Customer Service

Collabera Inc.; Northern (KY); Hybrid; USD 29,000 - 32,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Long-term disability insurance

Short-term disability insurance

Parking/Transit

Paid time off

Paid sick time

Paid vacation time

Paid parental leave

Paid holidays

Job summary

Collabera Inc. is seeking a customer experience professional to own the customer journey across online and offline touchpoints.

You will respond to inquiries promptly, collaborate with HR groups globally, and prioritize urgent resolutions with care and empathy. Requirements include a Bachelor’s degree or equivalent, strong English and Spanish communication skills, and the ability to work varied schedules with mandatory overtime during peak seasons.

Qualifications

• Bachelor’s degree preferred; no experience required if a degree is held.
• Fluency in English required; excellent spoken and written Spanish communication.
• Strong organizational skills; ability to manage multiple channels (phone, chat, email, appointments).

Responsibilities

• Address customer inquiries with timely, accurate, and professional responses across multiple channels.
• Collaborate with HR service center teams or HR groups globally to achieve resolutions.
• Identify at-risk customer relationships and initiate corrective actions with compassion.
• Capture customer feedback to drive improvements in team behavior and service processes.
• Meet or exceed schedule adherence and reliability standards.

Skills

Multi-channel support

HR systems

Relationship building

MS Excel

Workday

Salesforce

Spanish communication

English fluency

Overtime flexibility

Education

Bachelor’s degree preferred

Tools

MS Office suite

Excel

Workday

Salesforce

Job description

About the Role

This position is designed to exceed expectations by collaborating effectively, anticipating needs, driving resolutions, and serving with care, compassion, and confidence. The role requires taking ownership of the customer experience while maintaining composure in challenging situations. The ideal candidate will deliver a seamless customer experience both online and offline, demonstrating attentive communication skills with a focus on patience, accuracy, and empathetic listening.

Responsibilities

• Address customer inquiries with timely, accurate, and professional responses while managing multiple contact channels, prioritizing static (case management, outbound calls, and emails) and dynamic (inbound calls, chats, emails) tasks.
• Collaborate with HR service center team members or HR groups globally to achieve resolutions with a sense of urgency.
• Identify at-risk or distressed customer relationships and initiate corrective actions with compassion, utilizing available tools and resources, and escalating when necessary.
• Capture customer feedback to drive improvements in team behaviors and recommend enhancements to overcome service roadblocks.
• Meet or exceed standards for schedule adherence and reliability.

Education Qualification

• Bachelor’s degree preferred, particularly in a business-related field. No experience required if a degree is held.

Required Skills

• Strong organizational skills with the ability to handle multiple channels of incoming workload, including phone calls, chats, emails, and appointments.
• Proficiency in using a wide range of technology applications and a broad knowledge base of HR processes and programs.
• Ability to build strong relationships with peers and other HR groups and navigate numerous stakeholders.
• Experience with software such as MS Office Programs, especially Excel, and systems like Workday or Salesforce is highly preferred.
• Fluency in English is required, with excellent telephone, written, and verbal communication skills in Spanish.
• Flexibility to work varied schedules and mandatory overtime during peak seasons.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.

Pay Range:-

$21/hr to $23/hr