Call Center & Mail Services Rep (Bilingual)

Are you looking to accelerate your career without having to hide your authentic self - a place where you can be you A career thats 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 others truest selves.

We understand that pursuing a new job is a big deal. Maybe youre afraid you wont fit in. Well heres 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 best life awaits.

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

We kindly ask that external recruiters agencies and search firms do not contact our hiring managers or employees directly regarding open positions. All candidate submissions must go through our official application process and must be made aware to our internal Talent Acquisition team to verify candidate ownership.

Unsolicited resumes or candidate profiles sent to OneDigital without a prior signed agreement will be considered the property of such cases OneDigital reserves the right to pursue and hire those candidates without any financial obligation to the agency or recruiter.

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.
• Associates 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 listen 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!