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 qualified 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

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