Bilingual Customer Support Specialist (Spanish English)

AdNet AccountNet • Baltimore, MD

11h • Remote

About The Position

AdNet/AccountNet, Inc. is seeking a Bilingual Customer Support Specialist to provide customer service and support to callers experiencing complex situations, including potential fraud-related concerns. The specialist assists customers in English and Spanish while maintaining professionalism, empathy, and accuracy. The role is remote, and candidates must reside within the contiguous United States. The schedule is Monday through Friday, 10:00 AM to 6:00 PM EST, for 40 hours per week; weekends are not required. The position pays $18.25 per hour.

The successful candidate communicates effectively in both languages, listens actively, remains calm during sensitive or challenging conversations, and can navigate multiple computer systems while assisting customers. The specialist works with Tier 2 and Tier 3 support teams and communicates with colleagues, supervisors, and leadership in a virtual environment.

Requirements

• High school diploma or GED.
• Fluency in spoken and written Spanish and English.
• At least 1 year of customer service or customer support experience.
• Ability to pass a criminal background check.
• Ability to work from home with a dedicated, distraction-free workspace.
• Strong computer skills and ability to navigate multiple systems while assisting customers.
• Ability to work Monday through Friday, 10:00 AM to 6:00 PM EST.
• Excellent communication, customer service, and active listening skills.
• Professionalism, patience, empathy, adaptability, and teamwork.
• Ability to remain calm under pressure and navigate emotionally sensitive conversations.
• Strong organizational and multitasking abilities.

Nice To Haves

• Some college coursework or a degree.
• Experience handling escalated or complex customer situations.

Responsibilities

• Handle inbound customer calls in English and Spanish.
• Assist customers with complex situations, including potential fraud-related concerns.
• Provide accurate information and unbiased guidance while following established procedures.
• Use multiple software systems and resources simultaneously during customer interactions.
• Apply critical thinking and problem-solving skills to address customer needs.
• Collaborate with Tier 2 and Tier 3 support teams to resolve issues efficiently.
• Manage challenging customer interactions professionally and empathetically.
• Communicate effectively with team members, supervisors, and leadership in a virtual environment.
• Complete additional duties and responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED