Customer Account Excellence Specialist (804)

Overview

Prestige Maintenance USA provides scalablejanitorialandfacilities maintenanceservices using environmentally sustainable solutions. Were based in Plano Texas just north of Dallas and have more than 3000 employees nationwide. We customize janitorial and facilities-maintenance programs for clients in many industries including distribution fitness grocery retail and transportation.

We are proud to be a woman-owned business led by Rachel Sanchez CEO and Jason Dinverno CXO whose parents Marie and Alex Dinverno established the company in 1976. As a womens business enterprise certified byWBENC we look to partner with suppliers clients and team members who share our values. Not only are we a diverse supplier but we also have our ownsupplier diversityprogram where we actively engage in partnership with other diverse suppliers.

The solutions we provide are scalable flexible enough to meet the needs of any size enterprise from Fortune 500 and mid-market clients to small businesses.

As the facilities maintenance and janitorial industry changes independently owned companies like PMUSA are becoming less common. This allows us to focus on whats right for our customers not for shareholders.

Our nimbleness enables us to deliver a greater depth of service and responsiveness as well as a large pool of talent without the hassles often associated with the largest of companies. Yet our large employee base history and national footprint mean we have the resources to serve clients of all sizes from national multi-site retail chains to smaller independently-owned businesses.

Job Skills / Requirements

The Customer Excellence Specialist providesadministrative support to internal and external customers field operations and Customer Excellencedepartment. This position requires a balance between customer service administrative skills and the abilityto manage multiple include supporting multiple customer accounts via various data sources and reporting from field partners professionallyansweringincomingcallsand responding to e-mailsand special projects. This position performs analysis of quality control data and provides statistical information to field management and Customer Excellence Specialist position alsoparticipatesin customer-facing events.

Check thelevelof knowledgerequired:

Basic or limited: knows the fundamental concepts of the specialty field

Intermediate: has broad job knowledge; knows and applies the full range of concepts practices of the specialty field (We feel the need to create an entry level position such as a Data Processor to handle routine processes that do not require frequent interaction with the level could provide good candidates (test drive) for the Specialistposition.

Advanced: as a recognized expert among those in the fieldappliesa high degree of knowledge of the overallfield;applies principlespractices and procedures of a particular field within the discipline to complete difficult assignments.

Intuitive application of knowledge of customer accounts requiring multiplicity of processes in various systems; must see the big picture and bring all processes to complete closure

• Processes work orders work requests and work confirmation for multiple customer accounts
• Responds to customer-specific Computerized Maintenance Management System(s) (CMMS) worktickets in internal and external systems; collects necessary information from field operations viaCleanTelligentand phone calls
• Responds to customer issues daily
• Provides tracking of escalated issues to ensure long term resolution
• Providesconflict resolution to Customer Excellence Manager whenadditionalprojects conflict with established deadlines
• Routeswork requests correctly to ourAccountingdepartment and/or field operations teams based on customer-specific procedures
• Assistswith updating project work schedules and services in respective CMMS tool
• Responsiblefor creating assigned daily reports for customer accounts
• Trains and cross-trains on all customer account processes to back up essential functions
• Participates in customer-facing events at the PMUSA office to which the employee is assigned any other PMUSA office PMUSA job site customer location or other location where an event is being hosted
• Collects eFax daily to organize and date stamp for reporting needs
• Collaborateswith other team members to provide daily support as needed
• Completesspecial projects as assigned by Customer Excellence Manager
• Participates in customer conference calls and provides action plan to customer and field operations
• Identifieswhenappropriate toengage management Customer Excellence Manager on potentially sensitive issues
• REQUIREDSKILLS:
• Computer Knowledge including Microsoft Operating System MS Word Excel (a must) E-mail Internet Access database and typing skills
• Excellentcustomer service skills; professional response to all inquiries
• Ability to analyze all available information considering impact to all involved parties and provide feedback
• Adaptability to changes in the work environment caused by customer needs operations needs increasedwork loaddue to customer growth or timing of work schedule to meet the needs of external customers
• Excellent written and verbal communication and organizational skills in English; detail oriented
• Understand and follow instructions on new assignments; offer feedback to improve efficiencies and effectiveness of processes
• Ability to appropriately handle frequent exposure to sensitive and confidential information
• Ability to work independently and in a team environment to achieve resolution
• Takes ownership of assigned responsibilities andseeksunderstanding to resolve inefficiencies
• Ability to meet deadlines while prioritizing multiple customer accounts will notify manager in advance of missing deadlines