Bilingual Escalation Specialist

Job Summary

As a full-time remote Bilingual Escalation Specialist, the candidate will manage escalated customer inquiries, resolve complex issues, and ensure customer satisfaction while maintaining professionalism and adherence to company policies.

Key responsibilities

• Handle and resolve real-time escalation calls while upholding professionalism standards
• Contact customers to resolve outstanding issues escalated through phone and email queues
• Serve as Supervisor-on-duty every Saturday, managing shift needs and customer escalations

Required qualifications

• High School diploma or GED
• 6+ months of experience as a customer experience specialist
• Bilingual in Spanish and English
• 2+ years of experience in a call center or help desk environment preferred
• Ability to maintain quality, performance targets, and good attendance