Client Service Manager

Company Description

Safety Facility Services is a trusted leader in facility maintenance for commercial and residential properties of all sizes. Established in 1992, our company now services over 30 million square feet across the eastern United States, offering expertise in cleaning, operations, architectural maintenance, pest control, security, and energy solutions. Leveraging advanced technologies and specialized systems, we empower our team to deliver exceptional services while prioritizing sustainability for both the environment and your budget. Our innovative approach and customer-first philosophy have made us the fastest-growing facility services provider in the region.

Role Description

Safety Facility Services is seeking a full-time Client Service Manager for our Repair & Maintenance Division. This role may be remote or hybrid, depending on business needs and candidate location.

The Client Service Manager will serve as the primary point of contact for assigned client accounts, ensuring client satisfaction through timely follow-up, consistent communication, and prompt resolution of service concerns. This role is responsible for managing client relationships, overseeing service delivery, tracking work orders and service tickets, coordinating staffing or vendor support, analyzing client feedback, and supporting the implementation of improvement plans.

The Client Service Manager will also coordinate closely with internal teams, field staff, vendors, subcontractors, and leadership to ensure work orders, client requests, repairs, and maintenance-related tasks are completed timely and in accordance with company standards and client expectations.

Key Responsibilities

• Serve as the main point of contact for assigned Repair & Maintenance client accounts.
• Build and maintain strong client relationships through regular communication, follow-up, and issue resolution.
• Receive, review, assign, and track client work orders, service tickets, repair requests, and maintenance-related tasks.
• Monitor the status of open tickets and ensure timely follow-up, completion, and client updates.
• Coordinate with internal teams, field personnel, vendors, and subcontractors to ensure proper service delivery.
• Assist with scheduling, staffing coordination, and dispatching support when needed to meet client service needs.
• Manage vendor communication, follow-up, and service coordination to ensure work is completed properly and in a timely manner.
• Address client concerns promptly and professionally, escalating matters when appropriate.
• Review client feedback and assist in developing action plans to improve service quality.
• Identify client needs, recognize opportunities for service expansion, and support upselling opportunities within existing client accounts.
• Support compliance with service level agreements, company standards, and client expectations.
• Maintain accurate records, work order updates, task notes, and client communication through company systems, CRM platforms, or related management tools.
• Partner with operations and leadership to resolve escalated service issues and improve overall account performance.

Requirements

• 3–5 years of experience in client services, customer success, account management, or a similar role.
• Proven ability to manage and enhance client relationships.
• Strong customer service, communication, and follow-up skills.
• Ability to address and resolve client concerns in a professional and timely manner.
• Strong analytical skills with the ability to evaluate feedback and support service improvement plans.
• Strong business awareness with the ability to understand client needs, identify opportunities for service expansion, and support upselling opportunities within existing client accounts.
• Ability to work collaboratively with internal teams to ensure service excellence.
• Strong organizational skills and attention to detail.
• Proficiency with relevant management software, communication tools, reporting systems, and CRM/client management platforms is highly preferred.
• Previous experience in facility management, repair and maintenance, property services, or a related industry is highly desirable.
• Bachelor’s degree in Business Administration, Management, or a related field is preferred.

Salary Range: $60,00 - $75,000 Annually