Bilingual Customer Escalations Specialist

About Certus
We sit at the intersection of people and technology—building training and education solutions that help more than 4 million learners each year enter, advance, or reinvent their careers.

Our customers range from individual professionals charting their own path to some of the world's most recognized brands: Amazon, Siemens, Geico, Chick-fil-A, and others who trust us to develop their people at scale.
How We Work
Our teams span software engineering, instructional design, creative writing, consultative sales, marketing, and beyond. Movement between roles isn't just possible; it's encouraged. We're building something that requires people who want to keep growing.

Who Thrives Here

• Self-starters who bring a get-it-done mindset and don't wait for permission

• Builders drawn to a fast-moving industry where the landscape keeps shifting

• Humans who are innovative, brave, kind, and bring their full selves to work

We're committed to a culture where people can be exactly who they are—and where that diversity of perspective makes everything we build stronger.
The workforce learning market is evolving rapidly, and we're helping define where it goes next. If you want work that matters, room to grow, and a team that actually means it when they talk about culture—we should talk.

Job Overview:

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

Responsibilities:

·       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.

Competencies Required:

·       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.

Physical Requirements:

·       Prolonged periods of sitting at a desk and working on a computer.

·       Prolonged periods of being on the phone/wearing a headset.

Performance Expectations:

1.     Consistently meet metrics for responding to customers in a positive, thorough, timely manner, according to quality scoring standards.

2.     Consistently meet metrics for interaction handling (i.e., interactions per hour, handle time, ACW, etc.).

3.     Work all scheduled shifts and communicate in a timely manner when absences are necessary.

This position will have a base pay of $18.00 - $18.50/hour and will be remote but there is a strong preference for candidates in the Orlando, FL area. Work hours are 8am - 5pm ET or 9am - 6pm ET with an hour break for lunch.

EEO Statement: Certus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.