Bilingual Customer Escalations Specialist

Our Bilingual Customer Escalation Specialists provide second-line support to queries from existing and potential customers. This is primarily tickets and emails but includes Inbound and Outbound calls as needed in both English and Spanish. Specialists embody the core values of the organization in all interactions with customers and consistently go above and beyond

·       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.