Bilingual Client Success & Retention Specialist

Total Cleaning; Miami (FL); On-site; USD 52,000 - 76,000; Full time

Job summary

Total Cleaning in Miami is seeking a professional Client Success Specialist to build lasting relationships with clients, ensure satisfaction with cleaning services, and coordinate with operations to address requests promptly.

You will visit sites, facilitate contract renewals, and communicate client feedback to the operations team, while upholding a professional, proactive client-facing presence.

Qualifications

• 3-5 years of client retention, sales and/or customer service.
• Excellent oral and written communication skills.
• Bilingual English/Spanish mandatory.
• Ability to multi-task in a fast-paced environment.
• Strong problem-solving and tactful customer interaction.
• Proficient in MS Office and CRM systems.

Responsibilities

• Visit clients to discuss service quality and renew contracts.
• Coordinate with Operations and Sales to ensure renewal of contracts.
• Log and address client issues promptly with the night-time manager.
• Document client interactions and feedback.
• Foster trust and retention through superior service.
• Meet quarterly sales budget through upselling existing customers.

Skills

Client retention

Sales

Customer service

Bilingual English/Spanish

Education

BSc/BA in Business Administration or Marketing

6+ years in Client Relations/Relationship Management

Tools

MS Word

Excel

Outlook

CRM (Salesforce)

Job description

We are seeking a professional and customer-focused Client Success Specialist to join our team. This role will focus on building strong, lasting relationships with our clients, ensuring their satisfaction with our cleaning services, and enhancing overall communication. The Client Success Specialist will serve as the face of the company during client visits, engage in meaningful conversations about service quality, and work closely with the operations team to ensure all client requests and concerns are addressed promptly.

Key Responsibilities:

• Visit clients regularly to engage in discussions about the quality of cleaning services.
• Work with the Operations Department and Sales Department to guarantee the renewal of the existing contracts
• Maintain a professional and positive presence while interacting with clients and addressing any concerns or feedback.
• Communicate client requests, complaints, and service feedback to the operations team, ensuring that issues are properly logged and addressed by the night-time manager.
• Follow up with clients after service adjustments or corrections are made to ensure satisfaction and ensure the service has met expectations.
• Document and report all client interactions, service issues, and resolutions.
• Assist in fostering a strong relationship with clients, promoting trust and retention through excellent customer service and clear communication.
• Be proactive in identifying opportunities for improving service delivery and client relations.
• Meet quarterly sales budget (offering and selling extra services to existing customers)

Qualifications:

• Professional appearance and demeanor.
• Strong interpersonal and communication skills must be comfortable interacting with clients in person and over the phone.
• Ability to manage time effectively and handle multiple tasks in a fast-paced environment.
• Strong problem-solving skills and the ability to respond to client concerns with professionalism and tact.
• Reliable, with a strong sense of responsibility and accountability.
• Previous experience in customer service or client relations is a plus but not required.
• Must be flexible with scheduling to accommodate client visits during business hours.

Ideal Candidate:

• Excellent communication and relationship-building skills.
• Reliable, punctual, and well-presented at all times.
• Enthusiastic about customer engagement and delivering high-quality service.
• Willing to learn and grow within a customer service-focused environment.
• Able to work independently and as part of a team to enhance client satisfaction and retention.

Required Skills:

• 3-5 years of Client retention, sales and/or customer service
• Excellent oral and written communication skills.
• Bilingual (English/Spanish) is a MUST
• Ability to communicate with various levels of internal and external customers.
• Strong communication and customer service skills.
• Strong attention to detail.
• Working knowledge of MS Word/ Excel/Outlook.
• Must be able to multi-task effectively.
• Must have Problem Solving Skills.
• Experienced working in a fast-paced environment with high volume
• Follows instructions and meets deadlines.

Physical Demands:

While performing the duties of this job, the employee is regularly required to walk or stand for prolonged periods. Requires bending, stooping, reaching up, and may involve lifting - up to 20 pounds.

Required Education and Experience:

• BSc/BA in Business Administration, Marketing or a related field or 6 years of progressive experience as a Client Relations Manager or Relationship Manager.
• Proven track record of meeting and exceeding targets.
• Background in customer service; industry knowledge is a plus.
• Experience tracking relevant KPIs (e.g. customer satisfaction).
• Proficient in MS Office, with working knowledge of CRM platforms (e.g. Salesforce).
• A customer-oriented attitude.
• Excellent communication and negotiation skills.