Client Service Operations Supervisor - Janitorial

ABM Industries • New York, NY, US • 1d ago

Overview

Establish and maintain strong client relationships with a positive customer service orientation.
Serve as main point-of-contact for client liaisons, meeting regularly to confirm quality standards are met and service issues are promptly resolved.
Provide leadership and support while being available for emergency and off-hour support.
Promote strong safety culture and work environment. Train staff to utilize Personal Protective Equipment (PPE) and follow safe movement practices.
Plan and assign work schedules to ensure service delivery expectations are achieved.
Ensure timely responses to client-reported emergency cleaning situations.
Train staff on building and property security protocols at each assigned client location.
Train staff on ABM standard cleaning methods and any non-standard cleaning protocols contracted for specific clients.
Train staff to ensure cleaning supplies/chemicals are appropriately utilized and properly stored, whether in a standard or green-cleaning environment. Maintain SDS sheet and OSHA requirements.
Train staff on safe operation of all cleaning equipment (buffers, scrubbers, etc.).
Train and manage Site janitorial and Porter staff.
Continuously monitor employee timekeeping entries, looking for adherence to assigned work schedules and company policy.
Look for opportunities to increase revenue by providing additional billable project work to new clients and/or existing base of clients.
Arrange for staff substitutions or personally perform work where employee absences could impact timely completion of contracted work.

Responsibilities

Complete site inspections using client system and report any potential issue, or hazards immediately. Address deficiencies found with day and night employees and communicate to night manager assigned to these buildings via email for the night deficiencies found and attached pictures. Always copying their Manager. Inspect all sites on a weekly basis. All floors and all areas are to be inspected by the end of the month.

Review performance and ensure that AM/PM job descriptions and schedules of work are kept up to date on ABM/WeWork portal.

Conduct performance training with day/night employees, monthly safety training, and work with ABM Safety and Risk team to build and maintain custom safety training modules.

Responsible for utilization of replacement staffing for day off paid entitlements.

Weekly auditing of all employees attendance and hours

Must follow up and communicate any issues encountered.

Monitor condition of day/night cleaning carts to assure they are operating correctly.

Responsible to place supplies order for the two buildings.

Interact with Community Managers to stay on top of delivery schedule of all supplies – and assure inventory count is updated weekly.

Communicate with WeWork Community Manager on special events and activities affecting services.

Schedule and oversee all special cleanup requests in conjunction with night manager.

Provide Safety trainings to all employees.

Responsible for the CorrigoPro tickets, accept and complete them on a timely manner.

Be able to work holidays, weekends and overtime if necessary

Be on call for weather related events or special on-site property events

Flexible schedule is required

Perform all other duties as required*

Qualifications

At least 2 years of experience supervising employees.
Experience with commercial cleaning industry is a big plus.
Experience effectively managing teams: solid staff retention, counseling and developing team members, etc.
MS Office (Outlook, Word, Excel) proficiency required.
Valid Driver’s License and satisfactory driving record is required to operate company vehicles to and from customer work sites.
Proven ability to handle confidential information with discretion.
Detail-oriented with a high level of accuracy.
Strong organizational, multi-tasking, and prioritization skills.
Excellent interpersonal and communication skills, including ability to give effective presentations to small and large groups.
Resourceful team player with a positive outlook and approachable demeanor.
High School Diploma or GED (Required)

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