Company

Cox Automotive - USAPeople SolutionsService Center Specialist IIIndividual ContributorHybrid - Ability to work remotely part of the weekYes, 5% of the timeDay

Compensation

Hourly base pay rate is $19.18 - $28.80/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Cox Automotive is currently looking for a Bilingual (Spanish/English) Service Center Specialist II to join our team in Orlando, Florida or Atlanta, Georgia.

Job Summary: 

The Service Center Specialist II works in the Employee Service Center (“ESC”) as part of a dedicated team of HR professionals, serving over 33,000 Cox Automotive employees in the United States and Canada. The Service Center Specialist II is responsible for providing exceptional customer service via phone and other communication channels. The incumbent ensures that all inquiries are ticketed and supports and assists the customer. They identify if the customer inquiry needs to be elevated and assign all items to the appropriate team or team member to ensure that customers receive assistance in a timely manner. The Service Center Specialist II is the first point of contact for customer inquiries regarding HR-related questions while demonstrating a high-level of support and customer service.

The schedule for this role is Monday – Friday, 9:00 am EST to 6:00 pm EST.

Your Role:

• Handles all incoming calls, emails, and other communication channels into the ESC and utilizes internal tools to assist customers with inquiries or issues.

• Creates cases for all incoming inquiries to the ESC and strives to assist the customer with a first contact resolution.

• Follows case management guidelines around customer notification, resolution and documentation.

• Escalates time sensitive and/or high impact inquiries to a Senior Specialist, supervisor or manager.

• Responds, resolves and/or distributes customer inquiries to the appropriate team or team member for resolution.

• Responsible for responding and resolving general HR, payroll, benefit and leave inquiries.

• Follows up on outstanding issues to ensure resolution, keeps customers informed on the status of research and closes Service Now ticket when complete (if applicable).

• Provides online navigation assistance for customers and utilizes the Bomgar tool to effectively identify and resolve the problem.

• Keeps abreast of changes in local, state, and federal laws; changes policy and/or contract language as they pertain to the payroll function.

• Responsible for securing, safeguarding and keeping confidential employee information as required by our “Personally Identifiable Information Security Policy” and all other company data privacy requirements.

• Position supports 4 time zones. Must adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume. Flexibility is required to support peak volume events throughout the year.

• Adhere to Service Level Agreements, Quality Assurance Expectations, and Performance Metrics.

• Performs other duties as assigned by management.

Qualifications:

• High school diploma/GED and 3 years’ experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; or 5 years’ experience in a related field. 

• Bilingual, Written and Verbal English and Spanish.

• Ability to multi-task and meet deadlines with a high sense of urgency.

• Adaptable to changing circumstances and a strong ability to anticipate needs.

• Ability to be flexible and respond to varied demands while consistently prioritizing requests in a fast-paced environment.

• Commitment to quality and collaboration in a team-based environment.

• Excellent speaking and written communication skills.

• Demonstrated outstanding customer service, problem-solving, and critical thinking capability.

Preferred Qualifications:

• Associate degree or bachelor’s degree.

• Experience working in a shared services or high-volume processing environment with in-person and virtual resources.

• Experience with employee population comprised of corporate, hourly, production, manufacturing, and union workers.

• Experience with Genesys Cloud Contact Center Telephony.

• Knowledge and training in core HR systems (on-premises and cloud); experience or certification in PeopleSoft, Workday, Oracle, ServiceNow, Absence Tracker, and Kronos.

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.