Job Description

JAN-PRO Vancouver is seeking a full-time Customer Service Representative to join our Brand Standards and Service Department. This is a proactive, multi-functional role that combines customer service and retention, sales and special services support, and coordination across departments. Reporting to the Director of Brand Standards, the successful candidate will be organized, confident on the phone, and committed to keeping customers satisfied and requests moving through to completion.[EY1]

The Customer Service Representative is responsible for:

Customer Service and Retention

- Receiving, documenting, and responding to customer inquiries, service requests, and concerns in a timely and professional manner
- Conducting scheduled customer satisfaction calls, recording results in our CRM, and escalating low scores for prompt follow-up
- Coordinating the resolution of service concerns, including missed cleans and related customer credits, and escalating complex or recurring issues to the appropriate team
- Acting as the first point of contact for cancellation requests, working to retain the account, and conducting win-back outreach to former customers
- Supporting new-account starts with welcome calls, first-clean confirmations, and early check-ins
- Cross-training on Customer Service Lead responsibilities to provide departmental redundancy and coverage during peak periods[EY2]

Sales and Special Services Support

- Responding to inbound sales inquiries, qualifying leads, and booking appointments for the Sales team
- Identifying customer needs and offering special services such as extra cleans, floor care, window cleaning, tile and grout, pressure washing,



and EnviroShield® disinfection
- Quoting special services from approved pricing, scheduling with Certified Business Owners, confirming completion, and forwarding for billing
- Preparing and issuing Account Offers to Certified Business Owners as directed by management, and tracking responses through to account start
- Scheduling walkthroughs and tracking onboarding details for new accounts

Interdepartmental Coordination

- Facilitating communication and follow-through between Sales, Brand Standards and Service, Accounting, and Administration
- Coordinating Change of Service requests so scheduling, pricing, and billing updates are completed accurately
- Communicating professionally with Certified Business Owners regarding customer feedback, service requests, and required updates
- Maintaining accurate customer records, communication history, and follow-up activities in our CRM
- Monitoring outstanding requests and following up to ensure timely completion
- Maintaining confidentiality, adapting to changing priorities, and performing other related duties as required

Our Ideal Candidate has:

- At least 2 years of experience in customer service, sales coordination, sales administration, or a related role
- Excellent written and verbal communication skills,



with confidence on the phone
- Comfort identifying customer needs and recommending additional services
- Exceptional organizational skills, with the ability to balance proactive and reactive work and manage multiple priorities and deadlines
- Strong attention to detail, sound judgment, and consistent follow-through
- A qualified, courteous, and collaborative approach with customers, Certified Business Owners, and colleagues
- Effective problem-solving skills and the ability to recognize when issues require escalation
- Proficiency in Microsoft Outlook, Word, and Excel; experience with CRM systems and QuickBooks considered an asset
- Experience in commercial cleaning, facility services, or a franchise environment considered an asset
- Fluency in a second language considered an asset
- A post-secondary diploma or equivalent experience, considered an asset

What JAN-PRO Brings to the Table:

- Salary range of $47,000 to $52,000 per year, based on experience[EY3] and skillset
- Full-time, Monday to Friday, 9am – 5pm, based at our Burnaby office
- Benefits in-line with company policies
- A supportive and collaborative team workplace
- Hands-on exposure to sales, service, and accounting in a growing organization
- Opportunities for professional development and growth

JAN-PRO Vancouver thanks all applicants for their interest. Only candidates selected for an interview will be contacted.

Pay: $47,000.00-$52,000.00 per year

Benefits:

- Company events
- Dental care
- Extended health care
- Paid time off
- Vision care

Work Location: In person

📌 Customer Service Representative (Burnaby)
🏢 Jan-Pro Vancouver
📍 Burnaby