What are the responsibilities and job description for the Facilities Client Experience Manager position at RBJK MARKETING?
Benefits:
Key Responsibilities:
- 401(k) matching
- Bonus based on performance
- Company parties
- Competitive salary
- Dental insurance
- Training & development
- Vision insurance
Key Responsibilities:
- Serve as the primary point of contact for key clients, ensuring their needs are met with professionalism and urgency.
- Conduct regular check-ins and facilities condition assessments to proactively address concerns.
- Monitor service delivery performance across maintenance teams and vendors.
- Collaborate with operations to ensure timely resolution of service issues and adherence to SLAs.
- Analyze customer feedback and service data to identify trends and areas for improvement.
- Develop and implement customer experience initiatives that align with business goals.
- Work closely with account managers, dispatch teams, and field technicians to ensure a unified customer experience.
- Generate reports on customer satisfaction, service performance, and issue resolution metrics.
- Present insights and recommendations to senior leadership.
- Bachelor’s degree in Business and / or 2 years of Facilities Management, or related field.
- 5 years of experience in customer service or client management, preferably in facilities maintenance or a service-based industry.
- Strong communication, problem-solving, and interpersonal skills.
- Experience with CRM systems and service management platforms.
- Ability to manage multiple priorities in a fast-paced environment.
- Knowledge of facilities maintenance operations (e.g., HVAC, janitorial, electrical, plumbing).
- Familiarity with KPIs such as First-Time Fix Rate, Response Time, and Customer Satisfaction Score (CSAT).