Client Solutions Center Representative

A Day In The Life

• Answer, direct, and relay inbound calls, messages, and email messages promptly and professionally.
• Provide timely responses to client inquiries and service requests.
• Monitor, create, and dispatch work tickets across multiple software platforms and applications.
• Accurately enter and update work order information and inspection data in real-time.
• Ensure timely follow-up and closure of work tickets while maintaining detailed records.
• Identify recurring issues or workflow bottlenecks and recommend improvements to enhance efficiency and accuracy.

Client And Operational Support

• Collaborate closely with Operations teams to resolve service concerns and support service excellence.
• Contribute to the achievement of Key Performance Indicators (KPIs) through proactive communication, issue resolution, and process alignment.
• Identify process improvement opportunities, offer recommendations for enhancements to workflows, ticketing practices, or communication protocols.

Administrative Duties

• Provide essential administrative support, including generating and distributing status reports to track work order progress.
• Support billing and invoice verification processes to ensure accuracy and timely processing.
• Review, correct, and verify data entries to maintain data integrity.

Flexibility And Availability

• Be available for on-demand shift coverage as needed during the week.
• Adapt to changing priorities and contribute to a collaborative team environment.

Knowledge And Experience

• Communication Skills: Excellent phone etiquette and professional verbal and written communication skills. Strong customer service orientation with a commitment to providing a positive client experience.
• Technical Proficiency: Proficient in Microsoft Excel and other Microsoft Office applications. Ability to quickly learn and navigate multiple software platforms and systems.
• Attention To Detail & Multitasking: Exceptional attention to detail with the ability to manage multiple tasks simultaneously. Strong organizational skills and the ability to prioritize in a fast-paced environment.
• Independence & Flexibility: The ability to work independently with minimal supervision while maintaining productivity and quality standards. Willingness to work flexible hours and provide coverage during business-critical times.

Preferred Qualifications

• Experience in a customer service or call center environment.
• Familiarity with work order management systems or service dispatch platforms.
• (3+) years of relevant experience.
• Associate’s degree.

About Harvard Maintenance, Inc.

Harvard Maintenance is the largest and fastest growing family owned provider of high-quality janitorial services in the United States. With over 400M+ sq ft serviced in the United States, Harvard has become a source of invested people that help create spaces where people genuinely want to be. Our combined team of more than 10,000+ skilled and hardworking people helps fulfill the needs of clients across many markets and across varying industries. Offices and openings in the lower 48 states.