Position Summary: The Client Relationship Associate is a vital member of the Customer Service team, acting as the primary communication link between our clients and our Operations department. You will be responsible for proactively building and maintaining exceptional client relationships by ensuring total satisfaction through responsive, professional communication and swift issue resolution. This role demands a high level of organization and the ability to manage a significant volume of communication across email, text, and phone calls.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Exceptional Written and Verbal Communication (Bilingual English/Spanish Required): Must be fully fluent in English for professional client communication and fully fluent in Spanish to ensure clear, respectful, and effective collaboration with our field operations team. The role requires demonstrated mastery in crafting clear, professional, and grammatically correct emails, reports, and text messages in both languages.
• Proactive Customer Service Focus: A genuine desire to exceed client expectations. The ability to anticipate needs and provide solutions before a problem arises.
• Digital Fluency: Highly proficient in managing communication across multiple platforms simultaneously, including Google Workspace (Gmail, Google Docs), text/messaging apps, and internal work order systems.
• Independent & Organized: Proven ability to work independently, manage a dynamic schedule, and prioritize a high volume of tasks effectively.
• Strong Interpersonal Skills: Ability to build rapport and trust with clients and foster a positive, supportive relationship with our field operations team, consistent with our “People First” company value.

EDUCATION & EXPERIENCE:

• Associate’s degree or equivalent professional experience.
• Valid Driver’s License with a clean driving record required.
  Job Type: Full-time

• Act as a Central Communication Hub: Manage a high volume of daily communication with clients and the internal Operations team via email, text, and phone to coordinate services, resolve issues, and ensure client needs are met promptly and professionally.
• Conduct Proactive Site Inspections: Arrange and perform regular walk-through inspections with property managers. Connect with each client contact during site visits to gather feedback and proactively identify opportunities for service improvement.
• Deliver Actionable Reporting: Create detailed, clear, and professional cleaning reports after each inspection, including photographic documentation. Submit reports for management review and distribute to clients daily.
• Facilitate Field Team Success: Provide immediate, constructive feedback to Day Porters and cleaning crews based on inspection results and client input to reinforce quality work and address areas for improvement.
• Manage Service Requests: Create and track work orders based on inspections or client requests. Provide quotes for additional services and escalate complex requests or negotiations to the Director of Corporate Operations.
• Train New Field Employees: Instruct new team members on using worksite tablets for timekeeping and communication protocols.
• Inform property managers of any building maintenance issues reported by our team, in coordination with Operations leadership.
• All other duties as assigned.