Customer Service/Administrative Specialist - Bilingual English/Spanish

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 residential services from beginning to end.
• Provide operations support for all residential services
  • Work closely with Residential Regional Manager on daily requests and/or issues that may arise.
  • Schedule or reschedule all customer appointments
  • Monitor daily/weekly schedule to ensure all crews are scheduled appropriately
  • Close out daily work orders and employee time sheets
  • Process client invoices daily
  • Monitor crews time off and schedule floaters appropriately
  • Coordinates estimates and provides pricing to clients.
  • Assist in resolving customers service or billing issues.
• Maintain a record of customer interactions, transactions, complaints, inquiries, comments, and actions taken.
• Refer unresolved customer grievances to Residential Regional Manager for further investigation.
• Identify and recommend improvements in processes or service methods and procedures to streamline processes.
• All other tasks as assigned by management.

KEY REQUIREMENTS:

• In-office position, Monday through Friday 8am-5pm (some flexibility when needed)
• 3-5 years professional office experience
• 2 year degree required, 4 year degree a plus
• Bi-lingual (English-Spanish), is a must.
• Strong Customer Service, 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 (Intermediate ability in Microsoft 365 (Word, Excel, Outlook)
• Ability to learn and navigate various software programs (training will be provided for proprietary software programs)

Applicants must be 18 years of age or older to be considered for employment

(Imperial Cleaning internal Title: "Residential Operations Specialist")