Bilingual Customer Success Representative

Bilingual Customer Success Representative

Position: Bilingual Customer Success Representative

Location: Albuquerque, NM (on-site / hybrid)

Languages: Fluent English and Spanish Required (spoken & written)

About the Company: This opportunity is with Affordable Solar, a sister company of Gridworks, sharing the same commitment to quality and long-term growth in the renewable energy industry.

A Ground-Floor Opportunity: We are looking for the person who wants to help build it. This is not a fill-a-seat job. You'll come in as a Bilingual Customer Success Representative the voice of Solscribe for our English- and Spanish-speaking subscribers and, as we grow and scale, you'll quickly take on more: new responsibilities, new systems, and a real hand in how this service runs.

Job Duties & Responsibilities:

• Inbound support: Answer subscriber calls, texts, and emails with warmth and accuracy enrollment help, billing and bill-credit questions, account changes, and community-solar education.
• Outbound outreach: Run proactive campaigns welcome calls, document follow-ups, income-qualification (LMI) reminders, renewals, and win-back outreach to at-risk or lapsed subscribers.
• Guide the subscriber journey: Walk customers through required program documents (Disclosure & Consent, Subscription Agreement, income self-attestation) accurately and on time, in the language they're most comfortable in.
• Build as you go: Help create the scripts, workflows, and best practices this operation will run on. What you build becomes how the team works.
• Own the details: Log every interaction cleanly, follow program and compliance guidelines (PRC / SB84), and keep subscriber data accurate and confidential.
• Carry the mission: Every subscriber helps fund a local charity partner. You get to tell that story and make people feel great about the choice they made.

Competencies: The right person is bilingual, genuinely great with people, and takes initiative without being asked. You don't wait to be told what to do you see what needs doing and you do it. You want to grow, and you want to earn it.

• Takes initiative: You don't wait to be told what to do. You spot what needs doing, solve problems without a playbook, and take pride in treating this service like it's your own.
• Hungry to grow: You want to start in one role and quickly absorb more as we scale. You're looking to build a career and a reputation here not just clock hours.
• Comfortable wearing many hats: In a young operation, roles are fluid. You're energized not overwhelmed by change, ambiguity, and "let's figure it out."
• Resilient and driven to win: You've got grit. You don't quit when something gets hard you dig in, get creative, and find another way. You're competitive in the best sense: you like to win, and you push through until you do.
• Bilingual required: Fluent in English AND Spanish, spoken and written. You can switch effortlessly and make every subscriber feel understood and taken care of.
• AI-forward: You embrace modern, AI-driven tools including our assistant "Sunny" and the Solscribe dashboard as teammates that make you faster, and you help us make them smarter.
• Dependable and coachable: You show up, follow through, take feedback well, and lift the team around you.

Work Environment: This role is based in Albuquerque, NM and is on-site / hybrid. In a young, growing operation, day-to-day work spans inbound and outbound contact with subscribers by phone, text, and email, along with building out the scripts, workflows, and best practices the team will run on.

Your Growth Path & Pay: We'd rather promote from within than hire over you. This role is built to grow, and so is the pay.

As the division scales, real opportunity to grow into senior CS, team-lead, or operations roles and help shape the team you'll eventually work alongside.

Requirements (Knowledge, Skills and Abilities):

• Fluent English and Spanish (required)
• A customer-first mindset patient, clear, and calm, especially with frustrated or confused people.
• Confidence on the phone with high-volume inbound and outbound calls.
• Comfort with technology and AI-driven tools; you learn new systems fast.
• High school diploma or equivalent.
• Call-center, solar, utility, or bilingual-outreach experience is a plus but drive and attitude matter most.