Bilingual Service Center Specialist II

Company Cox Automotive - USA Job Family Group People Solutions Job Profile Service Center Specialist II Management Level Individual Contributor Flexible Work Option Hybrid - Ability to work remotely part of the week Travel % No Work Shift Day Compensation Hourly base pay rate is $20.10 - $30.10/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 candidates knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program. Job Description Cox Automotive is currently seeking a Bilingual Service Center Specialist II to join our team in Atlanta, Georgia or Orlando, Florida. The incumbent must be bilingual in English and Spanish. Job Summary: The Service Center Specialist II works in the Employee Service Center (ESC) as part of a dedicated team of HR professionals, serving more than 29,000 Cox Automotive employees in the United States and Canada. This role delivers exceptional customer service via phone and digital channels, including chat and SMS. The Specialist ensures all inquiries are logged as tickets, provides timely support, and determines when issues require escalation to ensure appropriate and efficient resolution. As the first point of contact for HR-related questions, the Service Center Specialist II consistently demonstrates professionalism, ownership, and a high standard of customer care. The schedule for this role is Monday Friday, 9:30 am EST to 6:30 pm EST. Your Role: Independently manages incoming calls, emails, and digital communications to the ESC, utilizing internal tools to support customers with inquiries or issues. Creates and documents cases for all incoming ESC inquiries, striving for first-contact resolution by proactively identifying needs during the initial interaction. Follows established case management guidelines, including timely communication, accurate documentation, and effective resolution practices, while maintaining ownership of each case. Uses sound judgment to escalate timesensitive or highimpact inquiries to Senior Specialists, Supervisors, or Managers when appropriate. Responds to, resolves, and/or routes customer inquiries efficiently, taking initiative to ensure issues are addressed promptly and thoroughly. Independently researches and resolves general HR, payroll, benefits, and leaverelated inquiries through proactive problemsolving and persistence. Proactively follows up on open issues, keeps customers informed of status, and closes ServiceNow tickets upon resolution. Leverages AI technologies to create accurate call summaries and support efficient case resolution, actively utilizing tools that enhance customer experience. Provides online navigation assistance and uses the Bomgar tool to identify and resolve systemrelated issues, demonstrating selfsufficiency in troubleshooting. Stays current on local, state, and federal regulations, policy updates, and contract language, proactively seeking information to ensure accurate guidance. Protects and safeguards confidential employee information in accordance with PII Security Policy and all data privacy requirements. Supports customers across four time zones, adheres to scheduled phone time, and remains flexible to meet fluctuating volume and peak demands. Meets or exceeds Service Level Agreements (SLAs), Quality Assurance standards, and performance metrics. Performs other duties as assigned, demonstrating flexibility and a proactive commitment to team success. 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 and up to 1 year of experience; or 5 years experience in a related field. Bilingual (written and verbal) in English and Spanish. Ability to multitask and meet deadlines with a high sense of urgency. Adaptable to changing priorities with the ability to anticipate customer and business needs. Demonstrated ability to manage competing demands in a fast-paced environment while maintaining appropriate prioritization. Strong commitment to quality, collaboration, and teamwork. Excellent verbal and written communication skills. Proven customer service, problem-solving, and critical thinking capabilities. Comfortable adopting new technology and supporting a culture where employees use AI responsibly and effectively in daily tasks. Preferred Qualifications: Associate degree or bachelors degree. Experience in a shared services or highvolume processing environment, supporting both inperson and virtual customers. Experience supporting diverse employee populations, including corporate, hourly, production, manufacturing, and union employees. Experience with Genesys Cloud Contact Center Telephony. Knowledge of core HR systems (onpremises and cloud); experience or certification in Workday, Oracle, ServiceNow, Absence Tracker, CoPilot, or UKG strongly preferred. Demonstrated ability to leverage AI features within ticketing, CRM, or knowledge systems to improve accuracy, reduce handle time, and enhance customer experience. Drug Testing To be employed in this role, youll 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. Benefits 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, and parental leave. About Us 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 individuals 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. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future. Cox brings together the worlds greatest minds to help breathe life into new possibilities and drive innovation for a better future. Thats why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the worlds biggest challenges. Our people love technology and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, theres no challenge too great for our pioneers. And theres no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.