[Hiring] Bilingual Employee Service Center Specialist @Compass Experience Labs

Role Description

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.

• Engage with current and past employees through email, live chat/intranet, and phone channels to resolve 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 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.
• 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.

Qualifications

• High school diploma required; 2–4-year college degree is preferred.
• 1-3 years of contact center or administrative HR experience, with 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.

Requirements

• A licensed Windows computer with a serial number is required; customized or jailbroken devices are not allowed.
• Strong wired internet connection to support systems.
• Windows computer with a working webcam.
• Download and upload speed must be at least 80 MBPS.
• Working camera required for training sessions and 1:1 conversations.
• Working headset with a microphone; speakers are not permitted for use while on calls.
• Processor: Windows i5 11th gen or newer / AMD Ryzen 5 5000 series or newer / Mac M1 or newer.
• Memory: Minimum: Windows 16GB / MacBooks 8GB.
• OS: Windows 32-Bit and 64-Bit (Windows 11).
• Installation of third-party software required for screen capture module.
• Download DUO Mobile on mobile phones for multi-factor authentication.

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.
• Remote position; applicants must have reliable, high-speed internet connection and preferably a separate room free from noise and distractions.
• Applicants must have a backup power source.

Physical Requirements

• Ability to see, talk, and hear to communicate with others verbally and in writing.
• Ability to operate a computer/laptop and a headset.
• 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).

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.