Customer Facilities Lead — Service & Care Champion

VIXXO; Dallas (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

VIXXO is seeking a full-time Customer Service Team Lead to work at either our Dallas, TX or Bloomfield, CT office. The role focuses on driving repair and maintenance operations while delivering exceptional service, customer retention and satisfaction.

The ideal candidate demonstrates strong collaboration, multitasking, and analytical problem solving in a fast-paced facilities environment and will lead a team to exceed client expectations and reduce costs with a consultative approach.

Qualifications

• 2-3 years or more of experience in supervisory roles in convenience store, grocery, retail, restaurant or hospitality industries or related services.
• Experience in customer service, retention, business development or account management with facilities maintenance understanding.
• Direct experience managing commercial facilities and working with service providers preferred.
• Proficient with MS Office; Excel, Outlook, Word; Siebel a plus.
• Excellent interpersonal skills, reliability, tenacity, teamwork, and data analysis abilities.
• Confident communicator and receptive to feedback from service providers and customers.
• High school diploma or equivalent; bachelor’s degree a plus.

Responsibilities

• Act as the primary point of contact for customer escalations, updates and inquiries to minimize updates; keep work orders updated and customers informed.
• Coordinate with the service team to prioritize outbound follow-ups and improve service levels.
• Build rapport with customers to understand needs and ensure objectives and SLAs are met; provide status and cost updates.
• Review scope of work, negotiate rates with providers to reduce customer costs; approve changes when appropriate.
• Collaborate with field team ROMs to adjust focus based on guidance and feedback.
• Use metrics and reports to identify improvements and ensure deliverables meet contractual requirements.
• Own the solution for the customer so they don’t have to.

Skills

Collaboration

Accountability

Multitasking

Analytical thinking

Team player

Education

High school diploma (or equivalent)

Bachelor’s degree preferred

Tools

MS Office

Excel

Outlook

Siebel

Databases

Job description

VIXXO is seeking a full-time Customer Service Team Lead to work at either our Dallas, TX or Bloomfield, CT office. The role focuses on driving repair and maintenance operations while delivering exceptional service, customer retention and satisfaction.

The ideal candidate demonstrates strong collaboration, multitasking, and analytical problem solving in a fast-paced facilities environment and will lead a team to exceed client expectations and reduce costs with a consultative approach.