Bilingual Service Center Specialist II

Cox Enterprises

. Serve as part of the Employee Service Center team supporting more than 29,000 Cox Automotive employees in the United States and Canada .

Posted 9/18/2026full-timeOrlando • Florida • United StatesMid-LevelSenior💰 $20 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on problem-solving and critical thinking, while effectively managing inquiries across multiple communication channels. Proficient in leveraging technology, including AI tools, to enhance case resolution and maintain compliance with HR regulations.

Highest-signal resume keywords

Bilingual Fluency In English And SpanishCustomer Service ExperienceExperience With ServiceNowKnowledge Of Core HR SystemsAbility To Multitask In Fast-Paced Environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case ManagementProblem-SolvingCritical ThinkingAI Technology UtilizationHR Inquiries ResolutionDocumentation SkillsPerformance Metrics AdherenceHigh-Volume ProcessingTelephony Systems ExperienceData Privacy Compliance

Soft Skills

Excellent Communication SkillsCollaborationAdaptabilityTime ManagementTeamwork

Tools & Technologies

ServiceNowGenesys Cloud Contact CenterWorkdayOracleAbsence TrackerCoPilotUKGBomgar

Industry Keywords

Employee Service CenterHR RegulationsPII Security PolicyShared ServicesDiverse Employee Populations

Tech Stack

Tools & technologies

CloudOracleServiceNow

About the role

Key responsibilities & impact

Serve as part of the Employee Service Center team supporting more than 29,000 Cox Automotive employees in the United States and Canada
Deliver customer service through phone and digital channels, including chat and SMS
Independently manage incoming calls, emails, and digital communications
Create and document cases for all incoming inquiries
Strive for first-contact resolution by proactively identifying customer needs
Follow case management guidelines, including timely communication, accurate documentation, and effective resolution
Maintain ownership of cases and escalate time-sensitive or high-impact inquiries when appropriate
Respond to, resolve, and route customer inquiries efficiently
Research and resolve general HR, payroll, benefits, and leave-related inquiries
Follow up on open issues, keep customers informed, and close ServiceNow tickets upon resolution
Leverage AI technologies to create accurate call summaries and support case resolution
Provide online navigation assistance and use Bomgar to troubleshoot system-related issues
Stay current on local, state, and federal regulations, policy updates, and contract language
Protect confidential employee information in accordance with PII Security Policy and data privacy requirements
Support customers across four time zones and adhere to scheduled phone time
Meet or exceed SLAs, Quality Assurance standards, and performance metrics
Perform other duties as assigned

Requirements

What you’ll need

High school diploma/GED and 3 years’ experience in a related field
Alternative qualification: any level degree/certification beyond a high school diploma/GED and up to 1 year of experience; or 5 years’ experience in a related field
Bilingual written and verbal fluency in English and Spanish
Ability to multitask and meet deadlines with a high sense of urgency
Ability to adapt to changing priorities and anticipate customer and business needs
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
Customer service, problem-solving, and critical thinking capabilities
Comfort adopting new technology and supporting responsible, effective AI use
Must pass a pre-employment drug test
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
Preferred: Associate degree or bachelor’s degree
Preferred experience in shared services or high-volume processing environments
Preferred experience supporting diverse employee populations, including corporate, hourly, production, manufacturing, and union employees
Preferred experience with Genesys Cloud Contact Center Telephony
Knowledge of core HR systems; experience or certification in Workday, Oracle, ServiceNow, Absence Tracker, CoPilot, or UKG strongly preferred
Preferred ability to leverage AI features within ticketing, CRM, or knowledge systems

Benefits

Comp & perks

Hybrid work option with ability to work remotely part of the week
Minimum of sixteen hours of paid time off every month
Seven paid holidays throughout the calendar year
Bereavement leave
Time off to vote
Jury duty leave
Volunteer time off
Military leave
Parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Sick leave
Flexible vacation/wellness days and/or PTO
Potential additional compensation through commission and/or an incentive program
Reasonable accommodations for qualified applicants or employees with disabilities