Customer Service Manager

NFM & J LP•Tampa, FL

30d•Remote

About The Position

The Customer Service Manager is responsible for leading and managing customer service operations within the janitorial services division. This role serves as the primary point of contact for key clients, ensuring exceptional service delivery, proactive issue resolution, and long-term client retention. The Customer Service Manager drives service standards, oversees performance metrics, trains and supports teams, and collaborates closely with operations to ensure contractual obligations and service level agreements (SLAs) are consistently met. This position reports to the Director of Operations. This is a remote opportunity open to candidates in US Eastern or Central time zones.

Requirements

Proven experience in facility management, janitorial services, or a related service-based industry.
Demonstrated leadership experience managing customer service teams or operations staff.
Strong communication, negotiation, and interpersonal skills.
Excellent problem-solving, conflict resolution, and decision-making abilities.
Ability to manage multiple priorities, meet deadlines, and work independently in a fast-paced environment.
Strong analytical skills with experience using KPIs, dashboards, and customer feedback data.
Customer-centric mindset with a strong focus on service excellence, retention, and long-term partnerships.

Nice To Haves

Associate’s or Bachelor’s degree in Business, Operations Management, Facilities Management, or a related field.
Experience working with SLAs, contract management, and quality assurance programs.
Familiarity with CRM systems and reporting tools.

Responsibilities

Act as the primary liaison for assigned clients, building and maintaining strong, trust-based relationships.
Manage complex client inquiries, service requests, and concerns with professionalism and urgency.
Conduct regular client meetings, site visits, and service reviews to ensure satisfaction and alignment with expectations.
Proactively identify opportunities to enhance service quality and strengthen client retention.
Recruit, train, coach, and supervise internal team members and collaborate with cleaning supervisors and field staff.
Establish clear service standards, procedures, and performance expectations.
Provide ongoing coaching, performance feedback, and development plans to improve team effectiveness.
Foster a customer-focused, accountability-driven culture across the service team.
Oversee daily customer service operations to ensure timely responses and consistent service delivery.
Monitor compliance with SLAs, contracts, company policies, and industry regulations.
Implement and maintain quality control processes, audits, and corrective action plans.
Partner with operations and field management to resolve service gaps and operational challenges.
Analyze customer feedback, KPIs, and performance metrics such as CSAT scores, response times, complaint trends, and retention rates.
Identify service inefficiencies and lead continuous improvement initiatives.
Stay informed on industry best practices and implement innovative service strategies.
Take ownership of escalated client complaints and service failures.
Investigate root causes, coordinate corrective actions, and communicate resolutions effectively.
Deliver win-win solutions that protect client relationships and company interests.
Prepare and present regular reports on service performance, customer satisfaction, and operational trends.
Track departmental expenses and manage budgets related to customer service operations.
Support forecasting, staffing plans, and resource allocation to meet service demands.