Customer Service/Call Center Representative II - CSCSR 25-23834

Job Title: Customer Service / Call Center Representative II (Bilingual – Spanish-English)
Location: San Antonio, TX 78249
Job Duration: 11+ months (Extension Possible)
Work Type: Hybrid (3 days onsite per week; subject to change based on business needs)
Shift: Monday to Friday | 08:00 AM – 05:00 PM
Pay Rate: $15/hour (W2)

Job Overview:

We are seeking a Bilingual Payroll & Customer Interaction Specialist to join a dynamic and collaborative Payroll and HR Shared Services (HRSS) team for one of our clients in the San Antonio area. This position focuses on providing Tier 2 support for payroll and timekeeping inquiries, particularly for Spanish-speaking employees and Time Administrators. The ideal candidate will have strong customer service skills, foundational payroll knowledge, and fluency in both English and Spanish.

Responsibilities:

• Respond to Tier 2 inquiries from Time Administrators and employees, primarily in Spanish.

• Research and resolve timekeeping and payroll-related issues, especially within the eTime system.

• Track and manage open Tier 2 cases using case management tools, ensuring proper follow-ups and escalations.

• Translate and communicate clearly in both Spanish and English to support a bilingual workforce.

• Assist in running payroll reports and post-payroll documentation (in English).

• Support payroll audits, maintain compliance, and help improve internal documentation and processes.

• Contribute to process enhancements and training initiatives within the team.

Qualifications:

Minimum Requirements:

• Bachelor’s degree or equivalent combination of education and experience.

• Minimum of 1 year of experience in payroll processing or HR shared services.

• Bilingual proficiency in Spanish and English (verbal and written).

• Previous experience in a customer-facing or support role.

Preferred Skills:

• Experience with payroll/HR systems such as Workday, SAP, or ADP.

• Familiarity with ServiceNow and eTime tools.

• Strong attention to detail and excellent organizational skills.

• Comfortable working in both independent and team-based environments.

Work Environment:

• Hybrid schedule: 3 days onsite per week (subject to increase depending on business needs).

• Supportive and collaborative team environment.

• Opportunities for process improvement and cross-functional collaboration.