[Hiring] Bilingual Customer Solutions Specialist @Workana

Role Description

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.

• 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.

Qualifications

• 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.

Requirements

• Experience in commercial cleaning, facilities management, property management, or other service-based industries — nice to have.
• Experience coordinating field teams, service crews, deliveries, or training schedules — nice to have.
• Familiarity with work order, scheduling, CRM, ERP, or client management systems — nice to have.
• Experience with estimates, pricing, billing, purchasing, or project budgets — nice to have.
• Experience working with vendors and external service providers — nice to have.
• Previous experience supporting B2B clients — nice to have.

Profile

• 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.