Bilingual Customer Advocate - Spanish - (Remote)

At Paycor, ambition meets opportunity

Paycor's HR software is purpose-built for leaders and modernizes people management. We help our customers build winning teams and great places to work. Paycor’s culture is the key driver of our success. Every day, our associates find new ways to add value and progress toward audacious goals. We celebrate wins and share the wealth with a high performance-centric culture that empowers talented people to try new roles, innovate and experiment, and follow their passions.

How you'll add value

At Paycor, our Customer Advocates, Bilingual demonstrate success with establishing and maintaining positive working relationships with customers and peers. They must possess a passion for providing world-class service, be independently driven in our virtual first environment, can learn new systems and/or enhanced functionality within an existing system, and be agile and flexible in a fast-paced environment. The Customer Advocates, Bilingual will work through our English and Spanish queues to help support and empower our customers as they come to us seeking guidance in navigating our products. They are also expected to act as an advocate for Paycor by ensuring that our customers receive top notch service every time. Launching a career at Paycor as a Customer Advocate, Bilingual allows for meaningful and challenging work that sets associates up for elevated career growth and advancement.

Duties and Cor Responsibilities

• Support English and Spanish customer interactions performing basic functions within the Perform application in a team setting in a contact center environment
• Work as a member of a team and able to work in a telephone queue environment, while managing project tasks to completion.
• Act as a front-line triage by taking ownership and troubleshooting the more time sensitive, urgent and less complex issues by developing solutions to English and Spanish customer questions
• Support English and Spanish customers as an advocate by educating and counseling them on procedures to eventually enable self-sufficient system usage
• Monitor the Perform system and proactively identify actions needed to correct issues as they arise
• Expected to identify and troubleshoot appropriate next steps for more complex cases that require research, then route them to the appropriate party
• Follow defined process to escalate items as needed
• Document and manage cases within applicable systems by reviewing, updating, and closing daily
• Leverage resources for troubleshooting solutions to client questions
• Prioritize a variety of tasks for quarter end and year-end processing and reporting
• Must be able to meet or exceed expectations with schedule adherence
• Meet or exceed productivity goals including case closure while balancing quality of each interaction
• Monitor pay planner and update scheduled payroll dates accordingly - Only PPS
• Attend internal meetings and huddles as scheduled
• Other duties as assigned
  
  

Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required.

• Bachelor’s degree preferred or 4 years equitable business experience required
• Proficient in business settings reading, writing, and speaking in both English and Spanish
• 1-2 years of multi-channel customer service experience
• 1-2 years of prior customer facing HCM or Paycor experience preferred
• Proven excellence in customer service and relationship building skills required
• Effective organizational skills proven in a fast-paced, service-oriented position
• Familiarity with HCM software, including the ability to troubleshoot software configurations
• Ability to interface with multiple departments, multi-task, think on your feet and work independently
• Strong interpersonal, verbal and written communication skills
• Excellent understanding of Operating Systems and MS Office products
• Prior experience transferring knowledge to others in training environment or virtually; utilizing on-line tools such as Zoom, Go To Meeting or Skype preferred
• Ability to effectively solve problems by balancing detailed questions with creative solutions
• Project management experience preferred
• Adherence to schedule and role assignments to ensure timely responses
• Leading the way with best-in-class benefits.
  
  

Take Care of Each Other is one of our Guiding Principles and it’s something we actively pursue through the benefits we offer. We are dedicated to delivering a great personal and professional experience with exceptional benefits to support your wellbeing and the wellbeing of your family.

Highlights Include

A flexible virtual-first work philosophy

An initial equity award in Restricted Stock Units (RSUs) for all new Associates and on-going award opportunities to participate in the value created through Paycor's growth

401(k) with $.65 match for every dollar contributed up to 6% of eligible pay

Generous paid time off in addition to 10 paid holidays (including YOUR Holiday to celebrate a day or holiday you hold special)

Three medical plan options – including a $0 cost option and travel & lodging support to ensure access to medical care

Paid leave for birth parents, non-birth parents, elder caregivers, and military support

Sabbatical opportunities for tenured Associates

Employee Stock Purchase Plan, which enables you to buy PYCR stock at a 15% discount

Inclusive and accessible Employee Assistance Program (EAP) to help with everyday challenges

We also offer competitive compensation determined by each individual's relevant experience, skills, and education. In addition to base pay, Paycor Associates are eligible for either a performance-based annual bonus or commission, depending on the position. If your desired salary falls outside of these rates, we hope you'll still apply as there may be other positions that better align.

If you need assistance or an accommodation during the interview process due to a disability, please email us at interviewaccommodations@paycor.com . This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.