Customer Service Representative

Founded in 1991, JAN-PRO, is one of the largest commercial cleaning organizations in the world. Today, JAN-PRO comprises 12,000 + franchise owners who proudly serve over 56,000 customers across 10 different countries.

In terms of industry recognition, JAN-PRO is rated Excellent on Trustpilot and is regularly ranked as a top performing franchise in such publication as Entrepreneur Magazine. In fact, JAN-PRO remains the only franchise commercial cleaning company to be awarded #1 Commercial Cleaning Franchise for thirteen consecutive years by Entrepreneur Magazine’s Annual Franchise 500 Awards.

Position Scope:

We are looking for a motivated, self-driven and professional individual as a Customer Service Representative who enjoys the challenge of building our reputation and growing our business in Southwestern Ontario.

As a customer service representative, you are the main point of contact for customers and our franchise owners. Follow set procedures, resolve conflicts and problems within tight deadlines while exhibiting judgment and a realistic understanding of issues, and the ability to use reason and common sense.

This position's place of work may also be located at our Kitchener, Ontario office.

If you have prior customer service experience and a hope to expand your career, we want to hear from you.

Essential Duties

Job Responsibilities include, but are not limited to the following:

• Customer Service Calls
  • Monthly calls to all Customers that we have not received a Customer Evaluation, CSR call or On-site Inspection report AND Remind CBO to submit Customer Evaluation through Email – Use JAN-PRO’s CRM report to define call list
  • Collaborate with Brand Standards Managers and develop call schedule, script, and define the purpose of program
  • Update JAN-PRO’s CRM /Excel with results of CSR call activity
  • Update JAN-PRO’s CRM with results from customer evaluation forms
  • Prepare reports outlining results of call program
• Receive and log customer complaints
  • Develop action plan with Franchisees for resolution
  • Follow up to ensure resolved satisfactorily
  • Escalate to Brand Standards and Operations Managers as required
  • Establish fines as required and appropriate
• Receive and log Customer requests
  • Temporary Suspension of Service & Restart Service, Additional Cleans, Changes to schedule, Price changes
  • Notify Franchisees verbally and via email
  • Record in JAN-PRO’s CRM
• Receive and Process Missed Cleans
  • Establish fines as required and appropriate
  • Notify accounting manager to credit customer
• Cancellations/ Transfers
  • Receive Cancellation/ Transfers request by Customer through calls/emails/ letters
  • Make every possible effort to resolve situation and not lose account
  • Review with respective Operation Manager and Accounting
  • Report in Weekly Office Meetings
  • Validate Cancellation Requests comply with service agreement terms and conditions Or Process Transfer Requests accordingly
  • Record in JAN-PRO’s CRM if cannot be saved
  • Advise Franchisee before last clean for the Keys Return

Prerequisite Knowledge, Skills, And Education

• High School Diploma, College diploma- preferred
• 2 years previous experience in customer service or telemarketing
• Excellent written and verbal English communication skills
• Strong working knowledge with Microsoft Office, Outlook, Word, Excel, PowerPoint.
• Knowledge of CRM
• Proficient in the use of the Internet
• Ability to document detailed and accurate prospect and client information in electronic database
• Leadership.
• Analysis & Reporting.
• Planning & Execution.
• Relationship Building.
• Problem Solving.
• Excellent Organization & Time Management.

Physical And Mental Requirements

• Ability to function in high-pressure situations
• Manual dexterity to operate a computer and other electronic devices
• Ability to take legible hand-written notes where necessary
• Correctable vision and hearing
• Excellent interpersonal skills
• Clear, easy to understand oral communication ability
• Ability to sit for prolonged periods

Personal traits:

• Driven to Succeed.
• Outgoing Personality with Excellent Communication Skills.
• High Integrity/Trustworthiness.
• Self-Directed/Motivated.
• Collaborative/Team Player.
• Responsible/Accountable.
• Approachable & Passionate.

This job description is not intended to be all-inclusive and the employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. The Company reserves the right to revise or change duties as the need arises. This job description does not constitute a written or implied contract of employment.