Bilingual Customer Service Representative

Wi-Fiber, Inc.; Kennewick (WA); On-site; USD 26,000 - 29,000; Full time

Job summary

Wi-Fiber, Inc. is seeking a bilingual English/Spanish customer support specialist to assist walk-in and remote customers with billing, scheduling, service questions, and Tier 1 technical support.

You will document details in the CRM and coordinate field service while monitoring outages and ensuring accurate records. The role requires strong communication, reliability, and the ability to learn new technologies; indoor, on-site work with standard business hours and growth opportunities within a

Qualifications

• Customer service experience in a call center or comparable high-volume support environment.
• Bilingual English/Spanish proficiency sufficient to provide accurate, professional customer support.
• Strong written and verbal communication skills for in-person, phone, and approved support channels.
• Strong organization, attention to detail, and accurate recordkeeping.
• Ability to learn new technologies and troubleshoot routine issues using structured steps.
• Comfort with CRM, computer, phone, and payment-processing systems; basic networking knowledge preferred.

Responsibilities

• Handle inbound calls and walk-in customer requests with professional, timely service.
• Provide English/Spanish support for account, billing, payment, scheduling, and service questions.
• Perform Tier 1 troubleshooting for login, setup, power-cycle, billing-verification, and connectivity issues.
• Document contacts, issue details, cancellation reasons, technician challenges, and call trends in the CRM.
• Process payments, support approved collection activity, and schedule field-service appointments.
• Provide service information and quotes, monitor possible outages, and escape issues to the NOC or appropriate team.

Skills

Bilingual English/Spanish

Customer service experience

Strong written and verbal comms

CRM familiarity

Recordkeeping

Basic networking knowledge

Tools

CRM software

Payment processing systems

Job description

Role Overview

Serve as a frontline contact for walk-in and remote customers. Provide bilingual English/Spanish support for billing, payments, scheduling, service questions, sales inquiries, and Tier 1 technical support. Resolve routine issues, coordinate field service, document customer interactions, monitor possible outages, and escape specialized issues.

What You Will Do:

• Handle inbound calls and walk-in customer requests with professional, timely service.
• Provide English/Spanish support for account, billing, payment, scheduling, and service questions.
• Perform Tier 1 troubleshooting for login, setup, power-cycle, billing-verification, and connectivity issues.
• Document contacts, issue details, cancellation reasons, technician challenges, and call trends in the CRM.
• Process payments, support approved collection activity, and schedule field-service appointments.
• Provide service information and quotes, monitor possible outages, and escape issues to the NOC or appropriate team.

What You Will Bring:

• Customer service experience in a call center or comparable high-volume support environment.
• Bilingual English/Spanish proficiency sufficient to provide accurate, professional customer support.
• Strong written and verbal communication skills for in-person, phone, and approved support channels.
• Strong organization, attention to detail, and accurate recordkeeping.
• Ability to learn new technologies and troubleshoot routine issues using structured steps.
• Comfort with CRM, computer, phone, and payment-processing systems; basic networking knowledge preferred.

What You Will Experience:

• Wage range: $19 – $21 per hour. Final pay depends on relevant experience, skills, and internal compensation considerations. No bonus or commission is currently identified.
• Benefits may include medical, dental, vision, HSA options, life/AD&D, voluntary disability, employee assistance/well-being resources, PTO/paid sick leave, paid holidays, and retirement benefits, subject to eligibility and plan terms.
• Work is primarily indoors with prolonged computer/phone work, occasional standing, walking, reaching, and lifting up to 15 pounds. Reasonable accommodations are available.
• Wi-Fiber is an equal opportunity employer. Employment decisions are based on qualifications, merit, business needs, and applicable federal, Washington, and local law.