Bilingual Customer Escalations Specialist

Certus•Orlando, FL

2d•$18 - $19•Remote

About The Position

Our Bilingual Customer Escalation Specialists provide second-line support to queries from existing and potential customers. This is primarily tickets and emails but includes Inbound and Outbound calls as needed in both English and Spanish. Specialists embody the core values of the organization in all interactions with customers and consistently go above and beyond

Requirements

Excellent active listening skills with a positive attitude, energy, and demeanor.
Keen problem solver that is willing to think on their feet and learn quickly.
Reliable individual that can always be counted on to give their best work and follow tasks through to completion.
Self-starter comfortable taking initiative and finding answers to customer questions.
Great at multi-tasking, using multiple software programs to service and find a solution.
Excellent written, verbal communication skills, and typing ability.
Excellent organizational skills and attention to detail.
Understand common internet browsers such as Chrome, Safari, Edge, and Internet Explorer and basic internet concepts including browser navigation, how to download files, incognito/private mode, and URLs.
Experience with Microsoft Office Suite preferred.
Mastery of the English language.
Spanish language skills are required for this position.
Flexibility with work schedule preferred.
Ability to communicate directly with others.
Desire to have fun while working.
Growth and change mindset.

Nice To Haves

Flexibility with work schedule preferred.
Experience with Microsoft Office Suite preferred.

Responsibilities

Provide resolutions to queries received from customers via call, chat or email in English and Spanish.
Ensure customers are satisfied with product or service.
Follow-up with customers in a timely manner, when a service resolution requires investigation.
Educate the customer to assist with self-service solutions and to mitigate future product questions.
Utilize resources to provide first contact resolution for all contacts.
Determine when query requires escalation after available resources have been exhausted.
Provide basic troubleshooting assistance with common internet browsers.
Maintain a professional demeanor with all customer interactions.
Maintain performance metrics expectations and strive for continuous learning to achieve desired goals.
Monitor issues and trends and escalate to management as needed.
Perform additional duties where needed.