Prestige Maintenance USA provides scalable janitorial and facilities maintenance services using environmentally sustainable solutions. We’re based in Plano, Texas — just north of Dallas — and have more than 3,000 employees nationwide. We customize janitorial and facilities-maintenance programs for clients in many industries, including distribution, fitness, grocery, retail, and transportation.

We are proud to be a woman-owned business led by Rachel Sanchez, CEO, and Jason Dinverno, CXO, whose parents, Marie and Alex Dinverno, established the company in 1976. As a women’s business enterprise, certified by WBENC, we look to partner with suppliers, clients, and team members who share our values. Not only are we a diverse supplier, but we also have our own supplier diversity program where we actively engage in partnership with other diverse suppliers.

The solutions we provide are scalable — flexible enough to meet the needs of any size enterprise, from Fortune 500 and mid-market clients to small businesses.

As the facilities maintenance and janitorial industry changes, independently owned companies like PMUSA are becoming less common. This allows us to focus on what’s right for our customers, not for shareholders.

Our nimbleness enables us to deliver a greater depth of service and responsiveness as well as a large pool of talent, without the hassles often associated with the largest of companies. Yet our large employee base, history, and national footprint mean we have the resources to serve clients of all sizes, from national, multi-site retail chains to smaller, independently-owned businesses.

The Customer Excellence Specialist provides administrative support to internal and external customers, field operations, and Customer Excellence department. This position requires a balance between customer service, administrative skills, and the ability to manage multiple priorities.  Responsibilities include supporting multiple customer accounts via various data sources and reporting from field partners, professionally answering incoming calls and responding to e-mails, and special projects. This position performs analysis of quality control data and provides statistical information to field management and customers.  The Customer Excellence Specialist position also participates in customer-facing events.   

Check the level of knowledge required:  

   Basic or limited: knows the fundamental concepts of the specialty field 

  Intermediate: has broad job knowledge; knows and applies the full range of concepts, practices of the specialty field (We feel the need to create an entry level position such as a Data Processor to handle routine processes that do not require frequent interaction with the customer.  This level could provide good candidates (test drive) for the Specialist position. 

Advanced: as a recognized expert among those in the field, applies a high degree of knowledge of the overall field; applies principles, practices, and procedures of a particular field within the discipline to complete difficult assignments.

Intuitive application of knowledge of customer accounts requiring multiplicity of processes in various systems; must see the big picture and bring all processes to complete closure 

• Processes work orders, work requests, and work confirmation for multiple customer accounts 
• Responds to customer-specific Computerized Maintenance Management System(s) (CMMS) work tickets in internal and external systems; collects necessary information from field operations via CleanTelligent and phone calls 
• Responds to customer issues daily 
• Provides tracking of escalated issues to ensure long term resolution 
• Provides conflict resolution to Customer Excellence Manager when additional projects conflict with established deadlines 
• Routes work requests correctly to our Accounting department and/or field operations teams based on customer-specific procedures 
• Assists with updating project work schedules and services in respective CMMS tool  
• Responsible for creating assigned daily reports for customer accounts 
• Trains and cross-trains on all customer account processes to back up essential functions 
• Participates in customer-facing events at the PMUSA office to which the employee is assigned, any other PMUSA office, PMUSA job site, customer location, or other location where an event is being hosted   
• Collects eFax daily to organize and date stamp for reporting needs 
• Collaborates with other team members to provide daily support as needed 
• Completes special projects as assigned by Customer Excellence Manager 
• Participates in customer conference calls and provides action plan to customer and field operations 
• Identifies when appropriate to engage management Customer Excellence Manager on potentially sensitive issues 
• REQUIRED SKILLS: 
• Computer Knowledge including Microsoft Operating System, MS Word, Excel (a must), E-mail, Internet, Access database, and typing skills 
• Excellent customer service skills; professional response to all inquiries  
• Ability to analyze all available information, considering impact to all involved parties, and provide feedback 
• Adaptability to changes in the work environment caused by customer needs, operation’s needs, increased work load due to customer growth, or timing of work schedule to meet the needs of external customers  
• Excellent written and verbal communication and organizational skills in English; detail oriented 
• Understand and follow instructions on new assignments; offer feedback to improve efficiencies and effectiveness of processes 
• Ability to appropriately handle frequent exposure to sensitive and confidential information 
• Ability to work independently and in a team environment to achieve resolution 
• Takes ownership of assigned responsibilities and seeks understanding to resolve inefficiencies 
• Ability to meet deadlines while prioritizing multiple customer accounts – will notify manager in advance of missing deadlines