Cleaning Solutions' Clients are receiving the highest level of cleaning service and CCS Franchise Owners are following the cleaning specifications every time the facility is cleaned. This requires ongoing, consistent communication with every Client and every Franchise Owner.
 
Hours Worked:  Monday – Friday, 8:00 am – 5:00 pm
 
On call as needed to resolve complaints and train Franchise Owners. Monthly training for new owners may also be required.

Reviews and Compensation:
Starting Salary is $36,000, annually with an additional $500/month as a gas allowance. A 90-day review will be given on or around employee's 90 days. At this time PTO and optional 401(k) benefits will go into effect.
 

Qualifications Required:

Skills:
 
Bilingual in English and Spanish
Oral Communication Skills
Written Communication Skills
Reading Skills
Computer Literacy
Keyboard Skills
Customer Relations
Customer Service
Diplomacy
Filing
Math Aptitude
Organization
Project Management
Time Management
 
Education/Experience:

High School Diploma or Equivalent. Prior customer service experience helpful.
 

Responsibilities:

Duties and Responsibilities include the following. Other duties may be assigned.
 

  1. Ensures the highest level of customer service to CCS Clients through good customer service techniques and knowledge of CCS services.
     
  2. Applies knowledge of CCS services to efficiently process Client information and respond to inquiries and complaints in a diplomatic manner.
     
  3. Builds and maintains quality relations with Clients and increase volume of sales on a consistent basis through ongoing determination of Client requirements.
     
  4. Contacts Clients via telephone or other correspondence as frequently as necessary to meet and surpass CCS goals.
     
  5. Remains current on market conditions regarding products, product updates and new technologies through available resources.
     
  6. Analyzes Client accounts and promptly make corrections and/or modifications to files.
     
  7. Clarify Client and Franchise Owner expectations during walk-throughs.
     
  8. Contacts Clients to obtain missing information or data to ensure an accurate Client database.
     
  9. Assists with training new Customer Service Representatives, as requested.
     
  10. Performs other related duties as assigned.
 
Inspection Schedule:          
Customer Service visits and inspections are required for each client on a regular basis (schedule will be determined by Director of Operations). The schedule will vary depending on the size of the account, the cleaning specifications and the needs of the client. Inspections will be coordinated with Customer Service phone inspections. Inspections may be needed to resolve Client complaints and will follow the CCS Circle of Service.
 
Supervisory Duties:
Working with the Director of Operations, supervise the inspection schedule to ensure that all Clients have been contacted and any issues have been resolved. Issues that are difficult to resolve may need to be escalated to the Operations Supervisor for resolution.
 
Documentation:       
All inspections need to be documented in the CleanTelligent system. If there is follow up involved between a Franchise Owner, client and CCS, these conversations need to be documented as well. Any revisions to cleaning specs need to be documented and communicated to the Franchise Owner, client and included in the CCS Client file.
Prepare a daily summary of inspections and resolution of problems/complaints.
 
Upselling Opportunity:       
When conducting an inspection, be sure and offer extra work - floor work, carpet cleaning, window cleaning, etc. Service offerings that result in the scheduling of One Time Jobs pay additional commissions.
 
One Time Jobs:
Periodically, it is required for a Customer Service Representative to help with or complete a one time job. If a one time job is during a week day, this job is considered part of the regular responsibilities and requirements. If the job is after hours (late afternoon, evening, or weekend) it will be paid as additional work.
 

Apply

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If you have resided at your present address less than three years, list your prior address:

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Position(s) Desired:
Client Service Representative
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REFERENCES:

1. Name:
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2. Name:
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EMPLOYMENT

Please give accurate complete full-time and part-time employment record. Start with your present or most recent employer. Please document reasons for employment gaps.
Note: We may contact the employers listed above or on your resume unless you indicate those you do not want us to contact.

