Cost 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? 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.

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.

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.

About the Ideal Candidate

The ideal Customer Service Specialist for this position tends to perform in a consistent manner, demonstrate patience, develop specialized skills, think objectively, have a desire to help others, and be a good listener. This profile pays attention to directives, standards, and details; they think analytically, work independently, are diplomatic with people, and 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.