HR Service Center Specialist II - Customer-Focused

Cox Automotive; Orlando (FL); On-site; USD 28,000 - 41,000; Full time

Benefits offered by this job

Paid time off

Holidays

Job summary

Cox Automotive is seeking a Service Center Specialist II based in Atlanta, GA or Orlando, FL. You will handle high-volume HR inquiries for 29,000+ employees across the U.S. and Canada, delivering responsive support via phone, chat, and SMS. You’ll log cases, pursue first-contact resolution, and escalate when needed.

The role runs Monday–Friday, 9:30 am–6:30 pm EST, with a focus on accuracy, privacy, and professional service using AI-assisted tools to streamline workflows.

Qualifications

• High school diploma/GED with 3 years’ related experience, or an equivalent combination.
• Ability to multitask and meet deadlines with urgency.
• Adaptable to changing priorities and anticipate needs.
• Strong teamwork and collaboration.
• Excellent verbal and written communication.

Responsibilities

• Handle calls, emails, and chats to ESC; log cases and strive for first-contact resolution.
• Create and document tickets; follow case management guidelines and own each case.
• Escalate time-sensitive issues to Senior Specialists or Managers as needed.
• Research and resolve HR, payroll, benefits, and leave inquiries.
• Follow up on open issues and close tickets in ServiceNow after resolution.
• Leverage AI tools to summarize calls and improve ticket accuracy.
• Provide navigation assistance and use Bomgar to troubleshoot systems.

Skills

Customer service

Verbal and written communication

Multitasking

Problem-solving

Critical thinking

Bilingual English/Spanish

Education

High school diploma or GED

Associate degree

Bachelor's degree

Tools

Genesys Cloud

Workday

Oracle

ServiceNow

Absence Tracker

CoPilot

UKG

Job description

Cox Automotive is seeking a Service Center Specialist II based in Atlanta, GA or Orlando, FL. You will handle high-volume HR inquiries for 29,000+ employees across the U.S. and Canada, delivering responsive support via phone, chat, and SMS. You’ll log cases, pursue first-contact resolution, and escalate when needed.

The role runs Monday–Friday, 9:30 am–6:30 pm EST, with a focus on accuracy, privacy, and professional service using AI-assisted tools to streamline workflows.