Bilingual Contact Center Representative at OneSource Virtual - REMOTE JOB, Full-Time

OneSource Virtual
Remote
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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