Job Description: Key Role Summary Auxiliary support is sought for a detail-oriented and customer-focused individual to join our dynamic team. As a key player in delivering exceptional business and customer service support, you will serve as a first point of contact, ensuring timely and effective resolution of inbound inquiries across multiple communication channels. Main Responsibilities - Deliver high-quality customer interactions. - Handle high volume inbound calls in a professional manner. - Follow specific communication guidelines and escalation protocols while handling calls by topic. - Identify customer and employee needs, clarify information as needed, research every issue, and provide solutions and/or alternatives for resolution. - Seize opportunities to educate customers on relevant offerings and portal functionality. - Build positive and professional relationships, and further impress customers by going the extra mile. - Must be able to communicate conversations through note taking and shorthand. - Maintain required documentation for client and employee calls within applicable systems. - Provides administrative support as needed. - Meet all agent KPIs including call efficiency, quality, quantity, and customer satisfaction scores. Required Skills and Qualifications - Bilingual English-Spanish (oral and written 90% or higher) C1 or above level required. - 2-3 years of prior Customer Service-Call Center oriented role experience required. - Ability to work well independently as well as a functional team member. - High school diploma or equivalent required. - Demonstrated experience in providing high levels of customer satisfaction and performance in a high transaction volume/high demand environment preferred. - Excellent computer skills and high proficiency in MS Office Suite required. Familiarity with HRIS and Ticketing Systems a plus. - Experience in Human Resources, Benefits, and/or Payroll fields preferred. Benefits - Adjust local schedule with resources supporting this position during Daylight Savings time changes in the USA Central Time Zone. - Ability to handle multiple assignments required. - Excellent verbal and written communication skills, along with demonstrated active listening skills. Note: Adapt to change and meet the changing demands of the work environment. Working knowledge of all customer service reports and systems organizational, analytical, and problem-solving skills are essential.