Basic Purpose

The Customer Service Support Associate Spanish (Missed Punches) is responsible for providing bilingual (Spanish/English) support to caregivers regarding timekeeping exceptions, missed punches, attendance discrepancies, and payroll-related inquiries. This role ensures timely resolution of issues impacting caregiver pay while delivering exceptional customer experience.

The associate serves as a key point of contact for Spanish-speaking caregivers, partnering with Operations, Scheduling, and Branch teams to investigate and resolve timekeeping issues accurately and within defined service levels.

Language Expertise

- Fluent verbal and written communication skills in both Spanish and English.
- Ability to effectively support Spanish-speaking caregivers and stakeholders.
- Ability to translate and explain timekeeping, payroll, attendance, and operational processes in a clear and professional manner.
- Strong cultural awareness and customer service orientation when interacting with diverse populations

Customer Service & Case Resolution

- Respond to caregiver inquiries related to missed punches, timecard corrections, and attendance exceptions.
- Investigate and resolve clock-in/clock-out discrepancies using designated systems and processes.
- Communicate professionally with caregivers, field staff, branch teams, and internal stakeholders.
- Ensure accurate documentation of cases, resolutions, and follow-up actions.
- Escalate unresolved issues within established service level agreements (SLAs).
- Provide timely updates to caregivers regarding the status of inquiries and resolutions.

Essential Function

- Handle inbound and outbound Spanish and English communications related to missed punches and timekeeping discrepancies.
- Review, investigate, and process timecard correction requests.
- Validate attendance records and identify payroll-impacting exceptions.




- Coordinate with caregivers, supervisors, branch teams, schedulers, and payroll partners to resolve discrepancies.
- Ensure all missed punch cases are resolved within established SLA timelines.
- Maintain accurate case documentation and updates within ATS.
- Support payroll processing by ensuring accurate time submission before payroll cutoffs.
- Educate caregivers on proper timekeeping procedures and attendance requirements.
- Identify recurring trends and recommend process improvements.
- Maintain quality standards and productivity metrics.
- Participate in team meetings, quality reviews, coaching sessions, and training programs.

Experience

- 13 years of experience in Spanish Customer Service, Contact Center Operations.
- Experience supporting Spanish-speaking customers required.
- Healthcare staffing, home care, workforce management, or payroll support experience preferred.
- Experience handling high-volume customer interactions and case management preferred.

Must have the ability to perform the essential functions of the job with or without reasonable accommodation.

QUALIFICATIONS

- Fluent in Spanish and English (written and verbal) Required.
- Strong customer service and problem-solving skills.
- Excellent communication and interpersonal skills.
- Solid attention to detail and data accuracy.
- Ability to manage multiple priorities in a fast-paced environment.
- Ability to maintain confidentiality and handle sensitive employee information.
- Experience with CRM systems, ticketing platforms,



workforce management systems, or payroll applications preferred.
- Proficiency in Microsoft Office Suite (Excel, Outlook, Teams, Word).

Education: Bachelor’s degree or equivalent, or equivalent combination of education and sufficient experience to successfully perform the essential functions of the job.

Critical Competencies For Success

- Self-motivated - The drive to work toward your goals, without influence from other people or situations
- Decision & Judgment - Must be a self-starter with the ability to make independent decisions and the judgment to know when to seek advice.
- Communication - Listening, presenting, and clearly expressing ideas in a written and oral format.
- Adaptability - Ability to manage competing demands and changing priorities.
- Planning & Organizing - Using time efficiently to prioritize workload and meet deadlines.
- Computer Proficient - Must be proficient in MS Office, utilizing search engines and social media sites, comfortable with posting jobs and conducting candidate searches and utilizing company databases.
- Teamwork & Accountability - Working towards common goals while being accountable for assigned tasks; be amicable and work well with others; willingness to assist colleagues when needed.
- Customer service focused - The desire to take care of needs and going above and beyond to fulfill those needs.

WORK CONDITIONS

- Must have the ability to work in a fast-paced, rapidly changing environment, while maintaining a calm demeanor during stressful situations.
- Must be able to work in a cubicle setting where distractions don’t interfere with completing job tasks and meeting metrics.
- Must be able to work a flexible schedule including weekend hours, as needed.
- The job is mostly sedentary with casual trips to the copier, scanner, etc.

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