This posting has application questions attached to it. You must answer every one of them. An application with questions left blank is not a complete application and will not be treated as one. Include your resume.

We respond within 5 business days.

Compensation & Logistics

Compensation: $1,250 Canadian per month
Location: Fully remote. Reliable internet with a backup connection required for if your primary goes down.
Hours: Monday–Friday, 8:00 AM – 5:00 PM Mountain Time (Edmonton, Alberta).
Reports to: Customer Support Team Lead / Manager

About One Janitorial

One Janitorial is a commercial cleaning company operating across Canada with active US expansion. We manage roughly 700 clients and 180+ alliances through a 36-person fully remote team. We're scaling toward $7-10M in revenue in 2027.

We don't clean buildings ourselves. We sell commercial cleaning contracts to businesses — medical clinics, offices, retail, warehouses, restaurants — and match them to local cleaning alliances who do the work. Sales puts the contracts on the board. You keep those clients happy, supported, and with us for years.

We live by one rule: over promise, over deliver. When a client has a problem, how fast and how well you respond is what keeps them. That's your job.

The Role

You are the first point of contact when a client has an issue. You take inbound complaints and questions, you own the problem until it's solved, and you coordinate with our cleaning alliances to make sure the fix actually happens. You report directly to the Client Services Manager.

You are the voice of One Janitorial to hundreds of clients. When something goes wrong, you're the person who makes it right — calmly, quickly, and completely.

This is a role for someone who genuinely likes helping people, stays calm under pressure, and follows through until the loop is closed.

What You'll Actually Do

1. Handle client issues and complaints

You'll field inbound calls, emails, and tickets from clients. You will:

Respond fast — clients need to hear from a real person quickly
Listen, take ownership, and de-escalate when someone is frustrated
Communicate the solution the same day and the permanent fix by the next scheduled clean

2. Coordinate fixes with our alliances

You don't clean — but you make sure it gets cleaned right. You will:

Reach out to the cleaning alliance responsible and communicate exactly what needs to happen
Follow up to confirm the fix was actually done
Keep the client updated so they're never left wondering

3. Manage your tickets in Atlas

Everything lives in the CRM. You will:

Log every issue, conversation, and resolution
Keep ticket stages accurate and current
Follow up on time, every time — no issue falls through the cracks

4. Protect client retention

Every solved problem is a client kept. You will:

Spot recurring issues and flag them before they become cancellations
Tell the Client Services Manager what patterns you're seeing
Help improve how we handle issues based on what you hear from real clients

What You Need to Have

Experience — these are hard minimums, not preferences

2+ years of customer support, client service, or account coordination experience
A track record of resolving issues and keeping customers happy
Comfortable on the phone, on email, and in a ticketing system all day
Experience with a CRM (Atlas preferred)
Excellent written and spoken English — clear, calm, and professional

We also look at your work history. A pattern of short stays — several jobs under eight months in the last few years — or repeated gaps between jobs will count against you, and we will ask you about it.

Skills (non-negotiable)

You stay calm and in control when a customer is upset
You take ownership instead of passing the problem along
You follow through until the issue is fully closed — no loose ends
You manage your own ticket load without being chased
You're organized and detail-oriented — you don't lose track of what's open

Personality (non-negotiable)

Genuinely helpful — you actually care about solving the problem
Calm under pressure — frustrated clients don't rattle you
Coachable — you take feedback the same day and apply it
Reliable — you have great attendance and you show up, every day, on time
Direct communicator — you say what you mean, kindly and clearly

Setup (non-negotiable)

A quality headset with a clear microphone
A reliable, high-speed internet connection
A backup internet connection for if your primary goes down — clients can't be left waiting because your connection dropped

What This Job Is Not

Not a sales role. You support and retain clients. Sales handles new business.
Not a 9-to-5-and-coast role. Clients need fast, real responses. Slow follow-through shows up in cancellations.
Not a role for someone with spotty attendance. Clients reach out every day — you need to be there.
Not a role for someone who avoids conflict. Upset clients are part of the job. You lean in and fix it.
Not a slow company. We move fast and we expect you to.

If you're thinking "this is the role I've been looking for," apply. If you're thinking "I could probably do most of this," please don't.

The Hiring Process

Application review — we respond within 5 business days
30-minute meeting with your HR person
A department-specific activity — we may ask you to do a short piece of the actual work so we can see how you do it
Final meeting with the department manager
Two reference checks
Offer

Full process: 1–2 weeks.

— The One Janitorial Team

Pay: Php50,000.00 - Php55,000.00 per month

Application Question(s):

Do you have backup power that keeps your computer and internet running for at least four hours in an outage?
Do you have a backup internet connection — mobile data or a second provider?
Can you work Monday to Friday, 8:00 AM – 5:00 PM Mountain Time, permanently?
Do you have a computer, not a phone, with a headset, in a room where nobody else can be heard?
Are you comfortable being recorded and monitored on every call?
Do you currently hold another job or client, and will you keep it?

Experience:

building cold calling teams in the USA: 1 year (Preferred)

Language:

English (Required)

Work Location: Remote

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