Scale operator serp_jobs.h1.location_city

Our client is a U.S.-based residential and commercial services company recognized for its commitment to quality, professionalism, and reliability. With an expanding team and growing client base, they are focused on strengthening communication between customers, office staff, and field teams to ensure a seamless service experience.

Location :

Fully remote | 9 AM - 5 PM EST

Role Overview

The Bilingual Customer Service & Scheduler will serve as the primary point of contact for customers and internal teams. The role involves managing inbound communication, coordinating service schedules, and maintaining smooth interactions between clients and field staff in both English and Spanish.

The ideal candidate is empathetic, detail-oriented, and capable of resolving client concerns while ensuring operational efficiency.

Key Responsibilities

Inbound Communication & Scheduling

Manage inbound calls and emails from customers regarding appointments, service inquiries, and scheduling changes.

Book, modify, or confirm appointments within Jobber (CRM) or similar scheduling software.

Ensure all schedule updates are communicated promptly to the appropriate field teams.

Customer Service & Complaint Resolution

Handle client complaints and feedback with professionalism, empathy, and efficiency.

Log service issues accurately using UDS / Thrive or related quality tracking tools.

Follow up with clients to confirm satisfaction and verify proper resolution.

Provide bilingual support to bridge communication between English-speaking management and Spanish-speaking staff.

Team Coordination & Reporting

Communicate daily updates and client notes to the field and management teams via Slack.

Maintain organized records within Google Workspace and other internal systems.

Prepare weekly summaries of customer interactions and service issues to identify recurring trends and improvement opportunities.

Qualifications

Experience

24 years of experience in customer service, scheduling, or dispatching.

Background in service-based industries (cleaning, maintenance, or field services) preferred.

Skills

Fluent in both Spanish and English (verbal and written).

Strong communication, organization, and de-escalation abilities.

Proficiency in Jobber, Slack, Google Workspace, and CRM systems.

Familiarity with UDS / Thrive or similar quality tracking software preferred.

Empathetic, culturally sensitive communicator with a calm, solution-oriented mindset.

Reliable, organized, and collaborative team player.

What Success Looks Like

Consistently high levels of customer satisfaction and retention.

Clear and efficient communication between office and field teams.

Prompt, professional handling of client issues and inquiries.

Improved operational flow and reduced scheduling conflicts.

Opportunity

This is an opportunity to play a vital role in a growing service organization that values teamwork, communication, and excellence. The position directly supports customer retention, operational efficiency, and cross-team coordination, offering the chance to make a measurable impact on daily business success. Apply now!

Application Process :

To be considered for this role these steps need to be followed :

Fill in the application form

Record a video showcasing your skill sets