Bilingual Customer Experience Specialist

Certus•Orlando, FL

2d•$19 - $19

About The Position

You’re the first voice our customers hear — and the reason they stay. As a Bilingual Customer Experience Specialist, you’ll help people navigate our products, solve problems, and walk away feeling genuinely taken care of. Fluent in both English and Spanish, you’ll connect with a wide range of customers across phone, chat, and email every single day. This position will work a schedule from 11:30am – 8pm ET or 8:30am – 5pm PT.

Requirements

Fluent in English and Spanish (required).
Active listener with a positive, high-energy approach to helping people.
Creative problem solver — comfortable thinking on your feet and learning quickly.
Self-starter who takes initiative and follows tasks through to completion.
Strong written and verbal communication skills, with solid typing ability.
Comfortable multitasking across multiple software platforms simultaneously.
Detail-oriented and organized.
Familiarity with common browsers (Chrome, Safari, Edge) and basic internet concepts.

Nice To Haves

Microsoft Office Suite experience (preferred).
Growth and change mindset — and a desire to have fun while doing great work.

Responsibilities

Resolve customer questions and issues via phone, chat, and email — in English and Spanish — with accuracy and care.
Educate customers on self-service options so they’re empowered to find answers on their own next time.
Follow up promptly when a resolution needs more investigation, keeping customers informed every step of the way.
Troubleshoot common browser and internet issues; escalate complex cases when needed.
Track patterns and surface emerging trends to the team so we keep getting better.
Maintain a professional, positive demeanor in every customer interaction.