Bilingual Customer Escalations Specialist
Certus
full-time
Posted on:
Location Type: Remote
Location: Florida • United States
Visit company websiteExplore more
Salary
💰 $18 - $19 per hour
About the role
- 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.
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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
basic troubleshootinginternet browsersbrowser navigationdownloading filesincognito modeURLsMicrosoft Office Suitebilingual (English, Spanish)
Soft Skills
active listeningproblem solvingreliabilityself-startermulti-taskingwritten communicationverbal communicationorganizational skillsattention to detailflexibility