Service Center Specialist II - Military Veterans

The Service Center Specialist II works in the Employee Service Center as part of a dedicated team of HR professionals, serving over 33,000 Cox Automotive employees in the United States and Canada. The Service Center Specialist II is responsible for providing exceptional customer service via phone and other communication channels. The incumbent ensures that all inquiries are ticketed and supports and assists the customer. The Service Center Specialist II identifies if the customer inquiry needs to be elevated and assigns all items to the appropriate team or team member to ensure that customers receive assistance in a timely manner.  The Service Center Specialist II is the first point of contact for customer inquiries regarding HR related questions while demonstrating a high-level of support and customer service.

This role will be either 9am-6pm or 10am-7pm EST Monday-Friday.

• Handles all incoming calls, emails, and other communication channels into the ESC and utilizes internal tools to assist customer with inquiry or issue.

• Creates cases for all incoming inquiries to the ESC and strives to assist the customer with a first contact resolution.

• Follows case management guidelines around customer notification, resolution and documentation.

• Escalates time sensitive and/or high impact inquiries to a Senior Specialist, supervisor or manager.

• Respond, resolve and/or distribute customer inquiries to the appropriate team or team member for resolution.

• Responsible for responding and resolving general HR, payroll, benefit and leave inquiries.

• Follow up on outstanding issues to ensure resolution, keep customers informed on the status of research and closes Service Now ticket when complete if applicable.

• Provides online navigation assistance for customers and utilizes the Bomgar tool to effectively identify and resolve the problem.

• Keeps abreast of changes in local, state, and federal laws; changes policy and/or contract language as they pertain to the payroll function.

• Responsible for securing, safeguarding and keeping confidential employee information as required by our, “Personally Identifiable Information Security Policy” and all other company data privacy requirements.

• Position supports 4 time zones.  Must adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume. Flexibility is required to support peak volume events throughout the year.

• Adhere to Service Level Agreements, Quality Assurance expectations, and Performance Metrics.

• Performs other duties as assigned by management.

Minimum 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 in a related discipline and up to 1 year of experience; or 5 years’ experience in a related field

• Bilingual, Written and Verbal English and Spanish.

• Experience working in a shared services or high-volume processing environment with in-person and virtual resources.

• Ability to multi-task and meet deadlines with a high sense of urgency.

• Adaptable to changing circumstances and a strong ability to anticipate needs.

• Ability to be flexible & respond to varied demands while consistently prioritizing requests in a fast-paced environment.

• Commitment to quality and collaboration in a team-based environment.

• Excellent speaking and written communication skills.

• Demonstrated outstanding customer service, problem-solving, and critical thinking capability.

Preferred Qualifications:

• Associates/Bachelors degree + 1 year experience

• Experience with employee population comprised of corporate, hourly, production, manufacturing, and union workers.

• Experience with Genesys Cloud Contact Center Telephony preferred.

• Knowledge and training in core HR systems (on-premise and cloud) highly desirable; experience or certification in PeopleSoft, Workday, Oracle, ServiceNow, Absence Tracker, and Kronos preferred.