Advanced Associate, Customer Service, Bilingual in Spanish

Pearson VUE

. Serve as the Level 2 escalation point for complex customer and service-related issues .

Posted 11/4/2026full-timeRemote • Minnesota • United StatesJuniorMid-Level💰 $21 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills and the ability to troubleshoot complex issues while maintaining service level agreements. Proficient in using case management systems and Microsoft applications to support clients and candidates effectively.

Highest-signal resume keywords

Customer Service SkillsBilingual in English and SpanishConflict Management SkillsProficient with Microsoft 360Research and Analysis Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Case Management SystemMicrosoft ExcelMicrosoft WordMicrosoft OneDriveResearch SkillsAnalysis SkillsDocumentation Skills

Soft Skills

Active ListeningTime ManagementAttention to DetailVerbal CommunicationWritten Communication

Industry Keywords

Service Level AgreementsCustomer IssuesService Delivery ChallengesInternal DatabasesProgram Managers

About the role

Key responsibilities & impact

Serve as the Level 2 escalation point for complex customer and service-related issues
Demonstrate application of concepts and guidelines
Act as a trusted escalation resource for service delivery challenges
Collaborate with internal teams to resolve issues
Capture and maintain customer and case information in internal databases and systems
Serve as a point of contact for Program Managers and clients regarding complex and service-related issues
Monitor and maintain Service Level Agreements across multiple Lines of Business
Own, work, and follow through on Service Direct Cases, reports, and assigned projects to completion
Use an internal case management system to complete tasks and find solutions for candidates while adhering to client policies and internal procedures
Provide clear and concise directions to clients, call center representatives, testing center administrators, and candidates
Troubleshoot and explain policies and testing procedures
Anticipate candidate needs and resolve issues affecting quality service
Use active listening, probing questions, supportive directions, and empathetic reassurance during high-stress situations
Research, analyze, interpret, and document customer issues
Support candidates and clients through changing challenges and service needs

Requirements

What you’ll need

High school diploma or equivalent level qualifications required
Bachelor's Degree or equivalent work experience preferred
2 years of experience in a similar/related position
Fluent in both English and Spanish
High levels of customer service skills
Proficient with Windows, Microsoft 360 OneDrive, Excel, Word, and related applications
Conflict management skills
Time management skills
Ability to deal with ambiguity and overcome objections
Strong attention to detail
Excellent verbal and written communication skills
Willing and able to work assigned shifts
Ability to research, analyze, interpret, and document
Ability to adapt to changing business needs
All overtime must be approved in advance

Benefits

Comp & perks

Career development opportunities
Incentives
Rewards
Competitive benefits package
New hire training and onboarding
Flexible work arrangements may be available
Paid time off may be limited during specific times due to business demands