Call Support & Mail Services Rep (Bilingual)

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.

Responsibilities

• 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.

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 Qualifications

• 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.