Bilingual Customer Service Representative

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

Benefits offered by this job

Medical, dental, vision

HSA options

PTO / paid sick leave

Retirement benefits

Paid holidays

Job summary

Wi-Fiber, Inc. is seeking a bilingual English/Spanish customer support associate to assist walk-in and remote customers with billing, scheduling, service questions, and Tier 1 technical support. You will document interactions, monitor outages, and coordinate field service to ensure prompt resolution.

The role emphasizes strong communication, organization, and the ability to learn new technologies while using CRM and payment systems. Equal opportunity employer with indoor, computer-heavy duties.

Qualifications

• Experience in a call center or high-volume support environment.
• Bilingual English/Spanish proficiency for professional customer support.
• Strong written and verbal communication for in-person, phone, and approved channels.
• Excellent organization and accurate recordkeeping.
• Ability to learn new technologies and troubleshoot routine issues.
• Familiarity with CRM 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 upscale issues to the NOC or appropriate team.

Skills

Customer service experience

Bilingual English/Spanish

Strong communication

Detail oriented

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 upscale 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 upscale 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&DD, 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.

About Wi-Fiber Inc.

Wi-Fiber delivers reliable broadband and local customer support. This Washington-based role supports subscribers from the Desert Winds Wireless Kennewick office, helping customers stay connected through responsive service, clear communication, and practical problem‑solving.