Bilingual Customer Advocate - Spanish (Remote)

Paycor; United States; Remote; Full time

Job summary

An established industry player is seeking a Bilingual Customer Advocate to join their dynamic team. In this role, you will provide exceptional service to customers in both English and Spanish, helping them navigate the company's Human Capital Management software. This position offers a unique opportunity to grow your career while working in a flexible virtual-first environment. You will be empowered to build strong relationships, troubleshoot issues, and ensure that customers receive the highest level of support. If you are passionate about customer service and thrive in a fast-paced setting, this is the perfect opportunity for you to make a meaningful impact.

Benefits

Flexible Virtual-First Work Philosophy

Equity Award in Restricted Stock Units (RSUs)

401(k) with Match

Generous Paid Time Off

Three Medical Plan Options

Paid Leave for Caregivers

Sabbatical Opportunities

Employee Stock Purchase Plan

Employee Assistance Program (EAP)

Qualifications

• Proficient in English and Spanish with excellent customer service skills.
• 1-2 years of experience in multi-channel customer service required.

Responsibilities

• Support English and Spanish customers in a contact center environment.
• Document and manage cases while troubleshooting customer inquiries.

Skills

Bilingual (English and Spanish)

Customer Service

Relationship Building

Problem Solving

Organizational Skills

Communication Skills

Education

Bachelor's Degree

4 Years Equitable Business Experience

Tools

HCM Software

MS Office

Zoom

Go To Meeting

Skype

Job description

Remote - Work from Home

Paycor empowers leaders to develop winning teams. Our Human Capital Management (HCM) software modernizes every aspect of People Management from the way you recruit, onboard, develop, pay, and retain employees. Best of all? Our team is growing, and there’s never been a better time to join! If you love to Think Big, Dream Big, Compete to Win, and thrive in a fast-paced environment, we want to hear from you!

Job Summary

At Paycor, our Customer Advocates, Bilingual demonstrate success with establishing and maintaining positive working relationships with customers and peers. They must possess a passion for providing world-class service, be independently driven in our virtual first environment, can learn new systems and/or enhanced functionality within an existing system, and be agile and flexible in a fast-paced environment. The Customer Advocates, Bilingual will work through our English and Spanish queues to help support and empower our customers as they come to us seeking guidance in navigating our products. They are also expected to act as an advocate for Paycor by ensuring that our customers receive top notch service every time. Launching a career at Paycor as a Customer Advocate, Bilingual allows for meaningful and challenging work that sets associates up for elevated career growth and advancement.

Essential Duties and Responsibilities

1. Support English and Spanish customer interactions performing basic functions within the Perform application in a team setting in a contact center environment.
2. Work as a member of a team and able to work in a telephone queue environment, while managing project tasks to completion.
3. Act as a front-line triage by taking ownership and troubleshooting the more time sensitive, urgent and less complex issues by developing solutions to English and Spanish customer questions.
4. Support English and Spanish customers as an advocate by educating and counseling them on procedures to eventually enable self-sufficient system usage.
5. Monitor the Perform system and proactively identify actions needed to correct issues as they arise.
6. Identify and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate party.
7. Follow defined process to escalate items as needed.
8. Document and manage cases within applicable systems by reviewing, updating, and closing daily.
9. Leverage resources for troubleshooting solutions to client questions.
10. Prioritize a variety of tasks for quarter end and year-end processing and reporting.
11. Meet or exceed expectations with schedule adherence.
12. Meet or exceed productivity goals including case closure while balancing quality of each interaction.
13. Monitor pay planner and update scheduled payroll dates accordingly - Only PPS.
14. Attend internal meetings and huddles as scheduled.
15. Other duties as assigned.

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.

1. Bachelor’s degree preferred or 4 years equitable business experience required.
2. Proficient in business settings reading, writing, and speaking in both English and Spanish.
3. 1-2 years of multi-channel customer service experience.
4. 1-2 years of prior customer facing HCM or Paycor experience preferred.
5. Proven excellence in customer service and relationship building skills required.
6. Effective organizational skills proven in a fast-paced, service-oriented position.
7. Familiarity with HCM software, including the ability to troubleshoot software configurations.
8. Ability to interface with multiple departments, multi-task, think on your feet and work independently.
9. Strong interpersonal, verbal and written communication skills.
10. Excellent understanding of Operating Systems and MS Office products.
11. Prior experience transferring knowledge to others in training environment or virtually; utilizing online tools such as Zoom, Go To Meeting or Skype preferred.
12. Ability to effectively solve problems by balancing detailed questions with creative solutions.
13. Adherence to schedule and role assignments to ensure timely responses.

Paycor Total Rewards

We are proud to provide best-in-class benefits delivering a personal and professional experience that meets you where it matters most - the well-being of you and your loved ones.

Highlights include:

• A flexible virtual-first work philosophy.
• An initial equity award in Restricted Stock Units (RSUs) for all new Associates and ongoing award opportunities to participate in the value created through Paycor's growth.
• 401(k) with $.65 match for every dollar contributed up to 6% of eligible pay.
• Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special).
• Three medical plan options – including a $0 cost option and travel & lodging support to ensure access to medical care.
• Paid leave for birth parents, non-birth parents, elder caregivers, and military support.
• Sabbatical opportunities for tenured Associates.
• Employee Stock Purchase Plan, which enables you to buy PYCR stock at a 15% discount.
• Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges.

We also offer competitive compensation determined by each individual's relevant experience, skills, and education. We anticipate the base pay for this position to be between $16.05/hr-$25.70/hr. In addition to base pay, Paycor Associates are eligible for a performance-based annual bonus or commission, depending on their position. If your desired salary falls outside of these rates, we hope you'll still apply as there may be other positions that better align.

If you need assistance or an accommodation during the interview process due to a disability, please email us at [e-mail]. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.