E Luxury Cleaning's vision is to pioneer new standards of excellence in the service industry, fostering a sense of distinction and trust with our clients and partners by creating seamless experiences that enhance every space, so our clients can feel at ease and focus on what truly matters. We will relentlessly build long-term relationships with our clients by understanding their needs and providing those needs with the highest level of integrity and professionalism in the industry.

Note on Role Evolution

We are a growing company, and this role is designed to evolve. While core responsibilities are defined below, the ideal candidate is someone comfortable with a shifting landscape and eager to take on new challenges. As Escarraga’s Luxury Cleaning grows, this role is expected to take on increased leadership and operational project responsibilities, providing a pathway to management positions.

Schedule:

Part-Time (Approx. 12-16 hours/week): 2-3 days per week required in person for office work and client visits.

Reporting Structure & Governance:

• Direct Supervisor: Reports directly to the Operations Manager / Director of Field Operations.
• Decision-Making Boundaries: Day-to-day site troubleshooting, partner communication, and standard client updates are handled independently. Strategic account decisions, contract modifications, scope changes involving budget adjustments, and final partner onboarding approvals require management authorization.

Key Scope of Work & Responsibilities 

1. Client Onboarding & Walkthroughs

• Meet with prospective and existing clients on-site to scope project requirements, evaluate site needs, and establish clear project expectations.
• Documentation: Record detailed walkthrough notes, client preferences, scope changes, and site specifications to maintain accurate project files.

2. Client Relationship Management

• Maintain regular communication with current clients to monitor satisfaction, address feedback promptly, and foster long-term retention.
• Documentation: Log client feedback, complaints, and resolution timelines to inform continuous quality improvement.

3. Service-Partner Onboarding & Coordination

• Communicate job specifications, coordinate project logistics, and align partner resources.
• Lead service-partner onboarding, including collecting required compliance/contractor documentation, orienting partners on company standards, and offering technical/system support for software tools.

4. Field Quality Control (QC) & Reporting

• Visit active job sites to inspect work in progress, ensure service standards are consistently met, and capture progress photos.
• Documentation & Reporting: Document site inspection findings, log required corrective actions, and submit regular field status reports to management.

5. Emergency Support & Off-Hours Troubleshooting

• Act as an agile point of contact to resolve field hiccups or urgent partner/client inquiries outside standard business hours.
• On-Call Boundaries: Rotational or designated emergency support during evenings/weekends (estimated 2–4 hours per week max), strictly reserved for critical job site emergencies.

Required Candidate Qualifications

• Language Requirement: Bilingual fluency in Spanish and English (spoken and written) is required to effectively communicate with field crews, clients, and partner companies.
• Experience: 2+ years in account/client management, customer success, project coordination, or field operations.
• Interpersonal Skills: Exceptional communication skills with the ability to build trust across both corporate clients and field partners.
• Technical Proficiency: Quick adoption of digital communication and project management tools, with the ability to guide external partners on software usage.
• Field Capability & Mobility: Valid driver's license, reliable personal transportation for local job site travel, and physical ability to walk active job sites and uneven terrain.