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The Role
Cox Automotive is currently seeking a Bilingual Service Center Specialist II to join our team in Atlanta, Georgia or Orlando, Florida. The incumbent must be bilingual in English and Spanish.
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
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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Retirement Support — Retirement contributions include an enhanced 401(k) with an automatic company contribution plus a dollar‑for‑dollar match, administered by Vanguard. Financial coaching resources and a student‑debt platform integrated with the plan further strengthen long‑term savings support.
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Healthcare Strength — Healthcare coverage offers multiple medical plan options with in‑network preventive care covered at no charge, plus no‑cost virtual mental‑health visits for plan members and access to Calm, Hinge Health, Oshi Health, and a specialty‑medication savings program. Recent enhancements also include supports for menopause and digestive health.
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Parental & Family Support — Family supports include flexible PTO, paid parental leave, fertility coverage via Progyny, adoption assistance, and Care.com access with backup care. Additional resources like Milk Stork and virtual counseling for kids and teens reinforce whole‑family care.
Cox Enterprises Insights
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The Company
What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking. Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more. As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront. Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
Typical time on-site:
Flexible
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