Bilingual Service Center Specialist II

AutoTrader.com
Atlanta, Orlando
Workplace: HybridFull timeUSD 20.1 - 30.1 hourlyFunction: Solutions Engineering & Sales EngineeringSkills: ["Customer service","Problem-solving","Critical thinking","Communication","Multitasking"]

Serve as a first point of contact in the Employee Service Center, handling HR-related inquiries via phone and digital channels (chat/SMS). Log and manage cases, strive for first-contact resolution, and escalate time-sensitive issues appropriately. Research and resolve HR/payroll/benefits and leave questions, use tools like ServiceNow and Bomgar to troubleshoot, and generate AI-assisted call summaries while meeting SLA, quality, and performance targets.

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FursaFursa
AutoTrader.com
AutoTrader.com
4 days ago

Bilingual Service Center Specialist II

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Serve as a first point of contact in the Employee Service Center, handling HR-related inquiries via phone and digital channels (chat/SMS). Log and manage cases, strive for first-contact resolution, and escalate time-sensitive issues appropriately. Research and resolve HR/payroll/benefits and leave questions, use tools like ServiceNow and Bomgar to troubleshoot, and generate AI-assisted call summaries while meeting SLA, quality, and performance targets.
Location: Atlanta, Orlando
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Independently manage inbound calls, emails, and digital communications for the Employee Service Center using internal tools.
  • •Create, document, and manage ServiceNow tickets/cases, aiming for first-contact resolution and accurate case handling.
  • •Respond to, resolve, and route HR-related inquiries (including payroll, benefits, and leave) through research and proactive problem-solving.
  • •Escalate time-sensitive or high-impact inquiries to Senior Specialists, Supervisors, or Managers as appropriate.
  • •Use AI technologies to generate call summaries, assist resolution, troubleshoot system issues with Bomgar, and protect confidential employee information.

Pay and Benefits

Salary: USD 20.1 - 30.1 hourly
Perks:Paid LeavePaid HolidaysHealth InsuranceDentalVision401k

Key Requirements

  • •High school diploma/GED and 3 years’ experience in a related field (or alternate combinations such as up to 1 year with an additional degree/certification, or 5 years in a related field).
  • •Bilingual (written and verbal) in English and Spanish.
  • •Ability to multitask, meet deadlines, and prioritize effectively in a fast-paced environment.
  • •Strong customer service, problem-solving, and critical thinking skills with excellent verbal and written communication.
  • •Comfort adopting new technology, including responsible use of AI in daily tasks.
Skills:Customer serviceProblem-solvingCritical thinkingCommunicationMultitasking
Languages:EnglishSpanish
Tech Stack:ServiceNowBomgarGenesys Cloud Contact Center TelephonyWorkdayOracleAbsence TrackerCoPilotUKGCRMTicketingAI

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

AutoTrader.com
Operates a leading online marketplace for buying and selling new and used vehicles, connecting consumers, dealers, and automotive service providers with vehicle listings, pricing tools, reviews, and financing resources.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Atlanta, United States
Founded: 1997
WebsiteLinkedIn