Primary Job Title:
Customer Service Representative II - Bilingual
Alternate/Related Job Titles:
Bilingual Customer Service Representative
HR Service Center Representative
Bilingual HR Support Specialist
Customer Experience Specialist
HR Operations Support Representative
Location:
Abbott Park, IL, USA
Onsite Flexibility:
Onsite
Contract Details:
Job Summary
The Customer Service II - Bilingual role is empowered to surpass expectations by collaborating, anticipating needs, driving to resolution, and serving with care, compassion, and confidence. This position takes ownership of the customer experience and maintains composure in difficult situations while delivering a stellar, seamless experience both on and offline.
The incumbent must demonstrate attentive communication skills, patience, accuracy, and the ability to listen compassionately and interpret customer requests. This role is responsible for handling a high volume of inquiries with speed and accuracy while continuously striving to anticipate customer needs.
Key Responsibilities
Solve customer inquiries with timely, accurate, and professional replies while managing multiple contact channels including inbound calls, chats, emails, outbound calls, and case management.
Partner with HR service center team members and HR groups globally to drive resolution.
Identify at-risk or distressed customer relationships and initiate corrective action with compassion and timely escalation.
Capture customer feedback and identify roadblocks to quality service; recommend improvements.
Meet or exceed schedule adherence and reliability standards.
Handle more complex queries such as cost center changes, intake for mass transactions, reporting relationship changes, supervisory organization restructuring, org chart clean-up, and complex job changes.
Work with urgency appropriate to business conditions.
Required Experience
Experience handling high-volume customer service environments.
Ability to manage multiple intake channels (phone, chat, email).
Strong knowledge of HR processes and programs.
Ability to navigate numerous stakeholders within complex organizations.
Fluency in English required.
Excellent telephone, written, and verbal communication skills in Spanish.
Ability to work a flexible schedule, including seasonal mandatory overtime.
Nice-to-Have Experience
Bachelor’s degree preferred but not required.
Experience with Microsoft Office programs (especially Excel).
Workday or other system of record experience (highly preferred).
Salesforce or other CRM experience (highly preferred).
Spanish bilingual fluency highly preferred.
Required Skills
Preferred Skills
Workday or HRIS Systems
Salesforce or CRM Platforms
Organizational & Stakeholder Management
Continuous Improvement Identification
Additional Skills from Original Description
Case management
Reporting relationship changes processing
Supervisory organization restructuring
Cost center adjustments
SLA adherence
Compassionate escalation handling
Benefits:
About the Client:
Healthcare innovator dedicated to improving lives worldwide through medical devices, diagnostics, nutrition products, and branded generics. The organization develops groundbreaking technologies that address critical healthcare challenges and empower people to live healthier lives globally.
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: 26-01636
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