Field Service Representative

Coverall is one of the largest franchisors of commercial cleaning businesses in the world, supporting over 8,000 Franchised Business Owners who service more than 40,000 customers in 90 markets. We’re a leader in the industry with over 30 years of innovation and expertise. Coverall is dedicated to nurturing a collaborative, fun, and high-performance culture that inspires the very best from its 500+ employees.

About the role

The Field Service Representative (FSR) provides essential support to the Operations Department by delivering excellent customer service to all customers and franchise owners. The FSR coordinates the proper delivery of information relating to customer accounts from Sales to Operations, handles incoming customer calls, and provides timely feedback on customer concerns to Franchise Owners. The FSR conducts customer site surveys for the Companies’ National Accounts and accompanies Franchise Owners on walk-throughs of new customer accounts.

Responsibilities

• Initiate calls to Franchise Business Owners (FBOs), schedule, and conduct in-person walk-throughs for new customers and returned inventory customers.
• Conduct walk-throughs with Franchise Owners when a customer has requested a change in service provider.
• Perform initial walk-throughs of new National Account customer properties in preparation for offering commercial cleaning contracts to Coverall Franchised Business Owners.
• Perform scheduled surveys at National Account Customers.
• Gather measurements for new National Account customers or new services with existing national accounts.
• Provide primary customer service support and coordinate responses with FBOs for customers who reach out to the support center.
• Document appropriate records and business forms for both Franchised Business Owners and their customers.
• Provide sales and financing options and complete necessary paperwork with FBOs who purchase new accounts and equipment.
• Work with FBOs to obtain one-time service agreements with customers for On Demand and Preventative Maintenance services.
• Answer general questions from franchisees regarding their monthly billing statements.
• Recommend and sell necessary supplies to franchise business owners.
• Present and discuss the Coverall Supply program with customers as needed.
• Perform other duties as assigned to meet business needs.

Requirements

• High School diploma or equivalent.
• Reliable transportation, valid driver’s license, proof of car insurance, and successful completion of a background check.
• Previous experience within a service or operations field with a strong customer service orientation.
• Ability to communicate effectively with customers and franchise business owners.
• Previous sales and/or customer-facing experience in a service business.
• Ability to act as a liaison between Franchised Business Owners’ commercial cleaning customers and the Franchise Business Owner.
• Strong ethics and values; adheres to an appropriate and effective set of core values during both good and difficult times.
• Ability to read and interpret documents.
• Proficiency with email, Outlook, and strong computer skills.
• Ability to resolve conflicts/issues and see them as opportunities; remains composed under pressure.
• Approachable and professional demeanor.

Benefits

• Base salary
• Vehicle reimbursement program
• Cell phone and laptop provided
• Comprehensive benefits package including medical, dental, disability, life, and 401K
• Paid holidays, vacation, and personal time off
• Tuition assistance program
• Career ladder and advancement opportunities with a company policy of “promote from within”