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Title: Bilingual Contact Center Representative
Location: United States – Remote
Full-Time
OneSource Virtual (OSV) is the Workday partner that has helped more than 1,300 companies with everything from deployment to maintenance to payroll and moreall to make the day more doable. Founded in 2008, OSV pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday, delivering services with unparalleled choices, unwavering commitment, and uncompromising care. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. OneSource Virtual: let’s make the day more doable.
Position Summary/Objective
The Contact Center Representative is responsible for supporting the Benefit & Employee Services Team and utilizing Workday and Zendesk ticketing technologies. There may be language requirements for this position in addition to English. Fluency written/spoken in Spanish highly preferred.
Essential Functions/Duties/Responsibilities
- Provide professional and timely service to internal and external customers
- Effective communication skills via telephone, email and in-person
- Provide Workday platform navigation and access assistance to contact center requests.
- Support team goals for performance metrics and service level agreement statistics for all cases (written and verbal)
- Escalation of service delivery issues to on site Lead and Corporate contacts as appropriate
- Participate in ongoing training relative to the functional area
- Form strong partnerships within the department and organization
- Identify and document areas of improvement or innovation through process change or automation
- Meets or exceeds all performance standards
- Assumes other duties as assigned by Manager
Competencies
- Effective communication skills via telephone, email and in-person
- Must be willing to adapt and display positive attitude
- Ability to work independently and as part of a team
- Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace
- Maintain punctuality and adherence to set schedule with extra hours as needed
- Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues.
- Analytical skills; strong research and follow up skills
- Ability to multi-task
- Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace; maintain punctuality and adherence to set schedule with extra hours as needed; have solid research and follow-up skills
- Must be able to cope in fast-paced, demanding environment and manage sensitive, confidential issues
Supervisory Responsibility
This role does not have supervisory responsibilities
Qualifications and Experience
- HS Diploma required
- 1-2 years of customer service or related experience and/or training
- Must have ability to learn basic Employee Self Service functionality for Workday platform
- Proficient PC Skills (Microsoft Office, Outlook, HRIS, etc)
- See summary for language preferences
Preferred Skills
- Bachelor’s degree preferred
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