Bilingual Customer Service Representative

Overview

CASSCOMM is a telecommunications-focused organization based in central Illinois, serving nine counties and 32 communities with modern technology solutions. The company operates multiple entities and provides cable television, high-speed internet, digital and landline telephone services, cable TV advertising, and computer repair. Team members join a locally rooted company that supports residential and business customers with essential communications services and ongoing technical innovation.

The Bilingual Customer Service Representative is a full-time, on-site role based in Virginia, IL. This position is responsible for assisting customers in English and another language (such as Spanish) via phone, email, and in person, answering questions about cable, internet, phone, and related services. Daily tasks include handling service inquiries, processing payments, updating account information, troubleshooting basic service issues, and coordinating with technical and billing teams to resolve customer requests.

The role also involves explaining service options, promoting appropriate products, documenting interactions accurately, and maintaining a positive, professional demeanor in all customer communications. This position contributes directly to customer satisfaction and supports CASSCOMM’s reputation for reliable, friendly service in the communities it serves.

• Handle service inquiries via phone, email, and in person.
• Process payments and update customer account information.
• Troubleshoot basic service issues and coordinate with technical and billing teams to resolve requests.
• Explain service options and promote appropriate products to customers.
• Document interactions accurately in CRM or ticketing systems and maintain thorough records.
• Maintain a positive, professional demeanor in all communications.

• Demonstrated experience in customer-facing roles, including customer service and customer support.
• Ability to foster a positive customer experience and maintain high levels of customer satisfaction.
• Background working in a call center, retail, or telecommunications environment.
• Proficiency in English and at least one additional language (such as Spanish), with clear verbal and written communication skills.
• Strong problem-solving skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.
• Comfort with basic computer applications, billing systems, and CRM or ticketing tools.
• High school diploma or equivalent; additional coursework or experience in communications, business, or related fields is beneficial.
• Reliability, punctuality, and the ability to work on-site in Virginia, IL with a collaborative, customer-focused approach.