Bilingual Help Desk Specialist & Contact Center Rep

OSV

6d•Remote

About The Position

The Bilingual Help Desk Specialist & Contact Center Representative supports the Benefit & Employee Services Team and uses Workday and Zendesk ticketing technologies. The role is dedicated to myFlexWallet processing and provides timely, professional assistance to internal and external customers, including Workday platform navigation and access support. Spanish fluency is required in addition to English. The position requires working from 10 a.m. to 7 p.m. and maintaining the set schedule, with extra hours as needed. The specialist supports team performance metrics and service-level agreements, escalates service delivery issues to on-site leads and corporate contacts as appropriate, participates in ongoing training, and builds partnerships across the department and organization. The role also identifies and documents opportunities for improvement or innovation through process changes or automation, meets performance standards, and performs other duties as assigned by the Manager. This role has no supervisory responsibilities.

Requirements

High school diploma or equivalent required.
1–2 years of customer service or related experience and/or training.
Fluency in written and spoken Spanish.
Ability to work from 10 a.m. to 7 p.m.
Ability to learn basic Employee Self Service functionality in the Workday platform.
Proficient PC skills, including Microsoft Office, Outlook, and HRIS tools.
Effective communication skills by telephone, email, and in person.
Willingness to adapt and maintain a positive attitude.
Ability to work independently and as part of a team.
Strong interpersonal skills, professionalism, and commitment to team spirit.
Punctuality and adherence to the set schedule, with extra hours as needed.
Ability to work in a fast-paced, demanding environment and manage sensitive, confidential issues.
Analytical, research, and follow-up skills.
Ability to multitask.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Process myFlexWallet requests.
Provide professional and timely service to internal and external customers.
Communicate effectively by telephone, email, and in person.
Provide Workday platform navigation and access assistance for contact center requests.
Support team performance metrics and service-level agreement statistics for written and verbal cases.
Escalate service delivery issues to on-site leads and corporate contacts as appropriate.
Participate in ongoing training related to the functional area.
Build strong partnerships within the department and organization.
Identify and document opportunities for improvement or innovation through process changes or automation.
Meet or exceed performance standards.
Perform other duties as assigned by the Manager.