Customer Support Representative (Bilingual)

Job Description

Job Description

About ISP.net

ISP.net is a Las Vegas-based internet service provider with more than 28 years of experience delivering reliable, affordable internet solutions to residential customers, businesses, and large-scale properties throughout the Las Vegas Valley.

We are looking for a Bilingual Customer Service Representative (English/Spanish) who enjoys helping people, solving problems, and creating a positive customer experience.

Position Summary

The Bilingual Customer Service Representative will be a key point of contact for ISP.net customers, assisting with questions about services, billing, accounts, installations, technical issues, and general customer needs. The ideal candidate is friendly, patient, professional, and comfortable communicating with customers in both English and Spanish .

This role is ideal for someone who enjoys a fast-paced environment and can balance customer service, problem-solving, and light sales opportunities.

Essential Responsibilities

• Answer incoming customer calls and respond to customer inquiries in English and Spanish.
• Provide friendly, professional, and knowledgeable customer service.
• Assist customers with account questions, billing inquiries, payments, service changes, and general requests.
• Troubleshoot basic internet and connectivity issues and determine when technical support or field service is needed.
• Schedule and coordinate installations, service calls, and technician appointments.
• Create, update, and maintain accurate customer records in the company system.
• Document customer interactions, issues, and resolutions.
• Escalate complex technical or customer concerns to the appropriate department.
• Follow up with customers to ensure issues have been resolved.
• Educate customers about ISP.net services, upgrades, and available options.
• Identify appropriate opportunities to recommend additional services or upgrades.
• Work closely with Sales, Network Operations, Billing, and Field Technicians.
• Meet customer service, response-time, and performance goals.
• Maintain professionalism and a positive attitude during challenging customer interactions.
• Perform other customer service and administrative duties as assigned.

Qualifications

• Fluent in English and Spanish , both written and verbal.
• Previous customer service, call center, telecommunications, internet, wireless, or sales experience preferred.
• Strong verbal and written communication skills.
• Excellent listening and problem-solving abilities.
• Comfortable working with computers, CRM systems, email, and other software.
• Ability to learn and explain technical information in an easy-to-understand manner.
• Strong attention to detail and accurate data-entry skills.
• Ability to multitask and prioritize in a fast-paced environment.
• Professional, dependable, and customer-focused.
• Ability to remain calm and professional when handling difficult customers or situations.

Preferred Experience

Candidates with experience in any of the following are encouraged to apply:

• Internet Service Provider (ISP)
• Telecommunications
• Wireless
• Cable
• Call center/customer support
• Technical support
• Billing/customer accounts
• Inside sales
• Residential or business internet services

What Makes You a Great Fit

You don't need to be a technical expert to succeed in this role. We're looking for someone who is great with people, comfortable learning technology, and genuinely enjoys helping customers .

If you are bilingual, confident on the phone, organized, and able to turn a frustrated customer into a satisfied one, we'd love to hear from you.

Why Join ISP.net?

• Join an established Las Vegas company with 28+ years in the industry.
• Work with a local team that values customer relationships.
• Opportunity to grow your knowledge of telecommunications and networking.
• Develop skills across customer service, technical support, and sales.
• Be part of a company focused on providing reliable internet and a better customer experience.