As a full-time remote Bilingual Escalation Specialist, the candidate will manage escalated customer inquiries, resolve complex issues, and ensure customer satisfaction while maintaining professionalism and adherence to company policies. Key responsibilities Handle and resolve real-time escalation calls while upholding professionalism standards Contact customers to resolve outstanding issues escalated through phone and email queues Serve as Supervisor-on-duty every Saturday, managing shift needs and customer escalations Required qualifications High School diploma or GED 6+ months of experience as a customer experience specialist Bilingual in Spanish and English 2+ years of experience in a call center or help desk environment preferred Ability to maintain quality, performance targets, and good attendance