Bilingual Employee Service Center Specialist – Honduras
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Job Description
Bilingual HR service specialist resolving employee questions about payroll, benefits, onboarding, and policies. Supporting a US fast-casual restaurant brand through phone, chat, and email.
Responsibilities:
- Respond to current and past employees through email, live chat/intranet, and phone channels
- Resolve low- to moderate-complexity HR inquiries accurately and consistently
- 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 on payroll, compliance, onboarding, benefits, compensation, timekeeping, and other HR policies and services
- Collect relevant information and escalate issues beyond scope to appropriate specialists or staff
- Navigate multiple web-based systems and maintain 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 assigned by Compass or the client
- Attend required training sessions and 1:1 conversations using a working camera
- Work full-time shifts within stated operating hours
Requirements:
- High school diploma required
- 2-4 year college degree preferred
- 1-3 years of contact center or administrative HR experience preferred
- Experience with 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
- Strong written/typing and verbal communication skills
- English and Spanish proficiency required and assessed during screening
- Ability to learn and retain a wide range of information
- Self-reliant with an information seeker mindset
- Strong problem-solving ability and good judgment
- Openness to continuous coaching
- 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 headset with microphone; speakers 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; MacBook minimum 8GB
- Windows 11, 32-bit or 64-bit
- Required third-party software: 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
- DUO Mobile installed on mobile phone for multi-factor authentication
- Reliable high-speed internet connection
- Backup power source
- Preferably a separate room free from noise and distractions
- Ability to see, talk, and hear; operate a computer/laptop and headset; and work at a computer while sitting or standing for prolonged periods
- Must respond in English during application process; initial interviews are in English
Benefits:
- 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
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