Bilingual Customer Service Representative

Bilingual Customer Service Representative

Wi-Fiber Inc. Kennewick, Washington, United States

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.