Bilingual Customer Service Representative

VIVA USA Inc; Illinois; On-site; USD 55,000 - 75,000; Full time

Job summary

VIVA USA Inc. is seeking a customer support oriented HR Services professional to manage multi-channel inquiries with accuracy and care. You will collaborate with HR groups worldwide to resolve requests and nurture positive customer relationships.

The role emphasizes excellent communication in English and Spanish, proficiency with HR systems (Workday, Zendesk, Salesforce), and the ability to handle high volumes with speed and accuracy. Flexibility for seasonal overtime may be required.

Qualifications

• Bachelor's degree preferred; business-related field.
• HR experience helpful; Workday or Zendesk a plus.
• Proficiency with MS Office; Excel emphasized.
• Fluency in English required; Spanish also valuable.

Responsibilities

• Solve customer inquiries via multiple channels with timely, accurate replies.
• Collaborate with HR teams worldwide to drive to resolution.
• Identify at-risk relationships and escalate with compassion.
• Capture feedback and drive improvements in service quality.
• Meet or exceed schedule adherence and reliability standards.

Skills

Organizational skills

Tech proficiency

Stakeholder management

HR programs knowledge

Education

Bachelor's degree

Tools

Workday

Zendesk

Salesforce

Job description

Description

This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence. This role takes ownership of the customer experience and must maintain composure in difficult situations.

Incumbent must demonstrate a stellar, seamless customer experience on and offline, coupled with attentive communication skills with a focus on patience, accuracy, and ability to listen compassionately and interpret requests from customers.

Incumbent is empowered to solve requests and challenges via exceptional customer service that is consistent, knowledgeable, and trusted.

Incumbent must be able to communicate professionally and compassionately with HR colleagues around the world and translate solutions and answers to customers in a way that enhances the customer experience.

Incumbent must be able to handle a high volume of requests with speed and accuracy.

Incumbent must continuously strive to anticipate the needs of our customers.

Responsibilities

• Solve customer inquiries with timely, accurate, and professional replies while managing multiple contact channels and continually prioritizing among static (case management, outbound calls, and emails) and dynamic (inbound calls, chats, emails) work.
• Partner with other HR service center team members or HR groups around the world to drive to resolution. Work with a sense of urgency appropriate for conditions.
• Identify at-risk/in distress customer relationships and initiate corrective action with compassion through attentiveness to human need and utilizing available tools and resources and timely escalation.
• Identify and capture customer feedback and leverage opportunities to encourage and drive improvements in team behaviors. Identify "Roadblocks" to quality customer service and recommend improvements.
• Meet or exceed standards for both schedule adherence and reliability.

COMPLEXITY OF WORK

More complex queries (cost center changes, intake for mass transactions, reporting relationship changes; org chart clean up; more complex job changes etc.). Some level of specialization, for example local country HR programs and processes.

CHANNELS

All intake channels

JOB PRIORITIES

• Favors core Associate responsibilities
• Customer Contracts
• Cost Center Changes
• Intake of mass transactions
• Reporting Relationship changes
• Supervisory Organization Restructuring
• More complex job changes

QUALIFICATIONS

Job Specifications

• Bachelor’s degree preferred. A college degree in any business related field (no experience required if they hold a degree)
• HR experience — Workday or Zendesk experience is a plus
• Software knowledge a plus: Microsoft Office Programs, especially Excel, Workday (or other system of record experience highly preferred), Salesforce (or other CRM experience highly preferred).
• Fluency in English is required; Spanish, fluency.
• Excellent telephone, written and verbal communications skills in Spanish necessary.
• Selected candidates must be able to work flexible work schedule and able to shift as per work demands. (mandatory overtime is required seasonally)

Required Skills

• Strong organizational skills and handling multiple channels (phone calls, chats, emails, appointments) of incoming workload.
• The use of an extensive set of technology applications and a broad knowledge base of HR processes and programs.
• Strong relationships with peers and other HR groups; ability to navigate numerous stakeholders and complex organizations with a constant focus on collaboration.
• Strong knowledge of HR programs and processes to identify continuous improvement opportunities

VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status