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Customer Care Specialist - Bilingual
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Nashville, Tennessee |
About this job
Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Using a computerized system, responds to customer inquiries in a call center environment.
***MUST BE AVAILABLE TO WORK ANY 8 HOUR SHIFT between the hours of 7AM-7PM M-F. MUST BE FLUENT IN BOTH ENGLISH AND SPANISH.***
Answer and respond to incoming calls from employees and former employees with questions about their benefits, including pension eligibility and payments.
Provide information and resolve any issues pertaining to these calls in a timely, courteous and professional manner
Perform, track and log all transactions performed related to Human Resources and/or Benefits processes.
Follow up on outstanding issues to ensure resolution, keep the customer informed on the status of research, close out case when complete.
Notify Technical Analyst and Team Manager of potential or recurring problems regarding issues and provide mitigation suggestions.
Understand, apply and communicate conceptual elements of Benefits and/or Human Resources rules, regulations and help other team members as requested.
Handle confidential information with sensitivity and discretion in accordance with Data Privacy requirements.
Adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume. Flexibility to support peak volume events throughout the year.
Respond to customer inquiries via email from the “Contact Us” feature
Attend all departmental meetings and training classes as required.
All other duties as assigned.
Special Requirements:
Proven ability to work independently in a team setting using established processes. Instructions required on new assignments only.
Strong computer skills with the ability to navigate multiple software applications at once to provide a positive customer experience
Ability to handle multiple tasks and prioritize while working in fast paced call center environment
English and Spanish fluency required
Excellent written and verbal communication skills required with an emphasis on customer service. This includes speaking with confidence, being clear and concise when interacting with customers, and providing information to a customer in a way that is easily understood.
Bachelor’s Degree preferred (will consider HS diploma or Associates with experience)
Essential experience includes at least two years of experience with benefits, human resources or payroll in a call center environment. Will also consider candidates with a minimum of 1 year of benefits experience and 5 years of call center experience.
Xerox Business Services, LLC is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by sending an e-mail to accommodations@xerox.com .
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If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Using a computerized system, responds to customer inquiries in a call center environment.
***MUST BE AVAILABLE TO WORK ANY 8 HOUR SHIFT between the hours of 7AM-7PM M-F. MUST BE FLUENT IN BOTH ENGLISH AND SPANISH.***
Answer and respond to incoming calls from employees and former employees with questions about their benefits, including pension eligibility and payments.
Provide information and resolve any issues pertaining to these calls in a timely, courteous and professional manner
Perform, track and log all transactions performed related to Human Resources and/or Benefits processes.
Follow up on outstanding issues to ensure resolution, keep the customer informed on the status of research, close out case when complete.
Notify Technical Analyst and Team Manager of potential or recurring problems regarding issues and provide mitigation suggestions.
Understand, apply and communicate conceptual elements of Benefits and/or Human Resources rules, regulations and help other team members as requested.
Handle confidential information with sensitivity and discretion in accordance with Data Privacy requirements.
Adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume. Flexibility to support peak volume events throughout the year.
Respond to customer inquiries via email from the “Contact Us” feature
Attend all departmental meetings and training classes as required.
All other duties as assigned.
Special Requirements:
Proven ability to work independently in a team setting using established processes. Instructions required on new assignments only.
Strong computer skills with the ability to navigate multiple software applications at once to provide a positive customer experience
Ability to handle multiple tasks and prioritize while working in fast paced call center environment
English and Spanish fluency required
Excellent written and verbal communication skills required with an emphasis on customer service. This includes speaking with confidence, being clear and concise when interacting with customers, and providing information to a customer in a way that is easily understood.
Bachelor’s Degree preferred (will consider HS diploma or Associates with experience)
Essential experience includes at least two years of experience with benefits, human resources or payroll in a call center environment. Will also consider candidates with a minimum of 1 year of benefits experience and 5 years of call center experience.
Xerox Business Services, LLC is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by sending an e-mail to accommodations@xerox.com .
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