Customer Solutions Specialist - Bilingual English/Spanish

Company: Imperial Cleaning Company
Location: Amityville
Posted on: March 18, 2023

Job Description:

Overview
Imperial Cleaning is one of the largest independently owned cleaning companies in the nation, providing professional cleaning services to Retail, Offices, Medical Facilities, Schools, Commercial Buildings, Financial Institutions, Municipalities, and more for over 25+ years. Now over 1,000 employees strong, and with consistent double-digit sales growth year over year, Imperial Cleaning is well-positioned to continue its growth. A central pillar of our success is effective and frequent communication with our customers to ensure that we meet their needs and achieve the highest level of customer satisfaction. We take great pride in our work and respond with a sense of urgency to resolve any issue that may arise. Our strong commitment to service excellence has enabled us to become an elite service provider for the retail luxury brand sector and we have the highest customer retention rate in our industry, over 4x the industry average. Should you come to work at Imperial, you will find that we encourage input and creativity from employees at every level within our organization to improve and move our business forward. We welcome new employees to our growing family and team. When you join Imperial Cleaning you become part of a great family culture. At Imperial, we know that our people are our greatest asset and we take great care to find highly qualified candidates that share our commitment to growth and excellence. Imperial Cleaning is an equal opportunity employer. We offer competitive compensation packages and a variety of benefits that provide our staff with a safe, respectful, and professional working environment. Our location: 151 Dixon Ave, Amityville is an upscale, professional building just off the 110 corridor - walking distance from the train station and town.
Job Description

• Primary point-of-contact that supports selected clients from beginning to end.
• Work closely with Field Managers daily on requests and/or issues that may arise.
• Provide operations support to all departments within the organization.
• Schedule project crews for services, training, and deliveries.
• Coordinates estimates and provides pricing to clients.
• Creating and closing work orders for Regional spreadsheets and Project Crew schedules.
• Resolve customers' service or billing complaints.
• Provides daily customer calls and follow-ups on any complaints.
• Maintain a record of customer interactions, transactions, complaints, inquiries, comments, and actions taken.
• Process supply orders, enter and close supply orders into the system, and manage the distribution of supplies to assigned clients.
• Update corresponding client systems to ensure tracking and billing of all services performed.
• Refer unresolved customer grievances to designated departments for further investigation.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders.
• Identify and recommend improvements in processes or service methods and procedures to streamline processes.
• Manage project budgets; review and correct any variances weekly.
• Collect, update, and provide required reports to corresponding Clients.
• Provide reporting to assigned Account Manager and Management.
• All other tasks as assigned by management. KEY REQUIREMENTS:
  • Bi-lingual (English-Spanish), is a must.
  • Detail-oriented and strong communication skills (email, phone).
  • Results-oriented: the ability to resolve challenges and emergencies at a moment's notice.
  • Multi task-oriented: The ability to handle multiple projects at a time.
  • Customer-focused with a can-do approach to problem-solving.
  • Basic knowledge of computer applications and software applications

Keywords: Imperial Cleaning Company, New Haven , Customer Solutions Specialist - Bilingual English/Spanish, Other , Amityville, Connecticut