Client Service Associate
Position Summary
The Client Service Associate is the administrative hub of Kitchen Guard, ensuring an exceptional client experience before, during, and after every service. This role owns client communications, scheduling, accounts receivable follow-up, new client onboarding, and inventory coordination so that the General Manager and Fire & Life Safety Consultants can focus on growth, the Operations Manager can focus on service execution, and Technicians can focus on delivering exceptional field service.
Key Responsibilities
Client Communications (30%): Serve as the primary point of contact for inbound client calls, emails, and text messages. Schedule and confirm hood cleaning appointments with clients. Send appointment reminders and pre-service communications. Respond promptly to client questions and route technical issues to the appropriate manager. Follow up after service to ensure client satisfaction.
Accounts Receivable (20%): Monitor outstanding invoices and maintain the accounts receivable aging report. Contact clients regarding past-due invoices in a professional, courteous manner. Process payments and document collection activity. Escalate delinquent accounts to the General Manager when necessary. Maintain accurate client billing records.
New Client Onboarding (20%): Welcome new clients and guide them through the onboarding process. Collect required business and billing information. Set up new accounts in company software. Coordinate first-service scheduling. Ensure all required documentation is complete before service.
Scheduling & Service Coordination (20%): Build and maintain the daily service schedule. Coordinate schedule adjustments with the Operations Manager. Confirm technician assignments and client readiness. Communicate schedule changes promptly to clients and internal teams.
Inventory & Administrative Support (10%): Monitor inventory levels of filters, chemicals, PPE, mechanical parts, and office supplies. Coordinate replenishment requests with the Operations Manager. Maintain organized digital client records. Assist with administrative reporting and documentation. Work with Marketing Consultant to plan and execute quarterly client events.
Success Metrics
Accounts receivable collected within 30-days net.
New client onboarding completed without detail errors.
High client satisfaction and responsiveness.
Accurate scheduling with minimal reschedules.
Inventories shortages prevented through proactive procurement and inventory management.
About Kitchen Guard
Kitchen Guard has been a leader in kitchen exhaust cleaning and fire safety since 2009. Known for our commitment to service excellence and innovation, we're expanding our reach through franchising and new service areas. Join us in our mission to keep commercial kitchens clean and safe, one hood at a time!