• Act as the primary liaison for assigned clients, building and maintaining strong, trust-based relationships. • Manage complex client inquiries, service requests, and concerns with professionalism and urgency. • Conduct regular client meetings, site visits, and service reviews to ensure satisfaction and alignment with expectations. • Proactively identify opportunities to enhance service quality and strengthen client retention. • Recruit, train, coach, and supervise internal team members and collaborate with cleaning supervisors and field staff. • Establish clear service standards, procedures, and performance expectations. • Provide ongoing coaching, performance feedback, and development plans to improve team effectiveness. • Foster a customer-focused, accountability-driven culture across the service team. • Oversee daily customer service operations to ensure timely responses and consistent service delivery. • Monitor compliance with SLAs, contracts, company policies, and industry regulations. • Implement and maintain quality control processes, audits, and corrective action plans. • Analyze customer feedback, KPIs, and performance metrics such as CSAT scores, response times, complaint trends, and retention rates. • Take ownership of escalated client complaints and service failures. • Prepare and present regular reports on service performance, customer satisfaction, and operational trends.