Service Center Specialist II

Cox Automotive; Atlanta (GA); On-site; USD 28,000 - 41,000; Full time

Job summary

Cox Automotive in Atlanta, GA is seeking a Service Center Specialist II to join the Employee Service Center (ESC) and support more than 29,000 employees across the U.S. and Canada. You will handle inquiries via phone, chat, and SMS, aiming for first-contact resolution and accurate case documentation.

The role requires strong communication, problem-solving, and adherence to privacy policies, with a schedule Monday–Friday, 9:30 am–6:30 pm EST.

Qualifications

• High school diploma/GED and 3 years' related experience; or a degree with less experience.
• Ability to multitask and meet deadlines with a sense of urgency.
• Adaptable to changing priorities and able to anticipate needs.
• Demonstrated ability to manage competing demands in a fast-paced environment.
• Strong communication and teamwork.
• Excellent verbal and written communication skills.
• Experience with AI in daily tasks is a plus.

Responsibilities

• Manage incoming ESC inquiries via calls, emails, and chats, logging as tickets.
• Document cases and strive for first-contact resolution.
• Escalate time-sensitive inquiries to Senior Specialists when needed.
• Resolve HR, payroll, benefits, and leave queries through proactive problem-solving.
• Update customers and close ServiceNow tickets after resolution.
• Use Bomgar to troubleshoot system issues and guide customers.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Attention to detail

Adaptability

AI tools awareness

Education

Associate degree

Bachelor's degree

High school diploma / GED

Tools

Genesys Cloud

Workday

Oracle

ServiceNow

Absence Tracker

CoPilot

UKG

Bomgar

Job description

Cox Automotive is currently seeking a Service Center Specialist II to join our team in Atlanta, Georgia or Orlando, Florida.

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 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.
• 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.
• Bilingual (written and verbal) in English and Spanish.
• 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.

USD 20.10 - 30.10 per hour

Compensation

Hourly pay rate is in the range of $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 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.

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.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

EOE, including disability/vets