Bilingual Service Center Specialist II
Core
HR Service Center Specialist providing phone, chat, and SMS support for 29,000+ employees on HR, payroll, benefits, and leave inquiries.
Role type
Individual Contributor Service Center Specialist
Builds
HR support via digital channels and phone
Domain
Human Resources / Shared Services
Deliverable
client delivery
Required skills
Bilingual English/Spanish, case management, ticketing systems, HR policy knowledge, AI tool usage, system troubleshooting
Preferred skills
Workday/Oracle/ServiceNow/Absence Tracker/UKG experience, Genesys Cloud Contact Center, high-volume shared services environment
Technologies
ServiceNow, Bomgar, Genesys Cloud, AI tools
Responsibilities
Manage incoming calls, emails, and digital communications; create and document cases; escalate time-sensitive inquiries; resolve HR/payroll/benefits/leave issues; follow up on open issues and close tickets; provide online navigation assistance and troubleshoot system issues; stay current on regulations and policy updates; protect confidential employee information.
Seniority
Mid-level Individual Contributor
