Bilingual Employee Service Center Specialist

This is a fully remote position, open to applicants in Honduras.

📋 Description

• Interact with current and former employees via email, live chat/intranet, and phone communication.

• Accurately and consistently address low to moderate complexity HR inquiries.

• Act as the initial point of contact for questions related to employment.

• Support employees with HR transactions through Employee or Manager Self-Service.

• Inform and educate callers about HR policies and procedures, including payroll, compliance, onboarding, benefits, compensation, and timekeeping.

• Gather relevant information and escalate issues that exceed the role’s expertise.

• Navigate various web-based systems effectively.

• Uphold confidentiality, ensure employee data security, and maintain precise data entry.

• Meet client and Compass productivity, performance, schedule adherence, and channel availability standards.

• Develop a strong understanding of common inquiries, procedures, and solutions.

• Collaborate with team members to provide answers and share customer insights and trends.

• Complete additional tasks as assigned by Compass or the client.

⛳️ Requirements

• High school diploma is mandatory.

• 1–3 years of experience in a contact center or administrative HR capacity is preferred.

• Experience in customer-focused problem solving related to payroll, compliance, onboarding, benefits, job changes, and policy inquiries is preferred.

• Proficient in navigating multiple web-based systems simultaneously with accurate data entry.

• Strong written and typing abilities.

• Proficient in both verbal and written English and Spanish; proficiency will be evaluated during the screening process.

• Capability to learn and retain a broad range of information.

• Independent with a proactive approach to seeking information.

• Strong problem-solving skills and sound judgment.

• A licensed Windows computer with a serial number; customized, jailbroken, or homemade devices are not acceptable.

• Robust wired internet connection with a minimum of 80 Mbps download and upload speeds.

• Windows computer equipped with a functioning webcam.

• A working headset with a microphone; speakers are not allowed during calls.

• Processor: Windows i5 11th generation or newer, AMD Ryzen 5 5000 series or newer, or Mac M1 or newer.

• Memory: minimum of 16 GB for Windows or 8 GB for MacBooks.

• Windows 11, either 32-bit or 64-bit operating system.

• Ability to install necessary third-party screen-capture software and components.

• DUO Mobile installed on a mobile phone for multi-factor authentication.

• Reliable high-speed internet connection.

• A separate room free from noise and distractions is preferred.

• A backup power source is required.

• Ability to see, speak, and hear; operate a computer/laptop and headset; and work seated or standing at a computer for extended periods.

• Must respond in English; initial interviews will be conducted in English.

🏝️ Benefits

• A fully remote work environment.

• Competitive salaries.

• Comprehensive training on products and services.

• Opportunities for career development, including internal promotions.

• A positive and expanding workplace culture that values diversity and inclusivity.