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Bilingual Employee Service Center Specialist
Compass Experience Labs. Engage with current and past employees through email, live chat/intranet, and phone channels .
About the role
Key responsibilities & impact- Engage with current and past employees through email, live chat/intranet, and phone channels
- Resolve low- to moderate-complexity HR inquiries accurately and consistently
- Serve as the first point of contact for employment-related questions
- Assist employees with Employee or Manager Self-Service HR transactions
- Communicate and educate callers about HR policies and procedures, including payroll, compliance, onboarding, benefits, compensation, and timekeeping
- Collect relevant information and escalate issues beyond the role’s expertise
- Navigate multiple web-based systems
- Maintain confidentiality, employee data security, and accurate data entry
- Meet client and Compass productivity, performance, schedule-adherence, and channel-availability expectations
- Build knowledge of common questions, procedures, and resolutions
- Collaborate with team members, provide answers, and share customer insights and trends
- Perform other duties assigned by Compass or the client
Requirements
What you’ll need- High school diploma required
- 1–3 years of contact center or administrative HR experience preferred
- Customer-focused problem solving related to payroll, compliance, onboarding, benefits, job changes, and policy inquiries preferred
- Experience navigating multiple web-based systems at once, with accurate data entry
- Strong written and typing skills
- Verbal and written proficiency in English and Spanish; proficiency will be assessed during screening
- Ability to learn and retain a wide range of information
- Self-reliant with an information-seeker mindset
- Strong problem-solving ability and good judgment
- Licensed Windows computer with a serial number; customized, jailbroken, or homemade devices not accepted
- Strong wired internet connection with minimum 80 Mbps download and upload speeds
- Windows computer with working webcam
- Working headset with microphone; speakers are not permitted while on calls
- Processor: Windows i5 11th generation or newer, AMD Ryzen 5 5000 series or newer, or Mac M1 or newer
- Memory: minimum 16 GB for Windows or 8 GB for MacBooks
- Windows 11, 32-bit or 64-bit operating system
- Ability to install required third-party screen-capture software and components
- DUO Mobile installed on a mobile phone for multi-factor authentication
- Reliable high-speed internet connection
- Separate room free from noise and distractions preferred
- Backup power source required
- Ability to see, talk, and hear; operate a computer/laptop and headset; and work seated or standing at a computer for prolonged periods
- Must respond in English; initial interviews will be in English
Benefits
Comp & perks- A fully remote work environment
- Competitive wages
- Comprehensive training on products and services
- Career development opportunities, including internal promotions
- Positive and growing work culture that values diversity and inclusivity