Bilingual Customer Service Representative

Bilingual Customer Service Representative

At Terra Energy, we're committed to delivering an exceptional customer experience throughout every stage of the residential solar journey. As our customer base continues to grow, we're expanding our Customer Service team to ensure every homeowner receives timely, empathetic, and high-quality support. We're looking for an experienced Bilingual Customer Service Representative who can confidently manage complex customer inquiries, resolve escalated issues, and collaborate across multiple departments to keep projects moving forward. This role is critical to maintaining our commitment to a "People Before Process" approach while helping us scale our operations without compromising the level of service our customers expect.

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.

What You'll Be Doing

• Deliver exceptional customer support in both English and Spanish through phone, email, and CRM platforms.
• Resolve complex customer inquiries and escalated cases related to solar projects, billing, scheduling, and technical concerns.
• Manage collections activities, payment arrangements, and billing discrepancies with professionalism and empathy.
• Collaborate with Operations, Scheduling, Engineering, Permitting, Finance, and Technical Support to resolve customer issues efficiently.
• Maintain accurate records of all customer interactions and ensure compliance with service level agreements (SLAs).
• Monitor customer trends, identify recurring issues, and recommend process improvements to enhance the customer experience.
• Provide guidance and support to teammates during high-volume periods and occasionally assist with daily team huddles.
• Deliver clear, timely, and proactive updates to customers while ensuring every interaction reflects Terra Energy's "People Before Process" philosophy.

What We're Looking For

• 5+ years of experience in customer service, call center operations, or another customer-facing role, preferably within the solar or home services industry.
• Fluent in both English and Spanish, with excellent verbal and written communication skills.
• Proven ability to handle escalated customer situations with professionalism, empathy, and strong conflict resolution skills.
• Experience with CRM platforms, customer support software, cloud-based phone systems, and Microsoft Excel or Google Sheets.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• A collaborative mindset and the ability to work effectively with cross-functional teams to solve customer issues.
• A proactive, customer-first attitude with a passion for delivering an outstanding customer experience.
• Experience mentoring peers or providing informal team leadership is a plus, though no direct people management experience is required.
• Familiarity with the residential solar customer lifecycleincluding permitting, interconnection (PTO), and post-installation supportis highly preferred.

How You'll Work at Terra Energy

At Terra Energy, we believe exceptional customer service starts with empowered people. You'll work in a collaborative, fast-paced environment where teamwork, accountability, and continuous improvement are part of our everyday culture.

We value professionals who take ownership, communicate with empathy, embrace challenges, and look for solutions rather than obstacles. You'll partner with multiple departments to deliver a seamless customer experience while contributing ideas that improve our processes and help us continue raising the standard for service excellence.

Compensation & Details

• Salary: $50,000 USD annually
• Location: Miami, FL
• Reports to: Customer Service Supervisor
• Department: Operations

What Success Looks Like

Success in this role means consistently delivering an outstanding customer experience by resolving inquiries with professionalism, empathy, and efficiency. You'll build trust with customers through clear communication, effectively manage escalated cases, maintain accurate documentation, and collaborate seamlessly with cross-functional teams to keep projects moving forward. You'll meet or exceed service level expectations, contribute to reducing billing and collections issues, identify opportunities for process improvements, and serve as a reliable resource for your teammates. Most importantly, you'll help reinforce Terra Energy's reputation for putting people first while supporting our continued growth.

In Summary

If you're an experienced bilingual customer service professional who thrives in a fast-paced environment, enjoys solving complex problems, and is passionate about creating exceptional customer experiences, we'd love to hear from you. Join Terra Energy and play a key role in helping homeowners navigate their solar journey while contributing to a collaborative team that's committed to making a positive impact every day.

Recruitment Process

• Initial Contact (HR) Quick intro and role overview
• HR Interview Experience and overall fit
• Hiring Manager Interview Technical and role deep dive
• Offer Letter Final offer and next steps