Customer Service / Administrative Specialist at Workana · Medellín

Workana is the largest remote work platform for talent in Latin America. Our division focuses on matching exceptional professionals with leading and innovative companies around the globe.

About the client

Imperial Cleaning is a high-performance residential service provider dedicated to delivering outstanding service to its diverse clientele. The company focuses on maintaining high standards of quality, customer satisfaction, and operational excellence across its residential offerings.

We are looking for a detailed-oriented and proactive Bilingual Customer Service / Administrative Specialist to join the residential team and support operations end-to-end.

This is a fully remote opportunity for professionals based in Latin America, working closely with an international team in an English-speaking environment.

Role overview

As a Bilingual Customer Service / Administrative Specialist, you will serve as the primary point of contact supporting residential services from beginning to end. You will work closely with the Residential Regional Manager to manage daily operations, handle scheduling, coordinate estimates, process invoices, and resolve client inquiries or service issues in a fast-paced environment.

We are looking for a customer-focused candidate with strong problem-solving skills, exceptional communication in both English and Spanish, and the ability to multitask effectively while maintaining high attention to detail across daily administrative operations.

Selection process The process usually consists of 4 stages and takes on average 4–6 weeks to be completed, depending on eventual additional technical rounds or take-home tests.

• Initial interview with Workana's recruiting team
• Technical interview with the client
• Cultural fit interview with the client's manager
• Final interview with C-level

As Workana has multiple clients, if you pass the first round with Workana's recruiting team, you may also be considered for other relevant opportunities if the initial opportunity does not move forward.

Responsibilities

• Serve as the primary point of contact supporting residential services end-to-end.
• Work closely with the Residential Regional Manager to handle daily requests, issues, and customer escalations.
• Manage, schedule, and monitor daily and weekly appointments to ensure field crews are appropriately assigned and floaters are scheduled for time-off coverage.
• Close out daily work orders, process client invoices daily, and manage employee time sheets.
• Coordinate estimates and provide pricing directly to residential clients.
• Maintain accurate records of customer interactions, transactions, inquiries, and complaints.
• Identify and recommend process improvements to streamline administrative methods and operational workflows.
• Assist in resolving customer service or billing challenges with empathy and efficiency.

Requirements

• 3–5 years of professional office experience in customer service or administrative roles.
• Associate degree (2-year degree) required; a Bachelor's degree is a plus.
• Proven experience handling scheduling, daily invoicing, time sheets, and client billing inquiries.
• Intermediate proficiency in Microsoft 365 (Word, Excel, Outlook) and the ability to learn proprietary software programs quickly.
• Strong problem-solving, multitasking, and organizational skills with strict attention to detail.
• Results-oriented mindset with the ability to adapt and resolve challenges at a moment's notice.
• Fluent English and Spanish proficiency (written and spoken) is mandatory, as the role requires engaging with a diverse client base and international team.
• Must be based in Latin America.

Benefits

• Compensation in USD
• Fully remote work within Latin America with flexible time schedules
• Career growth with international clients and dynamic projects
• This is a long-term independent contractor agreement with no additional benefits such as paid time off, health insurance, etc.