Bilingual Customer Service Representative

Remote

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.

• 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.

• Up to 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 lifecycle—including permitting, interconnection (PTO), and post-installation support is highly preferred.

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.

Salary: $50,000 USD annually

Location:

Miami, FL

Reports to:

Customer Service Supervisor

Department:
Operations