Bilingual Employee Service Center Specialist – Mexico

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

📋 Description

• Interact with current and former employees via phone to consistently and accurately address Human Resource (HR) inquiries of low to moderate complexity.

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

• Guide employees in navigating Employee or Manager Self-Service functionalities to initiate HR transactions.

• Clearly communicate and educate callers about HR policies and procedures, including but not limited to payroll, compliance, onboarding, benefits, compensation, timekeeping, and other HR services.

• Listen attentively and gather relevant information to involve other specialists or appropriate staff when the issue exceeds your expertise.

• Navigate multiple web-based systems (being technologically adept is essential).

• Safeguard confidentiality, secure employee data, and ensure accurate data entry in all matters.

• Meet all client and Compass expectations regarding productivity and performance.

• Adhere to schedule and channel availability requirements (i.e., report to work punctually and be present where expected).

• Exhibit strong written and verbal communication skills - proficiency in both written and spoken English and Spanish is required and will be evaluated during the screening process.

• Develop a solid understanding of common questions, procedures, and solutions.

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

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

⛳️ Requirements

• A high school diploma is required; a 2-4 year college degree is preferred.

• 1-3 years of contact center experience is required, with a focus on customer-centered problem solving related to payroll, compliance, onboarding, benefits, job changes, and policy inquiries preferred.

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

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

• Stay engaged and responsive to all internal communications - with both the client and Compass.

• Previous remote work experience is preferred.

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

• Strong problem-solving skills, with the ability to think quickly and exercise good judgment.

• Encouraged to professionally express your opinions.

• Approach work with humility.

• Be receptive to continuous coaching to help you perform at a high level.

• Foster a team culture aligned with Compass values and promote a positive work environment.

🏝️ Benefits

• A fully remote work environment.

• Comprehensive training on our products and services.

• Career development opportunities, including internal promotions.

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