Imperial Cleaning - Bilingual Customer Solutions Specialist - Commercial Cleanin

Summary

Workana is seeking a Bilingual Customer Solutions Specialist to support commercial cleaning clients in a remote, full-time role. The position serves as the primary client contact while coordinating operations, scheduling, work orders, billing, vendors, reporting, and issue resolution.

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

Skills

• **Fluent English and Spanish**, both written and spoken — required
• Two-year college degree or equivalent — required
• 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
• **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
• Four-year degree — preferred
• 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

Qualifications

Must Haves

• **Fluent English and Spanish**, both written and spoken — required
• Two-year college degree or equivalent — required
• 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
• **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

Nice to Haves

• Four-year degree — preferred
• 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

Benefits

• Remote work arrangement
• Full-time employment