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.
Plays a critical role in safeguarding the customer’s experience by identifying systemic issues, driving corrective actions, and ensuring accountability across teams.
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.

Minimum of 3 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.).

Medical
Dental
Vision
Prescription drugs
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

Data Assurance Lead – Customer Service

Key skills