Customer Service Manager

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Full Time Manager Tampa, FL, US

2 days ago Requisition

Who We Are

Joining The Facilities Group National means you’ll be delivering comprehensive facilities management with a “national reach, local touch” mindset. Our 47 regional support offices, hybrid workforce model, and proprietary JAN‑IT platform empower teams to solve problems quickly, streamline work orders and billing, and ensure consistent quality ’ll make an impact across 20+ industries, from retail and healthcare to education, logistics, aviation, and commercial properties;

supporting clean, safe, brand‑right environments at 30,000+ locations across North America. If you’re energized by a people‑first, data‑driven culture that listens, learns, and grows with its clients and teams, you’ll thrive here while helping us set the standard for client satisfaction in facilities management.

Job Summary

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.

Customer Service Manager
Essential Skills & Qualifications

• 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.

• 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.
• Health Insurance
• Pa…