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About the Role

The Cleaning Services Coordinator owns the execution and oversight of all cleaning services within their assigned market, acting as the primary point of contact for contractor partners and clients to ensure high-quality service delivery, on-time completion, accurate billing, and strong communication.

Responsibilities

• Ensure all services are sent to contractor partners per scheduling cycle.
• Ensure work order listing is sent to contractor partners per the scheduling cycle.
• Ensure all callbacks are completed in a timely manner.
• Track all complaints, no-shows, and service failures to resolution using RTS process in WAVES.
• Provide timely responses to client inquiries/issues within an hour for hot escalations and before the end of the day for standard matters.
• Ensure recurring services are scheduled within the scheduling cycle, obtaining approval for extensions or cancellations.
• Ensure all clients' 3rd party web platforms are accurately updated/closed out for invoicing.
• Order required product from suppliers for services as needed.
• Advise the client of any security guard requirements.
• Coordinate and schedule lift rentals as needed.
• Review Daily Note Report/RTS Report, following up on all issues/complaints in assigned market(s).
• Manage all demand-based cleaning work from initiation to completion.
• Proactively track open work orders and escalate or resolve delays quickly.
• Accept/acknowledge all new work requests within one hour of receipt.
• Speak with store management to clarify the scope of work.
• Ensure contract partners provide necessary information for proposals.
• Prepare and post accurate client proposals within client protocol and time frames.
• Schedule all approved demand services to meet client SLAs.
• Maintain ongoing communications with contractor partners to clarify scopes, expectations, and scheduling needs.
• Ensure work orders are accurately updated with all contractor partner & client pricing for timely invoicing.
• Work closely with Associates, Contractor Relations and Field ops for smooth coordination within assigned market.
• Lead or contribute to market team calls, performance reviews, and contractor discussions.
• Share trends, risks, and opportunities related to market performance.
• Escalate complex issues to Contractor Relations and Area Manager or management as needed.
• Ensure all service issues are followed through to closure.
• Identify underperforming CO’s, provide feedback to internal teams, and recommend changes.
• Accept additional responsibilities or projects as needed.
• Provide support and training to others inside and outside the department as needed.

Requirements

• Proficient in Waves and able to use client’s third party websites.
• Proficiency in MS Outlook, Word and able to use basic Excel.
• Ability to multitask and solve problems with clear communication.
• Team player with a positive attitude.

Skills

• Waves
• Client's third party websites
• MS Outlook
• MS Word
• MS Excel
• Multitasking
• Problem-solving
• Clear communication
• Teamwork
• Positive attitude

About the Company

• W Services Group represents a team of subject matter experts in cleaning, construction, and emergency response services.
• Our quality-focused employees and contract partners successfully develop, implement, and manage projects and programs for multi-site groups across North America.
• We have earned a reputation of being a high-value provider and are best known for truly partnering with our clients in a highly collaborative environment.
• Our structure is designed around our clients and is focused on being highly collaborative through market teams across all departments.
• Our personnel are empowered to make decisions and resolve issues to achieve a high level of client satisfaction in a rapidly changing environment.
• We are founded on the principles of a family business environment where the standard is to care, listen, respect, and trust one another.
• We believe the successful growth of our company depends on the teamwork and commitment of our employees to deliver the best service and value for our customers.

Equal Opportunity

• W Services Group, LLC. provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, veteran status, genetic information, or any other characteristic protected by law.