Bilingual Customer Experience Specialist - Pacific or Mountain Time Zone
$35,360–$35,360 year
Remote
Job Summary
Resolve customer questions and issues via phone, chat, and email in English and Spanish with accuracy and care. Educate customers on self-service options to empower them to find answers independently. Follow up promptly on complex cases, troubleshoot common browser and internet issues, and escalate when necessary. Track patterns and surface emerging trends to the team to improve product quality. Maintain a professional, positive demeanor in every interaction while meeting interaction-handling metrics for response time and handle time. This bilingual role supports over 4 million learners annually, serving clients like Amazon and Geico across Pacific or Mountain Time Zone shifts (11:30am–8pm ET or 8:30am–5pm PT).
Required Qualifications
- Fluent in English and Spanish
- Active listener with a positive, high-energy approach to helping people
- Creative problem solver — comfortable thinking on your feet and learning quickly
- Self-starter who takes initiative and follows tasks through to completion
- Strong written and verbal communication skills
- Solid typing ability
- Comfortable multitasking across multiple software platforms simultaneously
- Detail-oriented and organized
- Familiarity with common browsers (Chrome, Safari, Edge) and basic internet concepts
- This position will work a schedule from 11:30am – 8pm ET or 8:30am – 5pm PT
Desired Qualifications
- Preference for Native English speakers
- Microsoft Office Suite experience
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