Customer Service - Bilingual (Spanish)

Customer Service II - Bilingual (Spanish)

Location: Abbott Park, IL

Onsite Flexibility: Onsite

Contract Details

• Position Type: Contract
• Contract Duration: 7 months
• Pay Rate: $23.00 / Hour (USD)
• Shift / Schedule: 10:30 AM 7:00 PM during training (approximately 4 5 weeks); 7:00 AM 3:30 PM after training. Mandatory overtime is required seasonally.
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary

This role is empowered to surpass expectations by collaborating, anticipating, driving to resolution, and serving with care, compassion, and confidence. This role takes ownership of the customer experience and must maintain composure in difficult situations. Incumbent must demonstrate a stellar, seamless customer experience on and offline, coupled with attentive communication skills focused on patience, accuracy, and the ability to listen compassionately and interpret requests from customers. Incumbent is empowered to solve requests and challenges via exceptional customer service that is consistent, knowledgeable, and trusted. Incumbent must be able to communicate professionally and compassionately with HR colleagues around the world and translate solutions and answers to customers in a way that enhances the customer experience. Incumbent must be able to handle a high volume of requests with speed and accuracy. Incumbent must continuously strive to anticipate the needs of our customers.

Key Responsibilities

Responsibilities:

• Solve customer inquiries with timely, accurate, and professional replies while managing multiple contact channels and continually prioritizing among static (case management, outbound calls, and emails) and dynamic (inbound calls, chats, emails) work.
• Partner with other HR service center team members or HR groups around the world to drive to resolution. Work with a sense of urgency appropriate for conditions.
• Identify at-risk/in distress customer relationships and initiate corrective action with compassion through attentiveness to human need and utilizing available tools and resources and timely escalation.
• Identify and capture customer feedback and leverage opportunities to encourage and drive improvements in team behaviors. Identify "Roadblocks" to quality customer service and recommend improvements.
• Meet or exceed standards for both schedule adherence and reliability.

Complexity of Work:

• More complex queries (cost center changes, intake for mass transactions, reporting relationship changes; org chart clean up; more complex job changes, etc.).
• Some level of specialization, for example, local country HR programs and processes.

Job Priorities:

• Favors core Associate responsibilities
• Customer Contracts
• Cost Center Changes
• Intake of mass transactions
• Reporting Relationship changes
• Supervisory Organization Restructuring
• More complex job changes

Required Skills

• Strong organizational skills and handling multiple channels (phone calls, chats, emails, appointments) of incoming workload.
• The use of an extensive set of technology applications and a broad knowledge base of HR processes and programs.
• Strong relationships with peers and other HR groups; ability to navigate numerous stakeholders and complex organizations with a constant focus on collaboration.
• Strong knowledge of HR programs and processes to identify continuous improvement opportunities.
• Fluency in English and Spanish is required.
• Excellent telephone, written, and verbal communications skills in Spanish are necessary.
• Selected candidates must be able to work a flexible work schedule and be able to shift as per work demands.

Preferred Skills

• HR experience
• Workday or Zendesk experience is a plus.
• Software knowledge a plus: Microsoft Office Programs, especially Excel; Workday (or other system of record experience highly preferred); Salesforce (or other CRM experience highly preferred).

Education Requirements

• Bachelor's degree preferred. A college degree in any business-related field (no experience required if they hold a degree).

Benefits

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client

This client is a leading healthcare innovator with more than 140 years of history developing life-changing medical devices, diagnostics, nutritional products, and pharmaceuticals that reach patients in more than 160 countries. The organization operates across four major business segments medical devices, nutritional products, diagnostics, and established pharmaceuticals and employs biomedical engineers, clinical scientists, regulatory affairs specialists, and commercial operations professionals across its global network. A certified Great Place to Work, the organization is recognized for its inclusive culture and commitment to innovation, with 80 percent of employees reporting it is a great place to work, well above the national average.

About GTT

GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-11488

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