Job Description

Job Description

Job Description

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. This level of partnership yields real solutions and best supports our clients’ brand image.

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 in order to achieve a high level of client satisfaction in a rapidly changing environment.

Partner with W Services to experience the difference and the new standard of clean. We are founded on the principles of a family business environment where the standard is to care, listen, respect, and trust one another.

We are always looking for talented, enthusiastic people to join our team. 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.

About the Role:

The Cleaning Services Operations Associate is responsible for monitoring missed service notifications through our IVR (Interactive Voice Response) system, ensuring all missed or incomplete services are addressed promptly, and supporting efficient scheduling processes. This role is crucial in maintaining service quality, ensuring timely issue resolution, and supporting communication across teams and with contractor partners (CPs).

PRIMARY RESPONSIBILITIES:

Janitorial IVR & Follow Up:

• Perform timely follow up on all recurring janitorial services where the technician fails to complete the IVR check in process using the IVR Notification dashboard.
• Assign appropriate resolution categories to each missed or incomplete service.
• Issue and communicate deductions for missed services when necessary.
• Ensure all missed IVRs are followed up on the same day, with detailed and up-to-date system notes.
• Identify and escalate recurring issues, no-show trends, and IVR compliance gaps to the appropriate market team.
• Rectify and/or reschedule any missed services to prevent loss of revenue.

Scheduling Planned Services:

• Assist with the scheduling of services in Web Proposed and Web Scheduled status.
• Reach out to the Contract Partners by phone AND email for any of the Web Proposed/Web Scheduled services where the dates do not work, to advise them new dates are needed.
• Update the ‘Next Step’ note and move the status back to ‘Pending Schedule’ to return to market scheduling.

Team & Market Communication

• Maintain real-time communication with the Cleaning Manager and broader market teams regarding CP challenges, system or schedule updates, and other relevant information.
• Escalate the following promptly:
  • Complaint-related RTS to market teams.
  • Future service days that require rescheduling.
  • Janitorial weekly and monthly closeouts requiring attention.

Documentation & System Updates

• Keep all system notes, statuses, and documentation current and accurate at all times.
• Notify the manager upon completion of assigned workload or task queues.
• Proactively support your team by identifying gaps, trends, or process breakdowns.

Special Projects

• Accept additional tasks as needed.
• Provide assistance to others within & outside team or department as necessary due to business needs.

Knowledge and Skill Requirements

• Proficient in various software applications and able to navigate client’s third party websites.
• (Proficient in MS Outlook and Word, with the capability to work with Excel spreadsheets.
• Proactive and solutions-focused when handling missed services.
• Strong communicator with both internal teams and external partners
• Reliable, consistent, and supportive team player.
• Attendance and reliability are essential attributes for this role
• Handling a high volume of calls
• Highly detail-oriented with strong organizational skills.
• Reliable, consistent, and supportive team player.
• Committed to maintaining clean, clear, and accurate system documentation.
• Demonstrates initiative by escalating issues early and identifying patterns or trends in service issues.

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