Bilingual Employee Service Center Specialist
This is a remote job opportunity working for a US-based company.
Are you ready to join a fun and engaging workplace that encourages you to empower yourself and develop your career? Are you looking for a remote job where you can work from the comfort of your own home? Do you want a job where you can be yourself? Say hello to Compass Experience Labs - it sounds like we might be a good match!
About Compass
We partner with brands to power growth through exceptional customer experience – and that includes their internal customers, too (employees)! Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in retaining customers and growing a business.
About this opportunity
We have partnered with a well-known, made-to-order fast casual restaurant chain based in the United States and are looking for bilingual (English/Spanish) Employee Service Center Specialists to respond to employee requests relating to employment and onboarding information, health and wellness benefits, and company policy. This position does not have any supervisory responsibilities.
Responsibilities:
- Engage with current and past employees through phone calls to consistently and accurately resolve Human Resource (HR) inquiries of low to moderate complexity.
- Serve as the first point of contact for employment-related questions.
- Assist employees with navigating to Employee or Manager Self-Service functions to initiate HR transactions.
- Effectively communicate and educate callers regarding HR policies and procedures, including but not limited to payroll, compliance, onboarding, benefits, compensation, timekeeping, and other HR Services.
- Listen effectively and collect relevant information to involve other specialists or appropriate staff when the issue is beyond your scope of expertise.
- Navigate multiple web-based systems (being tech savvy is a must). Ensure confidentiality, employee data security, and accurate data entry in all matters.
- Meet all client and Compass expectations around productivity and performance.
- Meet all schedule adherence and channel availability requirements (i.e. report to work on time, and be where you are supposed to be!).
- Demonstrate strong written/typing and verbal communication skills - both written and spoken English and Spanish proficiency is a requirement and will be assessed during the screening process.
- Build a strong understanding of common questions, procedures, and resolutions.
- Work collaboratively with team members to offer encouragement, provide answers, and present customer insights and trends.
- Perform other duties as assigned by Compass or the client.
Minimum Requirements and Characteristics:
- High school diploma required, 2-4 year college degree is preferred
- 1-3 years of contact center experience required 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.
- Ability to learn and retain a wide range of information.
- Remain engaged and responsive to all internal communications - with both the client and Compass. Previous experience working remotely is preferred.
- Self-reliant with an information seeker mindset.
- Keen problem solver with the ability to think on your feet and use good judgment.
- Encouraged to express your opinion professionally.
- Work with humility. Be open to continuous coaching to allow you to perform at a high level.
- Cultivate team culture according to Compass’ values and promote a positive work environment.
Availability:
- Full Time shifts available within the Hours of Operation 10:30 AM to 10:00 PM, Sun-Thu or Mon-Sat, and a few shifts Mon-Fri 8:00-4:30, all shifts 40 hours a week.
- Compass is headquartered in Columbus, OH, USA but this is a remote position.
- Applicants must have reliable, high speed internet connection to support systems, and preferably a separate room that is free from noise and distractions.
- Applicants must have back up power source.
Physical Requirements:
- Ability to see, talk, and hear in order to communicate with others to exchange information verbally and in writing
- Ability to operate a computer/laptop and a headset and lift up to 15 lbs.
- Ability to perform all duties of the job on a computer while sitting and/or standing for prolonged periods of time (i.e. for the duration of an 8 hr shift)
Technology Requirements:
- A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.
- Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam. Download speed must be at least 25MBPS.
- All agents must have a working camera to be used during training sessions and 1:1 conversations
- Agents must have a working headset with a microphone, speakers are not permitted for use while on calls.
- Processor: Intel Core i5 11th gen requirement / M1 & up plus MacOS14+ or equivalent
- Memory: Minimum: 8GM but recommend: 16 GB
- OS: Windows 32-Bit and 64-Bit (Windows 11)
- All agents will be required to install third-party software in order to run the screen capture module:
- Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C++ 2019 Redistributable 32-bit. l Microsoft .NET Framework 4.6.2or 4.7.x
- All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.
Benefits:
- A fully remote work environment
- This is currently a contract position, offering competitive wages
- Comprehensive training on our products and services.
- Career development opportunities, including internal promotions.
- A positive and growing work culture that values diversity and inclusivity.
If you possess a compassionate nature, thrive in a customer-centric role, and have a passion for assisting others, we encourage you to apply.
