Customer Service Coordinator - (Onsite)

W Services Group represents a team of subject matter experts in cleaning, construction, and emergency response services. Our quality focused employees and contract partners successfully develop, implement, and manage projects and programs for multi-site groups across North America. We have earned a reputation of being a high value provider and are best known for truly partnering with our clients in a highly collaborative environment. This level of partnership yields real solutions and best supports our clients’ brand image.

Our structure is designed around our clients and is focused on being highly collaborative through market teams across all departments. Our personnel are empowered to make decisions and resolve issues in order to achieve a high level of client satisfaction in a rapidly changing environment.

Partner with W Services to experience the difference and the new standard of clean. We are founded on the principles of a family business environment where the standard is to care, listen, respect, and trust one another.

We are always looking for talented, enthusiastic people to join our team. We believe the successful growth of our company depends on the teamwork and commitment of our employees to deliver the best service and value for our customers.

About the Role

The Customer Service Coordinator position owns the execution and oversight of all cleaning services within your assigned market, including both recurring and demand-based work. Act as the primary point of contact for Contractor partners and clients, ensuring high-quality service delivery, on-time completion, accurate billing, and strong communication with internal and external stakeholders. 

PRIMARY RESPONSIBILITIES:

Management of Recurring & Demand Services:

• Ensure all services to be performed are sent to contractor partners (CPs) per scheduling cycle.
• Ensure work order listing is sent out to the CPs per the scheduling cycle.
• Ensure all callbacks are completed in a timely manner.
• Track all complaints, no-shows, and service failures to resolution using RTS process in WAVES. Assign RTS to field or Contractor relations team members when appropriate. 
• Provide timely responses to client inquiries/issues. Responses to clients should be within an hour for hot escalations and before the end of the day for standard matters. 
• Ensure recurring services are scheduled within scheduling cycle.  If not, receive approval from Client to extend and/or cancel.
• Ensure all clients 3^rd party web platforms are accurately updated/closed out to ensure accounting department can invoice client.
• Order any required product from suppliers for services as needed.
• Advise the client of any security guard requirements as needed.
• Coordinator and schedule lift rentals as needed. 
• Review Daily Note Report/RTS Report following up on all issues/complaints in your Market(s).
• Manage all demand-based cleaning work from initiation to completion.
• Proactively track open work orders and escalate or resolve delays quickly.

Execute Demand Services 

• Accept/acknowledge all new work requests that are received within one hour of receipt. 
• Speak with store management to clarify the scope of work.
• Ensure contract partners provide the necessary information for proposals (primary scope of work being completed, number of techs/hours, square footage, supply/equipment/chemical costs, photos).
• Prepare and post accurate client proposals. Ensure this is within client protocol and time frames.
• Schedule all approved demand services are scheduled and completed within a timeframe to meet client SLAs.
• Maintain ongoing communications with CPs to clarify scopes, expectations, and scheduling needs as work orders progress.
• Ensure work orders are accurately updated with all CP & client pricing to ensure the billing department can invoice the client without delay.
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Mark Team Responsibilities

• Work closely with Associates, Contractor Relations and Field ops to ensure smooth coordination within assigned market. 
• Lead or contribute to market team calls, performance reviews, and contractor discussions. 
• Share trends, risks, and opportunities related to market performance.
• Track all complaints, no-shows, and service failures to resolution.
• Escalate complex issues to Contractor Relations and Area Manager or management as needed.
• Ensure all service issues are followed through to closure. 
• Identify underperforming CO’s provide feedback to internal teams and recommend changes where appropriate

Special Projects As Assigned

• Accept additional responsibilities or projects as needed.
• Provide support and training to others inside and outside the department as needed to fulfill business needs. 

 Skills

• Proficient in Waves and able to use client’s third party websites.
• Proficiency in MS Outlook, Word and able to use basic Excel. 
• Ability to multitask and solve problems with clear communication.
• Team player with a positive attitude.

W Services Group, LLC. provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, veteran status, genetic information, or any other characteristic protected by law.