Service Center Specialist II

Cox Enterprises; Orlando (FL); Hybrid; USD 28,000 - 41,000; Full time

Benefits offered by this job

Paid time off and holidays

Bereavement leave

Parental leave

Volunteer time off

Job summary

Cox Automotive is seeking a Service Center Specialist II to join our Employee Service Center (ESC) team, supporting 29,000+ employees across the US and Canada. You will handle inquiries via phone, chat, and SMS, document cases, and ensure timely resolutions while maintaining high customer care standards.

Role requirements include strong communication skills, ability to multitask, and experience with HR-related processes.

Qualifications

• High school diploma/GED and 3 years’ related experience or equivalent combinations.
• Ability to multitask and meet deadlines with urgency.
• Adaptable to changing priorities and anticipate needs.
• Demonstrated ability to manage competing demands in a fast-paced environment.
• Strong commitment to quality, collaboration and teamwork.
• Excellent verbal and written communication skills.
• Proven customer service, problem-solving and critical thinking abilities.
• Comfortable adopting new technology and AI in daily tasks.

Responsibilities

• Independently handles calls, emails, and digital communications to the ESC using internal tools.
• Creates and documents cases for all ESC inquiries, aiming for first-contact resolution.
• Follows case management guidelines with timely communication and accurate documentation.
• Escalates time-sensitive issues to Senior Specialists or Managers when needed.
• Responds to, resolves, and routes inquiries promptly and thoroughly.
• Resolves HR, payroll, benefits, and leave inquiries through proactive problem-solving.
• Follows up on open issues and closes tickets after resolution in ServiceNow.
• Uses AI to create accurate call summaries and improve efficiency.
• Uses Bomgar to identify and resolve system issues and demonstrates independent troubleshooting.
• Keeps up to date with local, state, and federal regulations and contract language.
• Protects confidential employee information per privacy policies.

Skills

Multitasking

Adaptability

Prioritization

Communication skills

Customer service

Problem solving

Teamwork

Education

High school diploma/GED

Associate degree

Bachelor’s degree

Tools

Genesys Cloud

Workday

Oracle

ServiceNow

Absence Tracker

CoPilot

UKG

Job description

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 %

Yes, 5% of the time

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 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.

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 upscale 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-solution 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.

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.

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 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.

EOE, including disability/vets

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.