Service Center Specialist II

Cox Enterprises

. Manage incoming calls, emails, and digital communications to the Employee Service Center .

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

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service and problem-solving skills while managing inquiries related to HR, payroll, and benefits. Proficient in using case management tools and AI technologies to enhance communication and resolution efficiency.

Highest-signal resume keywords

Customer ServiceCase ManagementHR Systems KnowledgeBilingual English And SpanishAI Technology Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Case DocumentationProblem-SolvingCritical ThinkingMultitaskingTime ManagementQuality AssurancePerformance MetricsServiceNowWorkdayOracle

Soft Skills

Excellent CommunicationCollaborationAdaptabilityTeamworkUrgency

Tools & Technologies

Genesys Cloud Contact CenterBomgarAbsence TrackerCoPilotUKG

Industry Keywords

Employee Service CenterPII Security PolicyShared ServicesHigh-Volume ProcessingDiverse Employee Populations

Tech Stack

Tools & technologies

CloudOracleServiceNow

About the role

Key responsibilities & impact

Manage incoming calls, emails, and digital communications to the Employee Service Center
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 each case 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 efficient 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 according to PII Security Policy and data privacy requirements
Support customers across four time zones and remain flexible during fluctuating volume and peak demands
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 HS diploma/GED and up to 1 year of experience; or 5 years’ experience in a related field
Ability to multitask and meet deadlines with a high sense of urgency
Adaptable to changing priorities and able to 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
Comfortable adopting new technology and supporting responsible, effective AI use
Must clear a pre-employment drug test
Currently 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 a shared services or high-volume processing environment
Preferred: Bilingual written and verbal English and Spanish
Preferred: Experience supporting diverse employee populations, including corporate, hourly, production, manufacturing, and union employees
Preferred: Experience with Genesys Cloud Contact Center Telephony
Preferred: Knowledge of core HR systems; Workday, Oracle, ServiceNow, Absence Tracker, CoPilot, or UKG experience or certification strongly preferred
Preferred: Ability to leverage AI features within ticketing, CRM, or knowledge systems

Benefits

Comp & perks

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
Reasonable accommodations when requested by a qualified applicant or employee with disability