Founded in 1991, JAN-PRO, is one of the largest commercial cleaning organizations in the world. Today, JAN-PRO comprises 12,000 + franchise owners who proudly serve over 56,000 customers across 10 different countries.

In terms of industry recognition, JAN-PRO is rated Excellent on Trustpilot and is regularly ranked as a top performing franchise in such publication as Entrepreneur Magazine. In fact, JAN-PRO remains the only franchise commercial cleaning company to be awarded #1 Commercial Cleaning Franchise for thirteen consecutive years by Entrepreneur Magazine’s Annual Franchise 500 Awards.

Position Scope:
We are looking for a motivated, self-driven and professional individual as a Customer Service Representative who enjoys the challenge of building our reputation and growing our business in Southwestern Ontario.

As a customer service representative, you are the main point of contact for customers and our franchise owners. Follow set procedures, resolve conflicts and problems within tight deadlines while exhibiting judgment and a realistic understanding of issues, and the ability to use reason and common sense.

This position's place of work may also be located at our Kitchener, Ontario office.

If you have prior customer service experience and a hope to expand your career, we want to hear from you.

Essential Duties
Job Responsibilities include, but are not limited to the following:

Customer Service Calls

Monthly calls to all Customers that we have not received a Customer Evaluation, CSR call or On-site Inspection report AND Remind CBO to submit Customer Evaluation through Email – Use JAN-PRO’s CRM report to define call list

Collaborate with Brand Standards Managers and develop call schedule, script,



and define the purpose of program

Update JAN-PRO’s CRM /Excel with results of CSR call activity

Update JAN-PRO’s CRM with results from customer evaluation forms

Prepare reports outlining results of call program

Receive and log customer complaints

Develop action plan with Franchisees for resolution

Follow up to ensure resolved satisfactorily

Escalate to Brand Standards and Operations Managers as required

Establish fines as required and appropriate

Receive and log Customer requests

Temporary Suspension of Service & Restart Service, Additional Cleans, Changes to schedule, Price changes

Notify Franchisees verbally and via email

Record in JAN-PRO’s CRM

Receive and Process Missed Cleans

Establish fines as required and appropriate

Notify accounting manager to credit customer

Cancellations/ Transfers

Receive Cancellation/ Transfers request by Customer through calls/emails/ letters

Make every possible effort to resolve situation and not lose account

Review with respective Operation Manager and Accounting

Report in Weekly Office Meetings

Validate Cancellation Requests comply with service agreement terms and conditions Or Process Transfer Requests accordingly

Record in JAN-PRO’s CRM if cannot be saved

Advise Franchisee before last clean for the Keys Return





Prerequisite Knowledge, Skills, And Education

High School Diploma, College diploma- preferred

2 years previous experience in customer service or telemarketing

Excellent written and verbal English communication skills

Strong working knowledge with Microsoft Office, Outlook, Word, Excel, PowerPoint.

Knowledge of CRM

Proficient in the use of the Internet

Ability to document detailed and accurate prospect and client information in electronic database

Leadership.

Analysis & Reporting.

Planning & Execution.

Relationship Building.

Problem Solving.

Excellent Organization & Time Management.

Physical And Mental Requirements

Ability to function in high-pressure situations

Manual dexterity to operate a computer and other electronic devices

Ability to take legible hand-written notes where necessary

Correctable vision and hearing

Excellent interpersonal skills

Explicit, easy to understand oral communication ability

Ability to sit for prolonged periods

Personal traits:

Driven to Succeed.

Outgoing Personality with Excellent Communication Skills.

High Integrity/Trustworthiness.

Self-Directed/Motivated.

Collaborative/Team Player.

Responsible/Accountable.

Approachable & Passionate.

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.

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📌 Customer Service Representative (Ontario)
🏢 JAN-PRO of Southwestern Ontario
📍 Ontario