Bilingual Customer Service Representative

Company: Terra Energy
Location: Miami, Florida
Work Arrangement: On-site
Job Type: Full-time

About Terra Energy

At Terra Energy, we are helping homeowners transition to solar energy while building a reliable, customer-focused operation. We are committed to delivering a positive customer experience throughout the solar journey, including installation, system activation, billing, and post-installation support.

We are looking for a Bilingual Customer Service Representative (English/Spanish) who is passionate about helping customers, solving problems, and turning challenging situations into positive experiences.

About the Role

The Bilingual Customer Service Representative will serve as a primary point of contact for customers who need assistance with their solar projects, system performance, billing, payments, and service requests. This role requires excellent communication skills, sound judgment, and the ability to manage complex inquiries and escalated situations professionally.

The idóneo candidate has experience handling high-volume customer interactions, resolving complaints, explaining technical information in simple terms, and coordinating with multiple internal teams to ensure timely resolutions.

What You’ll Be Doing

- Customer Support: Respond to customer inquiries by phone, email, and other communication channels in both English and Spanish.
- Issue Resolution: Investigate customer concerns, identify root causes, and coordinate appropriate solutions for service, installation, billing, and technical issues.
- Escalation Management: Handle difficult or sensitive customer situations with professionalism, empathy, and urgency, working to de-escalate concerns and restore customer confidence.
- Billing and Collections: Assist with outstanding balances, payment arrangements, billing discrepancies, payment questions, and account resolution while maintaining a respectful customer experience.
- Solar Customer Support: Help customers understand post-installation processes, system activation, service timelines, permitting milestones, and Permission to Operate (PTO) when applicable.
- Technical Communication: Explain technical information, processes, delays, and next steps in clear, customer-friendly language.
- CRM and Case Management: Maintain accurate customer records, document conversations, update case statuses,



and ensure follow-ups are completed.
- Ticket and SLA Management: Prioritize customer requests, monitor open cases, and follow through to ensure timely resolution within established service expectations.
- Cross-Functional Collaboration: Work closely with Operations, Scheduling, Engineering, Technical Support, Finance, and other teams to resolve customer issues.
- Proactive Communication: Keep customers informed about progress, delays, pending actions, and expected next steps, even when an immediate resolution is not available.
- Customer Experience Improvement: Identify recurring complaints, service gaps, and process inefficiencies; recommend improvements to prevent repeated issues.
- Team Collaboration: Share knowledge, support colleagues, and contribute to consistent customer service standards.

What We’re Looking For

- 5+ years of experience in customer service, customer support, call centers, or other customer-facing roles.
- Fluent in both English and Spanish, with strong verbal and written communication skills in both languages.
- Demonstrated experience handling customer complaints, difficult conversations, and escalated cases.
- Experience with billing inquiries, payment issues, collections, outstanding balances, or payment arrangements.
- Strong problem-solving skills and the ability to investigate issues, determine next steps, and follow through until resolution.
- Excellent telephone etiquette, active listening, empathy, and conflict-resolution skills.
- Ability to explain complex or technical information in simple, understandable terms.
- Experience using CRM platforms to document customer interactions, manage cases, and track follow-ups.
- Familiarity with cloud-based phone systems, call center platforms, or high-volume customer support environments.
- Working knowledge of Microsoft Office and Google Workspace, particularly Excel and Google Sheets.
- Strong organizational skills and the ability to manage multiple cases, priorities, and deadlines simultaneously.




- A collaborative mindset and the ability to work effectively with different departments.

Preferred Qualifications

- Previous experience in residential solar, renewable energy, home services, HVAC, roofing, construction, utilities, or a related industry.
- Familiarity with solar installation workflows, permitting, system activation, and Permission to Operate (PTO).
- Experience supporting customers after installation or managing service-related requests.
- Experience working with ticketing systems, service-level agreements (SLAs), and customer satisfaction metrics.
- Familiarity with CRM and communication tools such as GoHighLevel, Salesforce, Zendesk, HubSpot, JustCall, RingCentral, or similar platforms.
- Experience identifying recurring customer issues and implementing process improvements.

How You’ll Work at Terra Energy

You will work in a collaborative, fast-paced environment where customer communication, accountability, and follow-through are essential. This is an on-site role in Miami, Florida, requiring close coordination with internal teams and consistent communication with customers.

We value team members who take ownership of customer concerns, communicate transparently, remain calm under pressure, and focus on practical solutions.

What Success Looks Like

- Customers receive timely, accurate, and professional support in English or Spanish.
- Escalated situations are handled effectively, with a focus on resolution and customer confidence.
- Billing and payment-related concerns are documented and addressed appropriately.
- Customer cases are accurately recorded, prioritized, and followed through to completion.
- Internal teams receive clear information and collaborate effectively to resolve outstanding issues.
- Recurring problems are identified and communicated so processes and the customer experience can improve.

In Summary

We are seeking a proactive, bilingual customer service professional who combines empathy with strong problem-solving skills. If you have experience managing escalations, handling billing and payment concerns, working with CRM and phone systems, and delivering excellent customer support, we would love to hear from you.

Join Terra Energy and help us deliver a better customer experience throughout the solar journey.

Job Type: Contract

Pay: $18,000.00 - $22,000.00 per month

Work Location: Remote

📌 Bilingual Customer Service Representative (México)
🏢 Terra Energy U.S.
📍 México