Field Support Representative

Coverall; Milpitas (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Base salary

Vehicle reimbursement Program

Cell phone and laptop

Comprehensive benefits package

Job summary

Coverall is seeking a Field Support Representative to provide essential support to the Operations Department, delivering excellent customer service to customers and franchise owners. You will coordinate information flow from Sales to Operations and handle incoming calls, providing timely feedback on customer concerns to Franchise Owners.

You will conduct customer site surveys for National Accounts and accompany Franchise Owners on walk-throughs of new accounts.

Qualifications

• Must have High School diploma or equivalent.
• Reliable transportation and valid driver's license.
• Experience in service/operations with strong customer service orientation.

Responsibilities

• Initiate calls to FBOs and schedule walk-throughs with owners.
• Conduct walk-throughs with Franchise Owners for service changes.
• Conduct initial walks for National Account properties.
• Perform scheduled surveys at National Account Customers.
• Gather measurements for National Account customers or new services.
• Provide primary customer service support and coordinate responses with FBOs.
• Document records for Franchise Owners and customers.
• Present sale and financing options with FBOs.
• Work with FBOs for one-time service agreements.

Skills

Customer service

Communication skills

Sales experience

Liaison between owners and customers

Reading and interpreting documents

Computer skills

Education

High School diploma or equivalent

Job description

Coverall is one of the largest franchisors of commercial cleaning businesses in the world, supporting over 8,000 Franchised Business Owners who service more than 40,000 customers in 90 markets. We're a leader in the industry with over 30 years of innovation and expertise. Coverall is dedicated to nurturing a collaborative, fun and high-performance culture that inspires the very best from its 500+ employees. If you're looking to hit the ground running and make an impact on the business while accelerating your career, we want you!

Field Support Representative(CFSR) provides essential support to the Operations Department by providing excellent customer service to all customers and franchise owners. The FSR will coordinate the proper delivery of information relating to any customer accounts from Sales to Operations. The FSR handles incoming customer calls and provides timely feedback of any customer concerns to Franchise Owners. The FSR is responsible for conducting customer site surveys for the Companies' National Accounts and will also accompany Franchise Owners on walk-throughs of any new customer accounts.

Responsibilities

• Initiate calls to FBO's, schedule and conduct in-person walk throughs for new customers and returned inventory customers with Franchise Business owners.
• Conduct Walk through with Franchise Owners when customer has requested a change in service provider.
• Conduct initial walk through of new National Account customer properties in preparation for the offering of the commercial cleaning contract to a Coverall Franchised Business Owner.
• Will be required to perform scheduled surveys at National Account Customers.
• Gather measurements, as required, for new National Account customers or new services with existing national accounts.
• Provide primary customer service support and coordinate response with FBO for customers who reach out to support center.
• DocumentappropriaterecordsandbusinessformsforbothourFranchisedBusiness Owners and their customers.
• Provide sale and financing options and complete necessary paperwork with FBO's who purchase new accounts and equipment.
• Work with FBO to obtain one-time service agreements with customers for On Demand and Preventative Maintenance services.
• Answer general questions from franchisees regarding their monthly billing statements.
• Recommend and sell necessary supplies to franchise business owners.
• Present and discuss Coverall Supply program to customers as needed.
• Otherdutiesthatmaybeassignedtomeetbusinessneeds.

Qualifications

• Must have High School diploma or equivalent.
• Reliable transportation, valid driver's license, proof of car insurance, and successful completion of a background check are required.
• Previous experience within service/or operations field with the ability to demonstrate strong customer service orientation.
• Ability to communicate effectively with customers and franchise business owners.
• Previoussalesand/orcustomerfacingexperience in aservicebusiness.
• Ability to act as a liaison between the Franchised Business Owners' commercial cleaning customers and the Franchise Business Owner.
• AbilitytoeffectivelyprovidedirectionandadvicetocustomersandFranchiseBusinessOwners
• Strongethicsandvalues; adherestoanappropriate andeffectivesetofcorevaluesandbeliefs during both good and difficult times.
• Abilitytoreadandinterpretdocuments.Ability to use email, outlook and have strong computer skills.
• Steps up to resolve conflicts/issues and sees them as opportunities. Is cool under pressure and does not become defensive or irritated. Easily approachable.

What We Bring to the Table:

• Base salary
• Vehicle reimbursement Program
• Cell phone and laptop
• Comprehensive benefit package including medical, dental, disability, life, and 401K
• Paid holidays and vacation, personal time off
• Tuition assistance program
• Career Ladder and advancement opportunities- Company policy of "promote from within."

OUR CORE VALUES SYSTEM

At Coverall, we operate every day with a core Mission, Vision, Passion and Values in mind, which empower us to work together toward a common goal. Whether they are a Coverall franchise business owner or work for Coverall internally, our goal is to drive our core values daily.

Equal Opportunity Employer - vets/disabled