Role description
Imperial Cleaning - Bilingual Customer Solutions Specialist - Commercial Cleanin
WorkanaBilingual Customer Solutions Specialist – Commercial Cleaning
Location: Remote
Work Model: Full-time
Languages: English & Spanish
About the Role
We are looking for a Bilingual Customer Solutions Specialist to serve as a primary point of contact for a portfolio of clients, providing end-to-end customer support while coordinating day-to-day operational needs.
This role combines customer service, operations coordination, scheduling, administrative support, and problem-solving. You will work closely with clients, Field Managers, Account Managers, vendors, and internal teams to ensure services are delivered smoothly, issues are resolved quickly, and all operational and billing information is accurately maintained.
The ideal candidate is highly organized, detail-oriented, customer-focused, and comfortable managing multiple priorities in a fast-paced environment.
Key Responsibilities
- Serve as the primary point of contact for assigned clients from onboarding through ongoing service.
- Communicate with clients daily regarding service requests, questions, issues, and follow-ups.
- Work closely with Field Managers to coordinate and resolve operational requests and service issues.
- Provide operational support across different departments within the organization.
- Schedule project crews for services, training, and deliveries.
- Coordinate estimates and provide accurate pricing information to clients.
- Create, update, and close work orders, ensuring regional spreadsheets and project crew schedules remain accurate.
- Resolve customer service and billing complaints, escalating issues when necessary.
- Maintain detailed records of customer interactions, transactions, complaints, inquiries, actions taken, and follow-ups.
- Process supply orders, enter and close orders in the system, and coordinate supply distribution to assigned clients.
- Update client systems to ensure accurate tracking and billing of services performed.
- Coordinate with external vendors and help resolve vendor-related issues.
- Escalate unresolved customer concerns to the appropriate departments for further investigation.
- Complete contract-related forms, address changes, service modifications, and service discontinuance requests.
- Identify opportunities to improve processes, workflows, and service procedures.
- Monitor project budgets and review weekly variances, making corrections when needed.
- Collect, update, and deliver required reports to clients.
- Prepare reporting for assigned Account Managers and Management.
- Take on additional responsibilities and projects as assigned.
Requirements
- Fluent English and Spanish, both written and spoken — required.
- Two-year college degree or equivalent — required.
- Four-year degree — preferred.
- Previous experience in customer service, client support, operations, coordination, or a similar role.
- Strong written and verbal communication skills, particularly through email and phone.
- Excellent attention to detail and organizational skills.
- Ability to manage multiple projects, clients, 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.
- Ability to work independently while collaborating effectively with different teams.
- Basic proficiency with computer applications and business software.
- Strong follow-up skills and accountability for assigned tasks.
Nice to Have
- Experience in commercial cleaning, facilities management, property management, or other service-based industries.
- Experience coordinating field teams, service crews, deliveries, or training schedules.
- Familiarity with work order, scheduling, CRM, ERP, or client management systems.
- Experience with estimates, pricing, billing, purchasing, or project budgets.
- Experience working with vendors and external service providers.
- Previous experience supporting B2B clients.
Profile
We are looking for someone who is:
- Customer-oriented and committed to providing a high-quality client experience.
- Organized and detail-oriented, with strong follow-through.
- Proactive and resourceful when solving problems.
- Comfortable working under pressure and handling unexpected situations.
- Able to prioritize effectively while managing multiple ongoing requests.
- A strong communicator who can build positive relationships with clients, field teams, vendors, and internal stakeholders.
- Comfortable working independently in a remote environment.
What Success Looks Like
In this role, success means keeping client requests moving, ensuring operational details are accurate, resolving issues quickly, and acting as a reliable bridge between clients, field teams, and internal departments.