Client Solution Center Representative

Are you ready to be part of something Extraordinary? Look no further than Harvard is the largest family-owned provider of premier commercial janitorial and professional security services in the United States. We believe in the power of our people. Here, every team member is valued, empowered, and trained to contribute their best. We foster an inclusive workplace culture where diversity is celebrated and every voice matters.

A day in the life:

The Client Solutions Center Representative plays a vital role in our 24/7 Client Solutions Center by managing work order administration and handling inbound calls during the 1st shift. This in-office position is based at our headquarters in Miami, FL, and requires excellent communication skills, strong attention to detail, and the ability to work independently in a fast-paced environment. The representative will service our clients during typical business hours, working Monday through Friday from 10:00 am to 6:00 pm EST.

Call Management:

• Answer, direct, and relay inbound calls, messages, and email messages promptly and professionally.
• Provide timely responses to client inquiries and service requests.

Work Order Administration:

• Monitor, create, and dispatch work tickets across multiple software platforms and applications.
• Accurately enter and update work order information and inspection data in real-time.
• Ensure timely follow-up and closure of work tickets while maintaining detailed records.
• Identify recurring issues or workflow bottlenecks and recommend improvements to enhance efficiency and accuracy.

Client and Operational Support:

• Collaborate closely with Operations teams to resolve service concerns and support service excellence.
• Contribute to the achievement of Key Performance Indicators (KPIs) through proactive communication, issue resolution, and process alignment.
• Participate in identifying process improvement opportunities, offering recommendations for enhancements to workflows, ticketing practices, or communication protocols.

Administrative Duties:

• Provide essential administrative support, including generating and distributing status reports to track work order progress.
• Support billing and invoice verification processes to ensure accuracy and timely processing.
• Review, correct, and verify data entries to maintain data integrity.

Flexibility and Availability:

• Be available for on-demand shift coverage as needed during the week.
• Adapt to changing priorities and contribute to a collaborative team environment.

Communication Skills:

• Excellent phone etiquette and professional verbal and written communication skills.
• Strong customer service orientation with a commitment to providing positive client experience.

Technical Proficiency:

• Proficient in Microsoft Excel and other Microsoft Office applications.
• Ability to quickly learn and navigate multiple software platforms and systems.

Attention to Detail & Multitasking:

• Exceptional attention to detail with the ability to manage multiple tasks simultaneously.
• Strong organizational skills and the ability to prioritize in a fast-paced environment.

Independence & Flexibility:

• The ability to work independently with minimal supervision while maintaining productivity and quality standards.
• Willingness to work flexible hours and provide coverage during business-critical times.

Preferred Qualifications:

• Experience in a customer service or call center environment.
• Familiarity with work order management systems or service dispatch platforms.
• (3+) years of relevant experience
• Associate’s degree

Work Environment:

• This is an in-office position based at our headquarters in Miami, FL.
• Must thrive in a dynamic, fast-paced environment while maintaining accuracy and efficiency.

Join our team and play a critical role in delivering exceptional service and operational excellence in our Client Solutions Center!

Harvard is offering a competitive salary structure including benefit package with medical, dental, life, and long-term disability (LTD) insurance along with 401K Savings Plan.

An Equal Opportunity Employer --- M/F/D/V