Work Order Manager
Job Title: Client Services Representative / Work Order Manager
Essential Responsibilities
Client Service
- Serve as the primary contact for assigned client accounts.
- Respond promptly to client requests via phone, email, and customer portals.
- Build strong relationships through professional and proactive communication.
- Provide regular updates on work order status and service completion.
- Ensure client satisfaction by resolving issues quickly and effectively.
- Escalate unresolved concerns to Operations Management when necessary.
Work Order Management
- Receive, review, and prioritize incoming work orders.
- Dispatch work orders to Area Managers, Supervisors, or subcontractors.
- Monitor work orders from creation through completion.
- Ensure all work orders meet client response-time requirements (SLAs).
- Verify completion notes, photos, and supporting documentation before closing work orders.
- Follow up on overdue or incomplete work orders.
- Maintain accurate records within the company's CMMS or work order management system.
Scheduling & Dispatch
- Coordinate emergency service requests.
- Schedule recurring and one-time cleaning services.
- Coordinate staffing with Operations and Area Managers.
- Monitor technician and cleaning crew availability.
- Ensure proper labor coverage for scheduled services.
Administrative Duties
- Update customer records and service histories.
- Create service reports and completion summaries.
- Process purchase orders and work authorizations.
- Assist Accounting with billing support and work order verification.
- Track service trends and recurring issues.
- Maintain organized electronic documentation.
Operations Support
- Communicate daily priorities with field management.
- Assist with onboarding new client locations.
- Coordinate supply requests when necessary.
- Monitor service performance metrics.
- Identify opportunities to improve operational efficiency.
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