Bilingual Advocacy (Escalations) Specialist-Remote

About the role

The Advocacy Specialist plays a crucial role in ensuring customer satisfaction by effectively handling escalated inquiries and resolving complex issues. This position requires exceptional communication, de-escalation, and problem-solving skills.

Responsibilities

• Handle and resolve real-time escalation calls while maintaining excellent professionalism standards according to company policies and procedures.
• Contact customers as needed to resolve outstanding issues escalated through phone and email queues.
• Serve as Supervisor-on-duty every Saturday; responsible for managing all shift needs, including agent support, customer escalations, logging any VTO, following chain of command in regard to system outages.
• Manage the Customer Experience inboxes and respond/act accordingly to what is requested.
• Contact customers regarding their social media reviews and resolve their issues while handling customer escalation follow-ups as requested.
• All other duties as assigned.

Job Requirements

• A high school diploma or GED.
• 6+ months employment as customer experience specialist.
• Successfully pass all assessments throughout the training period as well as any ongoing training.
• Maintain quality, expediency, performance targets and good attendance.
• A strong sense of accountability and work ethic with the ability to manage work independently.
• Superior judgement and critical thinking skills to make a well-evaluated decision regarding state regulations and company operating procedures.
• Excellent oral and written communication skills.
• A positive, resilient, consistent, customer-centric attitude.
• A patient, team-oriented demeanor.
• 2+ years of call center or help desk environment preferred.
• Bilingual Spanish/English.

Work Schedule

M-F 11:30-8:00 CST (choice of day off Tuesday-Friday) Saturday 10:30-7:00 CST

Pay & Benefits

• Hourly rate range is $18.63-$24.00.
• Plus metric-based performance incentive.
• 401(k) + benefits.

Why work for us?

• The nation’s largest interlock provider with a mission to help people live and drive responsibly.
• Won the 2023 Top Workplace Award locally and nationally, and the 2024 Best Place for Working Parents Award.
• Growth-oriented with 7 years of over 10%+ growth annually and doubled in employee size over the past 2-3 years.
• A comprehensive and highly competitive benefits package, including:
• Dental Insurance
• Health Insurance
• Vision Insurance
• 401(k)
• Paid Holidays
• Paid Time Off
• Ongoing Professional Training online via Cornerstone
• And more.

Equal Opportunity Employer

We are committed to practicing a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants based on individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex, or genetic information.