Senior Bilingual Escalations Expert

Job Summary

A company is looking for a Sr. Bilingual Escalations Expert - English/Spanish (Puerto Rican Dialect).

Key Responsibilities

• Manage and resolve escalated customer issues, serving as the single point of contact
• Deliver proactive communication and maintain positive relationships with customers and third parties
• Document customer interactions and insights while ensuring a seamless customer experience

Required Qualifications

• Bilingual in English and Spanish (Puerto Rican dialect)
• High school diploma or equivalent; Bachelor's degree preferred
• 5+ years of relevant work experience in customer success or project management
• Strong knowledge of escalations and prevention processes
• History of receiving positive customer feedback and ratings