Job Description

Client Success Coordinator (Operations)
Fort Lauderdale, FL, United States of America

Overview

We don’t have jobs, we have careers! We don’t have employees, we have cleaning specialists! Total Cleaning provides complete managed facility services including daily and weekly cleaning for facilities including: hospitals, medical facilities, schools, office buildings, commercial warehouse spaces, and Home Owner’s Associations. We also offer construction cleaning and marble services (move-in ready post construction clean up for corporate buildings, residential properties, condominiums, home builders, complete marble care). Our single priority is to exceed our customers’ highest level of expectation by providing them with impeccable managed facility services that center around clear communication, strong quality control processes, attention to detail and accountability. Total Cleaning has been providing premier commercial cleaning services throughout Florida since 1989. Our commitment to continuing education ensures that our team receives ongoing training in order to provide the highest quality cleaning service available. We believe that our cleaning specialists’ abilities, knowledge and experience will further Total Cleaning’s growth and success, and in turn, will help our cleaning specialists’ achieve their personal and career goals and successes.

Job Skills / Requirements

Basic Function: The Client Success Coordinator supports our Operations Team in delivering key contract with prestigious clients: Coordination and Communication between Teams and Client, Account Administration Management and Issue Resolution.

The ideal candidate will be responsible for:

·         Onboarding and educating Client and Teams, providing ongoing support, troubleshooting technical issues, coordinating projects, and gathering feedback, as well as

·         Monitoring work hours, invoicing, managing subcontractors, assisting in the hiring and termination processes, and producing comprehensive reports. This role plays a pivotal part in maintaining smooth operations within the company.

 
Key Responsibilities:
  • Hour Monitoring: Track and monitor employee work hours, ensuring accuracy and compliance with company policies and regulations.
  • Invoicing: Generate and manage invoices for clients, ensuring accuracy and timeliness in billing processes with reporting activity on both Company and Client systems.
  • Subcontractor Management: Oversee the coordination and communication with subcontractors, maintaining positive relationships and ensuring timely project completion.
  • Hiring and Termination Support: Assist in the hiring process by coordinating interviews and supporting onboarding procedures. Manage termination documentation and procedures as needed.
  • Reporting: Produce regular and ad-hoc reports summarizing operational activities, providing insights and recommendations for improvements.
  • Ensuring the contract is executed at its full extend in accordance with client’s requirements. 
  • Other responsibilities as assigned. 
 
An important part of the requirements and a key success factor is the timely and accurate execution of the routine work involving both Client and Company IT systems:

Daily:

·         Review and resolve prior day service activity on client system.
·         Acknowledgement, coordination (with team and subcontractors) and scheduling (on Company IT System) of client work order (including budget revenue and expense validation) for extra work.
·         Billing (on Company System) and reporting (on client system) extra services as completed, including gathering and reporting proof of service.
·         Answering and reporting in the Company system any incoming complaint or request timely.
·         Coordination and support of teams (employees and subcontractors) daily services delivery 
 

Weekly:

·         Review work order status and complete and update them as necessary to reflect their status on client system, including billing, proof of service, approval reminder, etc.
·         Anticipate with Director next week scheduled and activity.
·         Ensure completeness and accuracy of Client and Company records and make sure they are in sync.
·         Report any issue delaying scheduling, execution, billing, and approval process.
 

Monthly (recurring work):

·         Acknowledge monthly recurring work on client’s system and update Company IT system accordingly.
·         Submit request sign off and proof of service for recurring work.
·         Report on final monthly billing on client’s system.
·         Ensure timely collection of clients sign-off and submit for approval and payment on client’s system.
·         Ensure that all recruitment is fully and timely delivered (from scheduling to approval).
·         Prepare KPI reporting to client as set forth in contract.
 

Others:

·         On call/Flexible Schedule as Service is performed after usual office hours and simple situation might have to be trouble shoot (Access codes, acknowledgement of a request or situation) 

 
Required Skills:
·         High school diploma, BS or associate degree preferred.
·         3-5 years of administrative experience and/or customer service
·         Strong data entry experience.
·         Bilingual in English/Spanish is a MUST.
·         Excellent oral and written communication skills.
·         Ability to communicate with various levels of internal and external customers.
·         Strong communication and customer service skills.
·         Strong attention to detail.
·         Working knowledge of MS Word/ Excel/Outlook.
·         Must be able to multi-task effectively.
·         Must have Problem Solving Skills.
·         Experienced working in a fast-paced environment with high volume
·         Follows instructions and meets deadlines.
 
Work Environment:  
This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines, and standard warehouse equipment such as hand trucks, box cutters and tape dispensers.
 
Physical Demands:
While performing the duties of this job, the employee is regularly required to talk or hear. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.  Specific vision abilities required by this job include close vision and the ability to adjust focus.
 
This Job Description is not an employment contract. The company reserves the right to change the job description and the job duties without notice. 
 
I certify that I understand the job description, I possess the above qualifications, and that I can perform each of the above functions with or without an accommodation.


Join Our Team

Become an integral part of our operations team, contributing to the efficiency and success of our projects. If you thrive in a fast-paced environment, possess exceptional organizational skills, and are passionate about ensuring smooth operational processes, we welcome you to apply and grow with us.


Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it.

Additional Information / Benefits

We offer PTO (Vacation, Sick and Personal Time), Health Insurance, GAP Insurance, Dental Insurance and Vision Insurance, Hiring Bonus, Referral Bonus, Company paid holidays, Special Recognitions and Awards, and the chance to join an exciting growing company!

Our ideal candidates are:

  • Passionate about exceeding customer expectations providing a worry-free experience.
  • Looking to advance in their career and enjoy the rewards that come with working at a growing company that is positioned as an industry leader.
  • Want to make people's lives better every single day.
  • Want to join a team of dedicated professionals utilizing cutting edge technology to deliver best-in-class results.
If this sounds like you, then we want to meet YOU!
 

Benefits: Medical Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Sick Days, Paid Holidays

This job reports to the Director of Operations

This is a Full-Time position 1st Shift.

Number of Openings for this position: 1