Bilingual Customer Service Representative

Bilingual Customer Service Representative Wi-Fiber Inc. Kennewick, Washington, United States About this position 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. 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 escalate 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 escalates 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. #J-18808-Ljbffr Wi-Fiber Inc.