United States onlyKellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals—including retail, industrial and logistics, healthcare, education, manufacturing, and more—maintain clean, efficient and welcoming spaces that support their operations. As we continue to grow, we’re looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service.
LOCATION – This role is 100% remote
SALARY RANGE - $75-90K DOE
Position Summary
Responsible for ensuring consistent delivery of high-quality customer service through oversight of quality assurance, issue resolution, compliance, and continuous improvement initiatives. This role serves as a senior point of escalation for complex customer issues, monitors adherence to service standards and SLAs, and partners closely with leadership, training, account managers, and operations to improve customer outcomes and reduce repeat escalations. The Assurance Lead plays a critical role in safeguarding the customer’s experience by identifying systemic issues, driving corrective actions, and ensuring accountability across teams. This role partners closely with Customer Experience leadership to develop dashboards, recurring reports, and ad hoc analyses that measure performance against service level agreements (SLAs), identify trends, and drive enhancements to the overall customer experience.
Job responsibilities
- Monitor and evaluate customer interactions (phone, email, and written correspondence) to ensure adherence to service standards, policies, procedures, and regulatory requirements.
- Collect, validate, and analyze customer service data from multiple systems, including CRM, ticketing platforms, call center tools, and workforce management systems.
- Design, develop, and maintain recurring and ad hoc reports, dashboards, and scorecards related to customer experience, service performance, productivity, quality, and compliance.
- Ensure compliance with internal processes, contractual obligations, and customer experience best practices.
- Identify trends, gaps, and risks impacting customer satisfaction and operational performance through data analysis and visual storytelling.
Maintain detailed documentation of findings corrective actions, and follow-up outcomes. - Serve as the primary escalation point for complex or unresolved customer complaints and service failures.
- Assess issues accurately, triage based on urgency and impact, and ensure timely resolution in alignment with departmental goals.
- Track unresolved complaints and direct outstanding issues to appropriate internal resources for resolution.
- Ensure complaints are resolved to the customer’s satisfaction and that root causes are addressed to prevent recurrence.
- Coordinate with internal departments, including operations, field managers, strategic account managers, and leadership, to resolve customer issues and project scheduling concerns.
- Escalate projects requiring crew assignments or leadership intervention via executive or weekly reporting mechanisms.
- Partner with training and leadership teams to address performance gaps identified through assurance reviews.
- Prepare and present regular reports on assurance findings, trends, and recommendations to leadership.
- Recommend and support implementation of process improvements to enhance efficiency, service quality, and customer retention.
- Minimum of 3–5 years of experience in customer experience, quality assurance, customer service leadership, or a related role.
- Demonstrated experience handling complex customer issues.
- Strong working knowledge of customer service metrics, SLAs, and quality assurance methodologies.
- User Interface and SQL experience
- Strong analytical skills with the ability to identify trends, root causes, and corrective actions.
- Proficiency with CRM systems, work order systems, and standard business software.
- Familiarity with compliance, audit, or assurance frameworks.
- Proven ability to influence cross-functional teams without direct authority.
- Facilities Maintenance industry a plus
- Microsoft Office programs to include, but not limited to Word, Excel, PowerPoint and Outlook, with an emphasis on Excel (VLOOKUP, Pivot Tables, Graphs, etc.)
Education
- High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
As a full-time KBS employee (30+ hours per week) you may qualify for benefits including medical, dental, vision, prescription drugs, and more!
- Paid Time Off
- Paid Holidays
- Sick Time
- Life Insurance
- Short Term Disability – Employer paid
- Long Term Disability
- Supplemental Health Insurance (E.G., Accident)
- 401k plan with a match or Non-qualified Deferred Compensation Plan
- Pet Insurance
- PerkSpot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics
KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.
CA and US only