Client Support Specialist

Date Posted: Tue, 11 Aug 2020 13:16:07
Salary: -
Lake Mary, FL 32746

Job Description

Working with CD Maintenance Company

CD Maintenance Company was founded as Apex, Inc. in the late 1990’s, serving a variety of residential and commercial customers. Throughout the years, the founders discovered a true need in the facility maintenance market for knowledgeable, trustworthy, and transparent maintenance company. In 2015 Apex, Inc. was rebranded as CD Maintenance Company to best reflect who the company is and what it stands for.

CD Maintenance Company takes pride in having a small business mindset that provides big business coverage. CD Maintenance is set apart by industry competitors by our cost-based mentality that focuses on the client’s bottom line. CD Maintenance realizes that our vendor partners are just as important to our company as our employees.

Position Summary

The primary responsibility of the Client Support Specialist (CSS) is to assure each client is efficiently and effectively managed; Assure all vetted vendors and self-performing technicians are well informed of every aspect of the work order (WO) at all times. It is also the sole responsibility of the CSS to accurately and timely update all internal WO systems. Be a “self-manager”. Be the expert in correct proposal writing.

Essential Duties and Accountabilities

  • Work with assigned client(s). Building and maintaining solid relationship. Maximize the value of the relationship.
  • Assure client satisfaction
  • Know the details of assigned client(s)
  • Communicate, in writing and verbally, effectively, professionally, and in full detail
  • Create a positive customer service experience, EVERY TIME for your client(s)
  • Work from creation to completion on assigned WO’s for your client(s)
  • Professionally and thoroughly document all details of EVERY WO for your client(s)
  • Work daily with Account Manager and Director of Operations
  • Know and follow escalation points for client(s)
  • Work proficiently in all client and all CDMC WO systems
  • Follow training provided in every aspect of position
  • Utilize effective decision making
  • At all times, assure client(s) are treated with respect, professionalism, transparency
  • Recruit new vendors as necessary
  • Exhibit professionalism in the communication of proposals: Clear, Concise, Detailed, Appropriate and professional language and pricing
  • Possess full understanding of researching current vetted vendors within WO Management systems
  • Know how to “self-manage”: know how to utilize WO systems to pull daily, weekly, monthly, quarterly, etc. reports necessary to assure full accountability of KPI’s, expectations, etc.
  • Ability to work on-call rotation
  • Manage daily work volume/load. Assure keeping and following EVERY Key Performance Indicator area
  • The acknowledgement and triage of P1 WO within 2 hours of receipt # of P1 WO's
  • Acknowledged within SLA/Total Number of P1 WO's
  • Service to be completed within 24 hours of P1 WO being raised
  • # of P1 WO resolved within SLA/# of P1 WO's
  • P3 Service to be completed within 3 days of P3 WO being raised
  • # of P3 WO's resolved within SLA/# of P3 WO's
  • To be resolved and closed within 3 days of escalation/tag being raised
  • # of tickets-escalations resolved within SLA/#of total tickets-escalations
  • See above expectations for EVERY Priority Status (P5, P10, etc.)
  • Number of completed WO’s submitted to accounting for client billing within 10 days of completion date
  • Resolved the original issue with a first-time fix without a need for rework. Recall WO's were not required.
  • # of non-recalled WO's/Total # of Work completed orders
  • Percentage of WO’s with valid Geo-tagging


  • Construction and/or trade knowledge helpful but not required
  • Ability to work ON CALL After hours rotation
  • Dependable
  • Strong communication skills.
  • Experience exercising discretion and confidentiality with sensitive company and personal information.
  • Proven ability to cultivate lasting vendor relationships
  • Must be able to communicate professionally on the phone. This includes conference calls.
  • Ability to communicate professionally in writing
  • Extremely detail-oriented with the ability to multi-task
  • Possess problem solving skills
  • Highly Collaborative
  • Proficient experience in working within the following software: Windows 10, Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook, Web-based Work Order Management Systems

Physical Requirements

Required to sit for long periods of time; infrequent lifting and carrying up to 25 pounds.

Salary: $15.00-$16.00/hr.

Job Type: Full-time

Pay: $15.00 per hour


  • Dental Insurance
  • Health Insurance
  • Life Insurance
  • Paid Time Off
  • Vision Insurance


  • Monday to Friday
  • On Call
  • Overtime

COVID-19 considerations:
To keep our team members safe, we have installed clear plastic dividers, provide optional face masks while working, sanitizing stations, etc.

Work Location:

  • One location

Typical start time:

  • 10AM

Typical end time:

  • 7PM

This Job Is:

  • A job for which military experienced candidates are encouraged to apply
  • Open to applicants who do not have a high school diploma/GED

Company's website:


Benefit Conditions:

  • Waiting period may apply
  • Only full-time employees eligible

Work Remotely:

  • No
This includes conference calls. Percentage of WO’s with valid Geo-tagging. Construction and/or trade knowledge helpful but not required. # of tickets-escalations resolved within SLA/#of total tickets-escalations....

Company : CD Maintenance Company

Job Title : Client Support Specialist

location :

For more information, click here to apply

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