Bilingual Employee Service Center Specialist

• Respond to current and past employees through email, live chat/intranet, and phone channels
• Resolve low- to moderate-complexity Human Resources inquiries accurately and consistently
• Serve as the first point of contact for employment-related questions
• Assist employees with Employee or Manager Self-Service functions to initiate HR transactions
• Explain and educate callers on payroll, compliance, onboarding, benefits, compensation, timekeeping, and other HR policies and services
• Collect relevant information and escalate issues beyond the scope of expertise
• Navigate multiple web-based systems while maintaining accurate data entry
• Protect confidentiality and employee data security
• Meet client and Compass productivity, performance, schedule adherence, and channel availability expectations
• Build knowledge of common questions, procedures, and resolutions
• Collaborate with team members, provide answers, and share customer insights and trends
• Perform other duties as assigned by Compass or the client
• Complete comprehensive training on products and services

• High school diploma required
• 2–4-year college degree preferred
• 1–3 years of contact center or administrative HR experience preferred
• Customer-focused problem solving related to payroll, compliance, onboarding, benefits, job changes, and policy inquiries
• Experience navigating multiple web-based systems at once, with accurate data entry
• Ability to learn and retain a wide range of information
• Strong written/typing and verbal communication skills in English and Spanish; bilingual proficiency will be assessed during screening
• Self-reliant with an information seeker mindset
• Keen problem solver with the ability to think on your feet and use good judgment
• Openness to continuous coaching
• Ability to cultivate team culture and promote a positive work environment
• Licensed Windows computer with serial number; customized, jailbroken, or homemade devices not accepted
• Strong wired internet connection with minimum 80 MBPS download and upload speeds
• Windows computer with working webcam
• Working camera for training sessions and 1:1 conversations
• Working headset with microphone; speakers are not permitted on calls
• Processor: Windows i5 11th generation or newer, AMD Ryzen 5 5000 series or newer, or Mac M1 or newer
• Memory: Windows minimum 16GB; MacBooks minimum 8GB
• Operating system: Windows 11, 32-bit or 64-bit
• Ability to install required third-party screen capture software, including Microsoft Windows Installer 2.0 or later, Microsoft Visual C++ 2019 Redistributable 32-bit, and Microsoft .NET Framework 4.6.2 or 4.7.x
• Ability to download DUO Mobile for multi-factor authentication
• Full-time availability for 40-hour shifts within the stated hours of operation
• Reliable high-speed internet connection
• Back-up power source
• Ability to see, talk, and hear; operate a computer/laptop and headset; and work seated or standing for prolonged periods

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