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, 9:00 am EST to 6:00 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 time‑sensitive or high‑impact 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 leave‑related inquiries through proactive problem‑solving 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 system‑related issues, demonstrating self‑sufficiency 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 bachelor’s degree.
- Experience in a shared services or high‑volume processing environment, supporting both in‑person 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 (on‑premises 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, 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.
