Detalle de la Oferta

Descripción de la Oferta

MEET COMPASS
We are a full service BPO that partners with brands to power growth through exceptional customer experience. 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 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 email, as well as live chat/intranet and phone channels 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.

Technology Requirements:
-A licensed Windows computer with a serial number is the only computer we will accept for this position. We don't 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 and upload 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 i5-4440, CPU 2.10 GHz
-Memory: Minimum: 8GB 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.

Minimum Requirements and Characteristics:
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

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