Job Description

POSITION SCOPE:  Operating within the guidelines of normal Master Policies and Procedures, the Operations Business Consultant is responsible for overseeing the accounts as it relates to the Regional Franchise Development Owner. The Operations Business Consultant inspects accounts, engages in proactive visits of accounts, coordinates site visits and new accounts orientation, resolves customer complaints, develops, conducts training classes for CBO and maintains the network of CBO.

ESSENTIAL DUTIES:

• Represents the Jan-Pro brand with vigor and enthusiasm
• Inspects accounts at the rate of once per month on accounts valued at more than $700 and once per quarter on accounts value at less than $700
• Accompanies CBO and Operations Representative in ‘proactive’ site visits
• Calls new accounts within 24 hours of receiving notice of new customer
• Meets with new contacts to establish relationship
• Performs initial assessment via ‘walk-through’ of new potential CBO
• Sets up new accounts and provide assistance in the ‘new accounts’ process
• Provides ‘on-site’ training for new CBO and complete new CBO paperwork
• Identifies Special Service work opportunities for CBO
• Reviews customer needs for consumable supply needs
• Resolves customer complaints as necessary
• Assists the Regional Franchise Development Owner in preparation and delivery of the Initial CBO training and growing their business
• Transfers customers between owners if requested and documents these requests and transfers
• Informs all owners of transfers and assists in the transfer process through walk-throughs and information exchange
• Attempts resolution of customer complaints
• Recommends solutions for Owners in situations where customers are considering cancelling accounts

PREREQUISITE KNOWLEDGE, SKILLS, AND EDUCATION:

·      Minimum of 2 years in customer service experience.

·      Ability to speak and write in Spanish and English.

·      Demonstrated ability to manage large teams of people in organized structure.

·      Excellent written and verbal English communication skills.

·      Proficient in MS Office programs (Word, Power Point, Excel, and Outlook) and Internet operations.

·      Strong presentation skills.

·      Professional speaking voice and demeanor.

·      Ability to work highly sensitive information and work in a confidential environment.

PHYSICAL AND MENTAL REQUIREMENTS:

·      Ability to function in high-pressure situations

·      Manual dexterity to operate a computer (desk-top and lap-top) and other electronic equipment

·      Ability to take legible hand-written notes where necessary

·      Correctable vision and hearing

·      Excellent interpersonal skills

·      Clear, easy to understand oral communication ability

THIS JOB DESCRIPTION IS NOT INTENDED TO BE ALL-INCLUSIVE AND THE EMPLOYEE WILL ALSO PERFORM OTHER REASONABLY RELATED BUSINESS DUTIES AS ASSIGNED BY IMMEDIATE SUPERVISOR AND OTHER MANAGEMENT AS REQUIRED.  THE COMPANY RESERVES THE RIGHT TO REVISE OR CHANGE DUTIES AS THE NEED ARISES.  THIS JOB DESCRIPTION DOES NOT CONSTITUTE A WRITTEN OR IMPLIED CONTRACT OF EMPLOYMENT.

Company Description

The JAN-PRO commercial cleaning brand culture is built on trust, reliability and excellence in cleaning. We offer customized commercial cleaning plans and dedicated support from janitorial cleaners who are franchise owners, not hourly employees. JAN-PRO requires its franchise owners to complete extensive training on JAN-PRO brand standards, the latest technologies, JAN-PRO branded programs, and the latest cleaning techniques and a checklist of services. The combination of proprietary processes like our EnviroShield® disinfecting process — the same cleaning process used to sanitize hospital operating rooms — an extensive cleaning regimen each visit, and ongoing training keep the JAN-PRO brand the leader in commercial cleaning.