Bilingual Employee Service Center Specialist – Mexico

• Respond to employee requests concerning employment and onboarding information, health and wellness benefits, and company policy
• Engage current and past employees by phone to resolve low- to moderate-complexity HR inquiries
• Serve as the first point of contact for employment-related questions
• Assist employees with Employee or Manager Self-Service HR transactions
• Explain and educate callers about payroll, compliance, onboarding, benefits, compensation, timekeeping, and other HR policies and services
• Collect relevant information and involve appropriate specialists when issues exceed scope
• Navigate multiple web-based systems while maintaining confidentiality, data security, and accurate data entry
• Meet client and Compass productivity, performance, schedule-adherence, and channel-availability expectations
• Build knowledge of common questions, procedures, and resolutions
• Collaborate with team members and share customer insights and trends
• Perform other duties assigned by Compass or the client

• High school diploma required
• 1-3 years of contact center experience required
• Customer-focused problem solving related to payroll, compliance, onboarding, benefits, job changes, and policy inquiries preferred
• Experience navigating multiple web-based systems simultaneously, with accurate data entry
• Ability to learn and retain a wide range of information
• Previous experience working remotely preferred
• Strong written/typing and verbal communication skills
• English and Spanish proficiency required and assessed during screening
• Self-reliant information-seeker mindset
• Problem-solving ability, sound judgment, and ability to think on your feet
• Openness to continuous coaching
• Reliable high-speed wired internet connection with download speed of at least 80 Mbps
• Separate quiet room preferred
• Backup power source required
• Licensed Windows computer with serial number; customized or jailbroken devices are not accepted
• Working webcam and headset with microphone
• Intel Core i5 11th generation processor, or M1 and newer with macOS 14+ or equivalent
• Minimum 8 GB memory; 16 GB recommended
• Windows 11, 32-bit or 64-bit
• Ability to install required third-party screen-capture software and DUO Mobile
• Ability to sit and/or stand for prolonged periods during an 8-hour shift
• Ability to operate a computer/laptop and headset and lift up to 15 lbs.

• A fully remote work environment
• Competitive wages
• Comprehensive training on products and services
• Career development opportunities, including internal promotions
• Positive and growing work culture that values diversity and inclusivity