Damage Prevention Agent Bilingual (Spanish Fluency)

Paycom; Golden (CO); On-site; USD 24,000 - 34,000; Full time

Job summary

Paycom is seeking a Damage Prevention Agent Bilingual (Spanish Fluency) to manage inbound and outbound locate ticket requests and provide customer assistance. You will enter tickets, resolve inquiries, de-escalate issues, and document actions using ticketing systems.

The role emphasizes accurate data entry, professional communication, and adherence to performance metrics. The position requires at least a high school diploma, 2+ years in customer service, and strong English/Spanish communication.

Qualifications

• Minimum of a high school diploma or GED.
• Bilingual English/Spanish required, both spoken and written.
• 2+ years in customer service/call center environment.
• Ability to navigate CRM and ticketing systems with accuracy.

Responsibilities

• Process and enter Locate Ticket requests efficiently and accurately.
• Provide customer support and resolve inquiries or issues via phone or online.
• Troubleshoot problems and route complex cases to supervisors as needed.
• Maintain up-to-date ticket data and use software to document actions.
• Communicate empathetically, follow scripts, and meet quality metrics.

Skills

Bilingual English/Spanish

Customer service

Call center experience

Problem solving

Data entry

Attention to detail

Multitasking

Communication

Education

High School diploma or GED

Tools

HubSpot

Exactix

Five9

Smartsheet

Ticketing systems

Job description

# Damage Prevention Agent Bilingual (Spanish Fluency)Colorado 811 - Golden, CO 80403## OverviewSalary Range$21.00 - $21.00 HourlyEducation LevelHigh School or higherTravel PercentageNoneCategoryCustomer Service## Description**Department: Contact Center****Classification: Hourly/Non-Exempt****Under the Direct Supervision: Contact Center Supervisors and Contact Center Team Lead (as applicable)****Direct Reports: N/A****Position Overview:**A **Damage Prevention Agent Bilingual (Spanish Fluency)** acts as the primary contact for customers, handling inbound and outbound locate ticket requests and customer assistance calls to create locate request tickets, resolve related customer issues, answer inquiries, and provide relevant information. Key responsibilities include data entry and customer service utilizing locate ticket management system and other applicable software to document and initiate locate request, troubleshooting and answering customer questions, de-escalating complaints, and achieving performance metrics while delivering professional customer phone or online support as directed.**GENERAL RESPONSIBILITIES:*** **Customer Support:** Answering phone calls to process and enter Locate Ticket requests in an efficient and customer forward manner with a high degree of accuracy, handling service-related questions, complaints, or inquiries in a professional manner. Requests include handling demographic data, geographical map data, reading and general knowledge of location/areas in the State of Colorado, use and navigation of geographical maps and data mapping tools, and quality assurance of peer transactions. Strong professional customer service skills, robust software and technology usage skills, and proficient and professional verbal communication & grammar skills are required.* **Issue Resolution:** Troubleshooting issues and providing solutions, escalating complex issues to supervisors and management in alignment with company policy as necessary.* **Data Management:** Entering, updating, and maintaining accurate ticketing data and records within ticket and other systems as directed.* **Transaction Processing:** Handling new or modified locate requests and ticket updates.* **Communication:** Utilizing scripts and applying personal knowledge as outlined in training and directed by management to guide conversations while maintaining a positive, empathetic, and professional tone.* **Product Knowledge:** Maintaining up-to-date ticket management system, process, policy, and training knowledge of all relevant job duties, services, and policies.* **Other duties as assigned by management.****WORKING CONDITIONS:**Working conditions are company-directed and subject to change at any time. Workplace requirements/locations may be adjusted as deemed necessary by the Company at any time. All duties must be performed in Company approved work location. Company reserves the right to adjust work location, hours, and individual schedule as necessary without notice.* Indoor, in-office Contact Center, hybrid, or remote work environment as directed by Company.* Employee must agree to and have the ability to travel to and from the Company office in Golden, Colorado, as directed without prior notice and as requested for any reason including in-person, in-office meetings, training sessions, receiving or updating company materials and technology, resolving technical issues, receive or exchange equipment, coaching, or for any other reason as directed, with the immediate availability to travel to office location during emergency outages or other emergent situations as directed by Company.* Employee must permanently reside and work solely within the State of Colorado from Company approved work location.* Employee must be able to provide a clean, comfortable at-home work environment free from distractions and a self-provided high-speed internet connection with a minimum of forty (40) megabytes per second download and 10 megabits per second upload.* Extensive periods of sitting or standing at a desk and working on a computer.**GENERAL SHIFT WORK HOURS:**Typically, 8 core hours, ranging from 6 am to 3 pm, 7 am to 4 pm, or 8 am to 5 p.m. or as deemed necessary for shift work by the Company. Monday through Friday, with occasional evening, weekend, early hours, after hours and holiday shifts. Overtime during periods of high volume.## Qualifications**REQUIRED SKILLS AND QUALIFICATIONS:*** **Communication Skills:** Strong customer service skills, verbal communication and active listening skills, proactive problem-solving, and critical thinking skills.* **Technical Proficiency:** Ability to efficiently navigate ticketing systems, CRM software, phone systems, and other software platforms as directed.* **Soft Skills:** Patience, empathy, attention to detail, desire to help customers, and the ability to remain calm under pressure.* **Problem-Solving:** Ability to adjust under pressure, strong critical thinking skills to resolve customer issues effectively and accurately.**ADDITIONAL REQUIRED SKILLS AND QUALIFICATIONS:*** Ability to consistently apply procedural guidelines.* Ability to meet call handling quality and efficient metrics.* Proficient in use of keyboard, mouse, and multiple monitor arrangement* Ability to use Microsoft office accurately and effectively, HubSpot, Exactix, Five9, Smartsheet, and other required software applications as directed to perform daily tasks.* Ability to sit or stand while performing job duties for an entire shift with a minimum of unavailable time.* Dependable and punctual with minimal unscheduled absences unrelated to a reasonable accommodation or legally protected leave of absence* Ability to communicate in English and Spanish, both verbally and in writing, consistent with the essential functions of the position.**REQUIRED EXPERIENCE:*** Minimum of 2 years in customer service and customer interaction facing role* Call center experience preferred**REQUIRED EDUCATION:**Minimum of high school diploma or GED required