The posting
About City Wide Facility Solutions
At City Wide Facility Solutions of Washington, we help commercial businesses maintain clean, safe, and well-maintained facilities through comprehensive janitorial and building maintenance solutions. We partner with businesses throughout Western Washington to simplify facility management and deliver reliable service.
We are looking for a Facility Solutions Manager (FSM) to join our team in Kent, WA. This individual will play a key role in managing client relationships, overseeing service quality, and ensuring our independent contractors deliver exceptional results.
Position Overview
The Facility Solutions Manager is responsible for managing the day-to-day operations of an assigned portfolio of commercial client accounts. This role focuses on building strong relationships with clients and independent contractors, maintaining service quality, resolving issues, and identifying opportunities to expand services.
The ideal candidate is a proactive, relationship-driven professional with strong organizational skills, excellent communication, and the ability to manage multiple priorities in a fast-paced environment.
Key Responsibilities
Client Relationship Management
- Manage assigned client relationships, focusing on retention, satisfaction, and opportunities to expand services.
- Develop customized service strategies and schedules to meet each client's needs.
- Conduct regular client visits and quality control inspections to ensure service standards are met.
- Address client concerns, troubleshoot service issues, and follow through on commitments.
- Negotiate agreements for additional services, including pricing, staffing, and logistics.
- Communicate client feedback and survey results to internal teams and contractors.
Contractor & Service Management
- Manage relationships with independent contractors, including negotiating pricing, service agreements, and contract terms.
- Ensure contractors meet client requirements, service specifications, and compliance standards.
- Monitor contractor performance through inspections and follow-up visits.
- Coordinate contractor onboarding and the launch of new client accounts.
- Address performance concerns and arrange contractor replacements when necessary.
- Supervise and support Night Managers to ensure consistent service delivery.
Operations & Quality Control
- Maintain high standards of service quality through regular inspections and performance monitoring.
- Develop and implement corrective action plans for client complaints and service deficiencies.
- Ensure adequate staffing and resources are available to meet client needs.
- Coordinate non-routine service activities and maintain accurate client records.
- Maintain client documentation, including service specifications, route sheets, key and alarm information, and safety documentation.
- Use City Wide's CRM and other systems to document inspections, service activities, and account updates.
Business Growth & Administrative Support
- Identify opportunities to expand client services and increase revenue.
- Promote and coordinate the procurement of supplies for client accounts.
- Communicate potential new business opportunities to the sales team.
- Assist with past-due client invoices and contractor payment-related matters.
- Review and approve Night Manager and Service Representative timesheets.
- Participate in monthly independent contractor payday activities.
Performance Expectations
Success in this role is measured by client retention, service quality, operational efficiency, and account growth.
Key performance areas include:
- Increasing total revenue retention year over year.
- Maintaining or reducing lost business compared to the previous year.
- Increasing new janitorial sales (NJS) compared to the previous year.
- Completing required client inspections and submitting daily reports.
- Monitoring and communicating at-risk accounts through internal reporting.
- Increasing supply line revenue year over year.
- Maintaining regular client visits and high client satisfaction ratings.
Top performers in those role average $95,000+ their first year in the role with commission and bonuses!
Requirements
- Management experience or equivalent professional experience required.
- High school diploma or equivalent required; bachelor's degree strongly preferred.
- Excellent verbal and written communication skills.
- Strong relationship-building and customer service skills.
- Highly organized, detail-oriented, and dependable with excellent follow-through.
- Ability to manage multiple accounts, priorities, and deadlines independently.
- Proficiency in Microsoft Office and familiarity with CRM databases.
- Reliable transportation required for client site visits.
Benefits
- Uncapped Commissions & Bonuses: Opportunities to earn additional compensation based on performance.
- Protected Territory: Build and grow relationships within your assigned territory.
- Expense & Entertainment Account: Resources to support business development and client relationships.
- Leadership Mentorship: Learn and grow with guidance from company leadership.
- Paid Time Off & Holidays: Generous PTO plus 8 paid holidays.
- Medical, Dental & Vision Insurance: Benefits begin after 60 days of employment.
- 401(k) with Company Match: 4% company match, starting after 60 days of employment.
- Mileage Reimbursement: Up to $500 per month.
- Company-Provided Technology: Laptop, iPhone, and tablet to support your work.
- Opportunity to build lasting relationships with commercial clients and independent contractors.
- A collaborative environment where your work directly contributes to client satisfaction and company growth.
- The opportunity to develop your leadership, account management, and operational skills.
- A role with variety, autonomy, and opportunities to make a meaningful impact on daily operations.
