Bilingual Customer Service Representative

Associated Builders and Contractors (ABC); Miami (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Associated Builders and Contractors (ABC) is seeking a Bilingual Customer Service Representative to serve as a trusted contact for customers during the post-installation phase of their solar journey. You will handle complex inquiries, escalate issues, coordinate with cross-functional teams, and help maintain accurate documentation in CRM systems.

The role emphasizes delivering exceptional English/Spanish support, resolving billing and collections inquiries, and contributing to operational

Qualifications

• 5+ years in customer service or call center roles.
• Fluent in English and Spanish with strong written and spoken skills.
• Experience handling escalations and complex service issues.
• Billing inquiries and collections experience.
• Proficient with CRM platforms (GoHighLevel) and cloud phone systems.
• Excellent time management in a fast-paced environment.
• Solar industry experience preferred but not required.

Responsibilities

• Deliver bilingual (English/Spanish) customer support via phone, email, and CRM.
• Resolve complex inquiries and escalated cases related to solar projects, service requests, billing, and technical concerns.
• Manage collections activities by contacting customers with outstanding balances and arranging payment plans.
• Document all interactions and ensure timely follow-up in CRM systems.
• Monitor and manage service tickets to meet SLAs.
• Collaborate with Operations, Scheduling, Engineering, Technical Support, Finance, and Permitting teams.
• Provide updates to customers throughout the resolution process.
• Identify recurring concerns and suggest process improvements.
• Support teammates during high-volume periods and assist with knowledge sharing.

Skills

Bilingual English/Spanish

Customer service

Communication

Tools

GoHighLevel

JustCall

Excel

Google Sheets

Job description

About the Role

As a Bilingual Customer Service Representative, you will be a trusted point of contact for our customers, providing exceptional support throughout the post-installation phase of their solar journey. You will handle complex customer inquiries, resolve escalated issues, coordinate with cross-functional teams, and ensure every interaction reflects professionalism, empathy, and a commitment to outstanding service. In addition to supporting collections and billing inquiries, you\'ll help maintain accurate documentation, identify opportunities to improve customer experience, and occasionally provide guidance to teammates during high-volume periods. This is an excellent opportunity for an experienced customer service professional who enjoys solving problems, collaborating across departments, and making a meaningful impact on both customer satisfaction and operational excellence.

Key Responsibilities

• Deliver exceptional bilingual (English/Spanish) customer support via phone, email, and CRM platforms.
• Resolve complex customer inquiries and escalated cases related to solar projects, service requests, billing, and technical concerns.
• Manage collections activities by contacting customers with outstanding balances, arranging payment plans, and resolving billing issues.
• Accurately document all customer interactions and ensure timely follow-up in CRM systems.
• Monitor and manage customer service tickets to meet or exceed established service level agreements (SLAs).
• Collaborate with Operations, Scheduling, Engineering, Technical Support, Finance, and Permitting teams to resolve customer issues and keep projects on track.
• Provide clear, proactive, and easy-to-understand updates to customers throughout the resolution process.
• Identify recurring customer concerns and recommend process improvements to enhance the overall customer experience.
• Support teammates during high-volume periods and occasionally assist with team huddles or knowledge sharing.

Required Qualifications

• 5+ years of experience in customer service, call center operations, or another customer-facing role, preferably in the residential solar, home services, or related industry.
• Fluent in English and Spanish with excellent verbal and written communication skills.
• Proven experience handling customer escalations, conflict resolution, and complex service issues with professionalism and empathy.
• Experience supporting billing inquiries and collections activities, including payment arrangements and account resolution.
• Proficiency with CRM platforms (e.g., GoHighLevel), cloud-based phone systems (e.g., JustCall), and Microsoft Excel or Google Sheets.
• Strong organizational and time management skills with the ability to prioritize multiple tasks in a fast-paced environment.
• Excellent problem-solving skills and a proactive, customer-first mindset.
• Ability to work collaboratively across multiple departments while maintaining a high level of accuracy and attention to detail.
• Experience in the residential solar industry, including familiarity with permitting, interconnection (PTO), and post-installation support, is highly preferred but not required.
• Previous experience mentoring peers or serving as an informal team resource is a plus; formal people management experience is not required.

Preferred Qualifications

• Experience supporting customers in the residential solar industry, with knowledge of the post-sale customer lifecycle.
• Familiarity with permitting, interconnection (PTO), service scheduling, and post-installation support.
• Background in collections, billing support, or accounts receivable customer communications.
• Experience in a fast-paced, high-volume call center or customer support environment.
• Ability to identify process improvement opportunities and contribute to enhancing customer service operations.
• Experience providing peer mentorship, onboarding support, or informal leadership within a customer service team.
• Strong analytical skills with the ability to interpret customer trends and recommend operational improvements.
• Passion for delivering an exceptional customer experience while maintaining professionalism, empathy, and accountability.