Customer Service Associate (Mexico)

Compass Experience Labs is hiring bilingual Employee Service Center Specialists for a client, a made-to-order fast-casual restaurant chain. The role responds to current and former employees’ HR inquiries about employment, onboarding, benefits, and company policies through email, chat, and phone.

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

Requirements:

• Bilingual (English/Spanish)
• both written and spoken English and Spanish proficiency is a requirement
• High school diploma required
• Experience navigating multiple web-based systems at once, with accurate data entry
• Ability to learn and retain a wide range of information
• Self-reliant with an information seeker mindset
• Keen problem solver with the ability to think on your feet and use good judgment
• strong wired internet connection to support systems
• a Windows Computer with a working webcam
• Download and upload speed must be at least 80MBPS
• 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: Windows i5 11thgen 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)
• 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
• Applicants must have reliable, high speed internet connection to support systems
• Applicants must have back up power source
• 2–4-year college degree
• 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
• Previous experience working remotely