Position Title: CLIENT SERVICES MANAGER
Salary: $70,000 - $85,000
Other Forms of Compensation: Up to 5% Bonus, Cell phone Stipend
ESFM is the corporate facilities management (FM) division of Compass Group USA, a Gold-level Corporate Sustaining Partner of the International Facility Management Association (IFMA), and a Platinum Corporate Member of the Association of Energy Engineers (AEE).
ESFM self-performs 80% of all FM services provided to clients. Our portfolio of solution categories includes Facilities Maintenance & Engineering, ESG Programming, Laboratory Support Services, Janitorial & Industrial Cleaning, Landscaping & Grounds Management, Workplace Solutions and Managed Services.
This self-performance model creates a consistent hospitality experience for clients, resulting in higher engagement and productivity from their employees. ESFM’s clients include many household names from the life sciences, technology, oil & gas and manufacturing markets.
This position is eligible for an Employee Referral Bonus! If you know someone that is qualified for this role, please use the ‘job search’ in PeopleHub to refer your referral and email them a link to apply. Your referral will be able to apply by clicking the link in the email. You can check the status through your profile, accessible via Careers in PeopleHub, by clicking on ‘referral tracking.’ For Employee Referral guidelines, FAQs and the Compass Employee Referral Policy, email [email protected].
Customer Service Manager serves as the single point of contact of accountability for site operations across two client locations, leading a team of approximately 10 associates delivering integrated office and facilities support services. This role goes beyond daily execution, it is responsible for owning the service delivery model, elevating the client experience, developing talent, and driving operational excellence. The ideal candidate is a hands-on leader and strategic operator who can assess current-state operations, modernize processes, and build a high-performing, cross-trained team aligned to both client culture and ESFM standards.
Key Responsibilities Overview:
Client Partnership & Strategic Leadership- Serve as the primary client-facing leader, building strong relationships with key stakeholders
- Facilitate regular business meetings to review operational performance, address priorities, and align on strategy
- Develop and present strategic business reviews, including service enhancements, efficiency improvements, and growth opportunities
- Anticipate client needs and proactively recommend solutions that elevate the workplace experience
- Ensure seamless alignment between client expectations and ESFM service delivery standards
- Operations & Service Delivery Ownership
Oversee all site services, including
Mail, shipping & receiving- Copy/Print services
- Reception & front-of-house experience
- Facilities support & maintenance coordination
- Evaluate and redesign workflows to create a modern, efficient, and scalable operation
- Establish and monitor KPIs, SLAs, and performance metrics
- Ensure consistent, high-quality service delivery across both buildings
- Drive continuous improvement through process optimization and innovation
- People Leadership & Team development
- Lead, coach, and develop a team of 10 associates, fostering a culture of accountability, collaboration, and service excellence
- Direct all people management activities including hiring, onboarding, coaching, performance management, and offboarding
- Build a cross-trained, flexible workforce to ensure coverage and operational continuity
- Provide ongoing feedback and create professional development opportunities for team members
- Promote a culture of engagement, recognition, and respect
- Safety & Risk Management
- Champion a strong safety culture with a focus on prevention and accountability
- Lead initiatives including Near Miss Reporting, safety audits, and safety meetings
- Conduct task analysis to identify risks and implement proactive mitigation strategies
- Ensure compliance with all safety policies and procedures
- Financial & Administrative Management
- Manage labor planning, scheduling, and payroll oversight
- Monitor and adjust forecasts and budgets based on operational and staffing changes
- Ensure accurate billing, invoice review, and cost control
- Identify opportunities for efficiencies and cost optimization
Culture & Program Integration
- Drive integration into the client’s workplace culture while maintaining ESFM standards and programs
- Ensure consistent execution of company initiatives, training, and best practices
- Act as a culture carrier, reinforcing expectations around service, professionalism, and accountability
3-5+ years of experience in office services, workplace services, hospitality, or facilities operations leadership- Proven ability to lead teams and manage client relationships in a fast-paced environment
- Strong operational mindset with experience improving processes and driving efficiencies
- Experience managing multi-service environments (mail, reception, facilities support, etc.) preferred
- Financial acumen, including budgeting, forecasting, and labor management
- Excellent communication skills with the ability to engage frontline teams through executive stakeholders
- Demonstrated ability to influence, problem solve, and drive results
- 5 Years of B&I experience
What Success Looks Like in This Role
A fully accountable site leader who owns the operation end-to-end- A high performing, cross-trained team delivering consistent service excellence
- Strong, trusted client partnerships and proactive communication
- A visible safety culture with reduced incidents and increased reporting
- Continuous improvement in service delivery, efficiency, and client satisfaction
- Must be proficient in the use of Windows based office software including but not limited to Microsoft Office, Word, Excel, PowerPoint and Outlook.
Working Conditions
Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Apply to ESFM Services today!
ESFM is a member of Compass Group USA
Click here to Learn More about the Compass Story
Associates at ESFM are offered many fantastic benefits.
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Medical
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Dental
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Vision
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Life Insurance/ AD
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Disability Insurance
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Retirement Plan
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Paid Time Off
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Holiday Time Off (varies by site/state)
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Associate Shopping Program
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Health and Wellness Programs
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Discount Marketplace
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Identity Theft Protection
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Pet Insurance
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Commuter Benefits
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Employee Assistance Program
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Flexible Spending Accounts (FSAs)
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Paid Parental Leave
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Personal Leave
Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.
https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_ESFM.pdf
Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law. We will consider for employment all qualified applicants, including those with a criminal history (including relevant driving history), in a manner consistent with all applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York Fair Chance Act.
Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/
Applications are accepted on an ongoing basis.
Eurest Services maintains a drug-free workplace.
Req ID:1538418
ESFM
Brandy Wilson
