Customer Service Partner

Interstate – A Premier Facility Services Provider • Horsham, PA

10d • Onsite

About The Position

Company Profile:
Interstate is a fast-growing, family-owned company specializing in janitorial services with operations throughout North America. We offer a high-performance, fully self-performed janitorial solution backed by nearly 40 years of industry expertise. Our humble beginnings keep us grounded in our mission: to positively impact others. Our passion and care will never change. From day-to-day maintenance and janitorial operations to assistance on special projects, Interstate's services are carefully customized for the fast pace of modern facilities.
As a family-owned company, we treat every customer and employee with respect and understanding. We focus on creating safe and healthy environments so facilities can perform their logistics and missions at the highest level.
Come join our family & WORK HAPPY!

Job Summary: The Customer Service Partner, based in our home office, will be at the forefront of our efforts to maintain and enhance client satisfaction. Your primary focus will be to provide direct support to our field teams, including field directors, regional directors and operations managers, aiding in the effective management of our client and site portfolios. This role is perfect for someone who excels in customer service, thrives in a team environment, and is passionate about making a tangible impact on our operations.
In this role, you will:
Assist field teams in understanding client needs and challenges by providing timely and effective support, aiming to enhance client satisfaction.
Contribute to building and maintaining strong client relationships, understanding their expectations, and collaborating with field teams to meet those needs.
Support the implementation of client management strategies, communication techniques, and problem-solving approaches to ensure high levels of client satisfaction.
Duties and Responsibilities:
Help coordinate the provision of resources, including technical expertise and support services, to enable field teams to deliver exceptional customer service to clients
Participate in addressing client concerns, resolving issues promptly, and implementing corrective actions to uphold positive client relationships
Aid in gathering client feedback and insights from field operations, assisting in the analysis to identify improvement areas, and implementing strategies to boost client satisfaction
Support field teams’ training and development efforts by identifying needs, suggesting training programs, and providing resources to enhance their client-facing skills
Assist in overseeing quality assurance processes to ensure services meet client expectations, organizational standards, and industry regulations
Work alongside field teams to identify and address potential risks to client satisfaction, actively contributing to preventive measures
Engage in initiatives aimed at improving client satisfaction, streamlining processes, and optimizing resource for the benefit of clients and the organization.
Support the use of Customer Relationship Management (CRM) tools for tracking client interactions, managing communications and enhancing operational efficiency.

Requirements

• Minimum of 2-3 years of experience in customer service, client management, field support, or a related area
• Associate degree or equivalent experience in business administration, management, or a related field
• Demonstrated ability in customer service or client relationship management.
• Strong interpersonal and communication skills
• Ability to work collaboratively in a team and support a dynamic work environment
• Problem-solving capabilities and attention to detail
• At least 2-3 years of diverse business / project management experience.
• Genuinely passionate about helping companies scale and have experience with firms experiencing significant YoY growth.
• Enjoy the challenge of building something new, have experience with leading change management among a primarily hourly workforce and can work across departments and levels of an organization to get both support and alignment.
• Data driven, able to take raw numbers in a spreadsheet and transform them into meaningful metrics that drive change.
• Self-motivated, organized, able to manage multiple responsibilities at the same time.
• Passionate, respectful and enjoy a sense of accomplishment from a job well done. Not afraid to challenge the status quo, and thrive in an environment that provides autonomy to those who prove successful.
• Understand and can manage the adoption and effective utilization of technology.
• Minimum 2-3 years of experience in client, account, or customer service role.
• Experience in project management and related functions highly desired.
• Strong technology acumen.
• Excellent verbal and written communication skills.
• Demonstrated analytical and problem-solving skills.
• Ability to work effectively with minimal supervision both individually and as part of a team.
• Proficiency with Microsoft Office Suite.
• Must be able to pass a criminal background check, be authorized to work in the US, and possess reliable transportation.

Nice To Haves

• Experience in project management and related functions highly desired.

Responsibilities

• Help coordinate the provision of resources, including technical expertise and support services, to enable field teams to deliver exceptional customer service to clients
• Participate in addressing client concerns, resolving issues promptly, and implementing corrective actions to uphold positive client relationships
• Aid in gathering client feedback and insights from field operations, assisting in the analysis to identify improvement areas, and implementing strategies to boost client satisfaction
• Support field teams’ training and development efforts by identifying needs, suggesting training programs, and providing resources to enhance their client-facing skills
• Assist in overseeing quality assurance processes to ensure services meet client expectations, organizational standards, and industry regulations
• Work alongside field teams to identify and address potential risks to client satisfaction, actively contributing to preventive measures
• Engage in initiatives aimed at improving client satisfaction, streamlining processes, and optimizing resource for the benefit of clients and the organization.
• Support the use of Customer Relationship Management (CRM) tools for tracking client interactions, managing communications and enhancing operational efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree