• Handle incoming and outgoing calls, chats, emails, and messages to address customer inquiries related to services, accounts, and billing • Evaluate customer needs to deliver accurate, timely, and effective solutions that enhance customer satisfaction • Provide clear explanations of products, services, account activity, and billing details • Follow established communication procedures, guidelines, and policies to maintain high standards of customer service • Use appropriate tools and systems to provide accurate, valid, and complete information • Accurately document customer interactions, billing activities, and resolutions in CRM and billing system • Maintain proper ticketing processes to ensure thorough record-keeping and issue tracking • Build and maintain strong customer relationships through professional, empathetic, and effective communication • Inform customers about products, services, and account-related updates, ensuring full understanding of benefits and usage • Field and triage incoming inquiries and complaints, assess urgency, and route issues appropriately • Support customer retention by resolving concerns and reinforcing service value • Process billing transactions accurately and in a timely manner using billing system • Generate, review, and explain invoices, ensuring charges, rates, discounts, and taxes are accurate • Process customer payments securely and efficiently • Update customer account, contact to maintain accurate records • Review billing data for accuracy and completeness, identifying and correcting discrepancies • Investigate and resolve billing issues, disputes, and customer inquiries promptly and professionally • Verify billing details against contracts, orders, and service records to ensure consistency • Collaborate with internal teams and customers to clarify and resolve billing concerns • Explain order, installation, and construction processes to customer • Accurately create and manage service orders, changes, upgrades, downgrades, and cancellation • Generate tickets for service issues, billing adjustments, and customer complaints as needed • Maintain accurate billing records, documentation, and supporting files for auditing and reference • Assist in generating reports related to billing activities, account status, and service trend • Help identify patterns or discrepancies and escalate as needed • Work closely with cross-functional teams including customer support, billing, sales, and accounting to ensure seamless customer experience • Assist with account reconciliation and support billing-related processes as needed • Communicate effectively with internal teams to resolve service and billing issues efficiently • Deliver a high standard of customer service in all interactions, maintaining professionalism and empathy • Educate customers on billing processes, service features, and self-service tool • Provide guidance to help customers understand charges, avoid issues, and maximize service value • Addresses incoming customer concerns related to construction damages and installation issues, ensuring clear communication and efficient resolution to maintain customer satisfaction • Additional duties as required.

• Respond to inbound and outbound customer interactions in Spanish and English (calls, emails, chat) • Take ownership of each issue from first contact to resolution—do not leave cases incomplete or unclear • Resolve common issues immediately; escalate only when necessary with clear documentation • Maintain control of conversations, especially when customers are confused or frustrated • Switch between phone, email, and chat support throughout your shift without drop in quality • Adjust tone and clarity depending on the customer’s language and level of understanding • Translate or clarify information in real-time for Spanish-speaking customers when needed • De-escalate tense situations without transferring the problem unless required • Identify when a customer is at risk of dissatisfaction and adjust your approach to retain them • Ensure each interaction ends with clarity—no unresolved confusion • Log every interaction accurately in CRM systems immediately after handling it • Track follow-ups and ensure no open cases are forgotten • Maintain clean, structured records that another team member can understand instantly

• Respond to inbound and outbound customer interactions in Spanish and English (calls, emails, chat) • Take ownership of each issue from first contact to resolution—do not leave cases incomplete or unclear • Resolve common issues immediately; escalate only when necessary with clear documentation • Maintain control of conversations, especially when customers are confused or frustrated • Switch between phone, email, and chat support throughout your shift without drop in quality • Adjust tone and clarity depending on the customer’s language and level of understanding • Translate or clarify information in real-time for Spanish-speaking customers when needed • De-escalate tense situations without transferring the problem unless required • Identify when a customer is at risk of dissatisfaction and adjust your approach to retain them • Ensure each interaction ends with clarity—no unresolved confusion • Log every interaction accurately in CRM systems immediately after handling it • Track follow-ups and ensure no open cases are forgotten • Maintain clean, structured records that another team member can understand instantly

• Respond to inbound and outbound customer interactions in Spanish and English (calls, emails, chat) • Take ownership of each issue from first contact to resolution—do not leave cases incomplete or unclear • Resolve common issues immediately; escalate only when necessary with clear documentation • Maintain control of conversations, especially when customers are confused or frustrated • Switch between phone, email, and chat support throughout your shift without drop in quality • Adjust tone and clarity depending on the customer’s language and level of understanding • Translate or clarify information in real-time for Spanish-speaking customers when needed • De-escalate tense situations without transferring the problem unless required • Identify when a customer is at risk of dissatisfaction and adjust your approach to retain them • Ensure each interaction ends with clarity—no unresolved confusion • Log every interaction accurately in CRM systems immediately after handling it • Track follow-ups and ensure no open cases are forgotten • Maintain clean, structured records that another team member can understand instantly