Role description
Bilingual Customer Service & Administrative Specialist - Residential Services
WorkanaBilingual Customer Service & Administrative Specialist – Residential Services
Location: Remote
Work Model: Full-time
Languages: English & Spanish
About the Role
We are looking for a Bilingual Customer Service & Administrative Specialist to support residential services and serve as a key point of contact for customers throughout the service process.
This role combines customer service, scheduling, administrative coordination, and daily operations support. You will work closely with the Residential Regional Manager and field crews to ensure appointments are properly scheduled, work orders and timesheets are completed accurately, invoices are processed on time, and customer concerns are handled efficiently.
The ideal candidate is organized, detail-oriented, proactive, and comfortable managing multiple priorities in a fast-paced, service-oriented environment.
Key Responsibilities
- Serve as the primary point of contact for residential customers throughout the service process.
- Provide day-to-day operational and administrative support for residential services.
- Work closely with the Residential Regional Manager to manage daily requests, operational needs, and issues.
- Schedule and reschedule customer appointments as needed.
- Monitor daily and weekly schedules to ensure all crews are properly assigned and staffed.
- Close out daily work orders and employee timesheets accurately and on time.
- Process client invoices on a daily basis.
- Monitor crew time-off requests and coordinate floater assignments to maintain appropriate coverage.
- Coordinate estimates and provide accurate pricing information to customers.
- Assist in resolving customer service and billing issues with professionalism and urgency.
- Maintain accurate records of customer interactions, transactions, complaints, inquiries, comments, and actions taken.
- Escalate unresolved customer concerns to the Residential Regional Manager for further investigation.
- Identify opportunities to improve processes, workflows, and service procedures.
- Support additional administrative and operational tasks as assigned by management.
Requirements
- Fluent English and Spanish, both written and spoken — required.
- 3–5 years of professional office experience.
- Two-year college degree or equivalent — required.
- Four-year degree — preferred.
- Previous experience in customer service, administrative support, operations, scheduling, or a similar role.
- Strong customer service and communication skills, particularly through email and phone.
- Excellent attention to detail and organizational skills.
- Ability to manage multiple projects, requests, and priorities simultaneously.
- Strong problem-solving skills and the ability to respond effectively to urgent situations.
- Customer-focused mindset with a proactive, can-do approach.
- Intermediate proficiency in Microsoft 365, particularly Word, Excel, and Outlook.
- Ability and willingness to learn and navigate different software platforms and proprietary systems. Training will be provided.
- Ability to work independently while maintaining strong communication with managers and field teams.
Nice to Have
- Experience in residential services, commercial cleaning, facilities management, or another field-service environment.
- Experience with scheduling field teams or service appointments.
- Experience managing work orders, timesheets, invoicing, or billing processes.
- Familiarity with CRM, scheduling, workforce management, or ERP systems.
- Experience coordinating crews, floaters, or staff coverage.
- Previous experience in a fast-paced customer service or operations environment.
Profile
We are looking for someone who is:
- Highly organized and detail-oriented, with strong follow-through.
- Customer-focused and committed to providing an excellent service experience.
- Proactive and resourceful when solving problems.
- Comfortable handling urgent requests and unexpected situations.
- Able to prioritize effectively and stay organized during busy periods.
- A clear and empathetic communicator in both English and Spanish.
- Adaptable and comfortable learning new systems and processes.
- Positive, collaborative, and motivated to contribute to a high-performance team.
What Success Looks Like
Success in this role means keeping the residential operation running smoothly: appointments are properly scheduled, crews have the coverage they need, work orders and timesheets are accurate, invoices are processed on time, and customers receive fast and effective support.