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Building a better future for this generation and the next.
The Role
Provide bilingual (English/Spanish) HR service center support via phone, chat, email and SMS for employees; create and manage ServiceNow tickets, use AI and Bomgar for call summaries and troubleshooting, escalate complex issues, resolve HR/payroll/benefits/leave inquiries, meet SLAs and QA standards, and protect employee PII.
Summary Generated by Built In
Cox Automotive is currently seeking a Bilingual Service Center Specialist II to join our team in Atlanta, Georgia or Orlando, Florida. Fluency in both English and Spanish is required for this role.
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:
Qualifications:
Preferred Qualifications:
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
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.
- 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.
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
Skills Required
- High school diploma/GED with 3 years' related experience (or alternate combinations listed)
- Bilingual (written and verbal) in English and Spanish
- Ability to multitask and meet deadlines with a high sense of urgency
- Adaptability to changing priorities and anticipation of customer/business needs
- Ability to manage competing demands in a fast-paced environment while prioritizing appropriately
- 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 responsible, effective use of AI
- Experience using Bomgar (remote support) to identify and resolve system-related issues
- Experience or ability to create and close ServiceNow tickets and follow case management guidelines
- Associate or bachelor's degree
- Experience in a shared services or high-volume processing environment
- Experience supporting diverse employee populations including union and hourly employees
- Experience with Genesys Cloud Contact Center Telephony
- Knowledge or certification in Workday, Oracle, ServiceNow, Absence Tracker, CoPilot, or UKG
- Demonstrated ability to leverage AI features within ticketing, CRM, or knowledge systems
What the Team is Saying
Belinda
Manager of Network Automation
Tonya
Director of Agile Delivery
Chris
Manager of Engineering Support & Delivery
John Chapman
National Client Sales Director, Cox Automotive
Kib Yahyehyrab
Audit Analysis, Cox Enterprises
Jenny Arias
Marketing & Events Assistant, Cox Farms
Cox Enterprises Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage is positioned as robust with multiple medical plan options (PPOs and an HSA‑eligible HDHP), in‑network preventive care at 100%, and expanded mental health and virtual care access. Specialized offerings such as fertility benefits, gender‑affirming care, and wellness programs (e.g., Calm, FitnessOnDemand, Hinge Health) further bolster breadth.
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Retirement Support — The 401(k) program features an enhanced employer contribution for most newer hires—dollar‑for‑dollar matching up to 6% and an automatic 2% contribution after 90 days, with legacy formulas for earlier hire dates. Financial tools and student‑debt support via Candidly deepen long‑term savings support.
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Parental & Family Support — Paid parental leave of eight weeks, adoption assistance (up to $5,000 per adoption), and resources like backup care and childcare discounts are highlighted. Family‑building and caregiving supports (e.g., fertility coverage, Milk Stork, Care.com access) are emphasized across materials.
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The Company
What We Do
Cox Enterprises is a family-owned enterprise spanning 125+ years of innovation. Through our diverse network of businesses, our people are shaping the future with bold thinking, cutting-edge technology and an unwavering commitment to doing what’s right. Across a range of industries — including automotive, agriculture, cleantech, journalism and more — we’re building a better future for this generation and the next. Make your mark at Cox!
Why Work With Us
Founded in 1898, Cox Enterprises is a community of kind, grounded individuals who work together to drive positive change across vital industries. At Cox, employees experience meaningful work, great benefits, work-life balance and a supportive team environment, plus ample opportunities for career growth across our family of businesses.
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Cox Enterprises Teams
Cox Enterprises Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
Flexible
