Call Center & Mail Services Rep (Bilingual)

Bilingual Call Center Agent & Mail Services Rep

Are you looking to accelerate your career without having to hide your authentic self - a place where you can be you? A career that's making a bigger impact on the world? At OneDigital, we are on a mission to help people do their best work and live their best lives. From the services we offer to the way we show up for each other each day, we are fueling dreams, achieving big goals, and embracing each other's truest selves.

We understand that pursuing a new job is a big deal. Maybe you're afraid you won't fit in. Well, here's the good news. For us, the days of "fit in to get in" are over and being different is not a barrier to getting ahead. Greatness comes in all shapes, sizes, colors, and experience levels. If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, give us a shot. Your best life awaits.

Must be eligible to work in the United States without the need for work visa or residency sponsorship.

Our Newest Opportunity:

Essential Duties and Responsibilities:

The Bilingual Call Center Agent & Mail Services Rep serves as a dual-function team member within the Resourcing Edge Voice Services team at OneDigital. This on-site, full-time role combines bilingual (English/Spanish) inbound and outbound client support with daily mail operations, including sorting, scanning, labeling, and uploading correspondence. The Specialist plays a critical role in delivering responsive, high-quality service to PEO clients while ensuring accurate and timely processing of all incoming mail and documentation.

Voice Services Bilingual Call Support

• Handle inbound and outbound calls in both English and Spanish, providing professional and empathetic client service.
• Serve as a primary point of contact for PEO clients and worksite employees on HR, payroll, and benefits inquiries.
• Navigate and manage cases using Dialpad (phone platform) and Salesforce (CRM).
• Process and update client records with accuracy across systems including Prism, iSolved, and UKG.
• Adhere to call handling standards, quality benchmarks, and service level agreements (SLAs).
• Escalate complex issues to senior team members or appropriate departments as needed.
• Maintain detailed and accurate case notes in Salesforce following each client interaction.

Mail Operations Document Services

• Sort, organize, and process all incoming mail in accordance with established procedures.
• Scan and label documents with accuracy, applying correct naming conventions and categorization.
• Upload scanned documents to BOX (cloud file storage), ensuring proper folder structure and version control.
• Process check deposits using the in-office check scanner; maintain accurate deposit logs.
• Prepare and ship original mail documents to the Rockwall, TX processing center per established timelines.
• Maintain a clean, organized, and secure mail processing workspace.
• Flag and escalate urgent, sensitive, or misdirected mail to appropriate team leads.

Qualifications, Skills and Requirements:

• Bilingual fluency in English and Spanish written and verbal (required).
• High school diploma or GED equivalent.
• 1+ year of customer service, call center, or administrative experience.
• Proficiency with computer-based tools; comfortable learning new software platforms.
• Strong organizational skills with high attention to detail.
• Ability to manage multiple tasks simultaneously in a fast-paced, on-site environment.
• Reliable attendance and punctuality this is a fully on-site role.

Preferred

• Experience with Dialpad, Salesforce, Prism, iSolved, or UKG.
• Prior experience in a PEO, HR services, or payroll environment.
• Familiarity with document management platforms (e.g., BOX, SharePoint).
• Experience with check scanning or mail processing equipment.
• Associate's degree or higher in Business, Communications, or a related field.

Physical Work Environment

• Primarily sedentary with regular use of phone, computer, and office equipment.
• Frequent handling of mail and documents; occasional lifting of mail bins up to 20 lbs.
• On-site position remote work is not available for this role.
• Standard office environment with occasional exposure to mail processing equipment.

The ideal Customer Service Specialist for this position tends to perform in a consistent manner, demonstrate patience, develop specialized skills, objective thinker, have a desire to help others, and be a good listener. In addition, this profile pays attention to directives, standards, and details; they think analytically, work independently, are diplomatic with people, use subtle or indirect approaches to conflict; they check for accuracy and use systematic approaches to situations or activities. This profile is extremely curious and creative.

This position description is not intended to be all-inclusive, but to provide a general scope of the person and the position, outlining the primary responsibilities, reporting structure, and knowledge/strengths/abilities required to succeed. It is not a contract.

OneDigital is an equal opportunity employer. Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals.

OneDigital provides equal employment opportunities to all employees and applicants for employment regardless of their: veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law (collectively, "protected characteristics"). A copy of the Federal EEO poster is linked here.

Pursuant to local Fair Chance Ordinances, we will consider qualified applications with arrest or conviction records for employment. For applicable candidates, the following ordinances are linked here to inform you of your rights as an applicant:

City and County of San Francisco

City of Los Angeles

County of Los Angeles

Employment decisions shall comply with all other applicable federal, state and city/county laws prohibiting discrimination in employment. OneDigital complies with all criminal history inquiry [or 'ban the box'] laws in California, Connecticut, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New Mexico, Oregon, Rhode Island, Vermont and Washington.

In short, we believe in hiring the most qualified applicant for the position, regardless of background.

This posting will remain live while OneDigital is actively accepting applications. Once candidates have been selected, the posting will be removed.

OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence [AI] technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience. However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow.

If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you.

Thank you for your interest in joining the OneDigital team!