Bilingual (Spanish/English) Service Center Specialist II
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About The Position
Cox Automotive is currently seeking a Bilingual (Spanish/English) Service Center Specialist II to join our dedicated team in Orlando, Florida or Atlanta, Georgia. This role is integral to the Employee Service Center (ESC), which serves over 33,000 employees across the United States and Canada. The Service Center Specialist II is responsible for delivering exceptional customer service through various communication channels, including phone and email. The incumbent will ensure that all inquiries are properly ticketed and will assist customers by identifying the need for escalation when necessary. This position serves as the first point of contact for HR-related inquiries, requiring a high level of support and customer service. In this role, you will handle all incoming communications to the ESC, utilizing internal tools to assist customers with their inquiries or issues. You will create cases for all incoming inquiries and strive for first contact resolution. Following established case management guidelines, you will notify customers of resolutions and document all interactions. Time-sensitive and high-impact inquiries will be escalated to senior specialists or management as needed. You will be responsible for responding to general HR, payroll, benefits, and leave inquiries, ensuring that all outstanding issues are followed up on and resolved in a timely manner. Additionally, you will provide online navigation assistance and utilize tools like Bomgar to effectively identify and resolve problems. The Service Center Specialist II must stay informed about changes in local, state, and federal laws that affect payroll functions and must adhere to the company's data privacy requirements. This position supports four time zones and requires flexibility to accommodate peak volume events throughout the year. You will be expected to adhere to Service Level Agreements, Quality Assurance Expectations, and Performance Metrics while performing other duties as assigned by management. The work schedule for this role is Monday to Friday, from 9:00 am to 6:00 pm EST.
