Bilingual Employee Service Center Specialist

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

📋 Description

• Engage with current and former employees via email, live chat/intranet, and phone channels.

• Accurately and consistently address low- to moderate-complexity Human Resources inquiries.

• Act as the primary point of contact for employment-related inquiries.

• Support employees with Employee or Manager Self-Service functions to initiate HR transactions.

• Clarify and educate callers on payroll, compliance, onboarding, benefits, compensation, timekeeping, and other HR policies and services.

• Gather pertinent information and escalate issues that exceed your expertise.

• Manage multiple web-based systems while ensuring precise data entry.

• Uphold confidentiality and secure employee data.

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

• Develop knowledge of frequently asked questions, procedures, and resolutions.

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

• Undertake additional duties as assigned by Compass or the client.

• Complete extensive training on products and services.

⛳️ Requirements

• High school diploma is mandatory.

• A college degree of 2–4 years is preferred.

• Prior experience in a contact center or administrative HR role for 1–3 years is preferred.

• Customer-centric problem-solving skills related to payroll, compliance, onboarding, benefits, job changes, and policy inquiries.

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

• Ability to learn and retain a diverse range of information.

• Strong written/typing and verbal communication skills in both English and Spanish; bilingual proficiency will be evaluated during screening.

• Self-sufficient with a mindset geared towards seeking information.

• Excellent problem-solving abilities with the capacity to think quickly and exercise good judgment.

• Willingness to accept continuous coaching.

• Capability to foster a team culture and encourage a positive work environment.

• Must have a licensed Windows computer with a serial number; customized, jailbroken, or homemade devices are not permitted.

• A reliable wired internet connection with a minimum download and upload speed of 80 MBPS.

• A Windows computer equipped with a functional webcam.

• A working camera for training sessions and one-on-one conversations.

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

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

• Memory specifications: Windows minimum 16GB; MacBooks minimum 8GB.

• Operating system requirements: Windows 11, 32-bit or 64-bit.

• Ability to install necessary third-party screen capture software, including Microsoft Windows Installer 2.0 or later, Microsoft Visual C++ 2019 Redistributable 32-bit, and Microsoft .NET Framework 4.6.2 or 4.7.x.

• Capability to download DUO Mobile for multi-factor authentication.

• Full-time availability for 40-hour shifts within the stated hours of operation.

• Reliable high-speed internet connection.

• A backup power source.

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

🏝️ Benefits

• A completely remote work environment.

• Competitive salary.

• Comprehensive training on products and services.

• Opportunities for career growth, including internal promotions.

• A positive and expanding work culture that embraces diversity and inclusivity.