1. Company Name
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Employed (mm/dd/yyyy)
From To
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Salary Hint: Please use numbers only. Do not use commas or the dollar sign. EX: 22000
Start $ Last $
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2. Company Name
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Employed (mm/dd/yyyy)
From To
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Salary Hint: Please use numbers only. Do not use commas or the dollar sign. EX: 22000
Start $ Last $
State Job Title & Describe Your Work
Reason For Leaving
DO NOT CONTACT
Reason
3. Company Name
Telephone
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Employed (mm/dd/yyyy)
From To
Name of Supervisor
Salary
Salary Hint: Please use numbers only. Do not use commas or the dollar sign. EX: 22000
Start $ Last $
State Job Title & Describe Your Work
Reason For Leaving
DO NOT CONTACT
Reason
4. Company Name
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Employed (mm/dd/yyyy)
From To
Name of Supervisor
Salary
Salary Hint: Please use numbers only. Do not use commas or the dollar sign. EX: 22000
Start $ Last $
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Reason For Leaving
DO NOT CONTACT
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* You must initial all the boxes below in order to submit your application.

I certify that this application was completed by me and that all entries and information in it are TRUE and COMPLETE to the best of my knowledge. I understand that false, misleading or omitted information in my application may result in its rejection, the revocation of an offer of employment, or discharge.
I authorize investigation of all statements contained in this application as may be necessary in arriving at an employment decision. I understand that an investigation may be made and information me be obtained through Interviews with personal references and past employers, through a credit check, a criminal history check and/or a driver's record check. This inquiry may include information as to, among other things, my character, general reputation and personal characteristics, as well as information about my work performance and workplace conduct. I consent to this investigation and to the consideration of any statements of references, former employers or others that are given in response to the inquiry. If Compass Cleaning Solutions decides to obtain a consumer credit report, I understand that Compass Cleaning Solutions, will provide, at my request, the name and address of the reporting agency so I may obtain from such reporting agency the nature and substance of information contained in such report.
I hereby release all parties, including but not limited to Compass Cleaning Solutions personal references and previous employers, from liability for an injury or damage that may result from their furnishing information concerning me or any action Compass Cleaning Solutions takes on the basis of such information.
I understand that, if I am offered a job, as a condition of beginning my employment, I may be required to undergo a drug screen, and I hereby authorize any doctor, hospital, clinic, laboratory and/or other medical facility to furnish any medical information with reference to me as may be necessary in conjunction with that examination and related considerations.
I understand that, according to federal law, all individuals who are hired must, as a condition of employment, produce certain documentation to verify their identity and United States citizen status or, ir aliens, their legal authorization to work in the United States. As a consequence, I understand that any offer of employment to me is contingent upon my ability to produce the required documentation within the time period required by law.
I understand that this application is not, and is not intended to be, a contract of employment and that any resulting employment is for no fixed period of time and is terminable at any time and for any reason by me or by Compass Cleaning Solutions I further understand that statements which may be contained in policies, practices, handbooks or other material do not create any guarantee of employment and that Compass Cleaning Solutions has the right to modify, amend or terminate policies, practices, benefits plans or other programs within the limits and requirements imposed by law.
I certify that I am not bound by any employment contract or non-competition agreement that would be breached by any employment that might be offered to me by Compass Cleaning Solutions, nor am I in possession of nor will I at any time reveal to Compass Cleaning Solutions, under any circumstances, and proprietary or confidential information that is subject of any contract, non-disclosure agreement or prior work relationship involving any other person or entity.

Confirmation
By checking this box, I understand that Compass Cleaning Solutions agrees to use the information from the appropriate law enforcement agencies to verify information on my application for employment, statements I have made in regard to my employment, and for any determination into my good moral character.

I understand that acceptance of an offer of employment does not create contractual obligation to continue to employ me in the future.

In the event of employment, I understand that false or misleading information given in my application, resume or interview(s) may result in discharge. I understand, also, that I am required to abide by all rules and regulations of the employer.
 
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