Service Center Specialist II

AutoTrader.com
Atlanta, Orlando
Workplace: HybridFull timeUSD 20.1 - 30.1 hourlyFunction: Solutions Engineering & Sales EngineeringExperience: 3+ yearsSkills: ["Multitasking","Urgency","Adaptability","Customer service","Problem-solving","Critical thinking","Teamwork","Communication"]

Serve as a first point of contact in Cox Automotive’s Employee Service Center, handling HR-related inquiries via phone and digital channels (chat/SMS). You’ll create and manage ServiceNow cases, aim for first-contact resolution, escalate time-sensitive issues, and provide guidance on HR, payroll, benefits, and leave. The role uses tools such as Bomgar and AI-assisted call summaries, supports multi-time-zone coverage, and meets SLAs and quality metrics.

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FursaFursa
AutoTrader.com
AutoTrader.com
3 days ago

Service Center Specialist II

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Serve as a first point of contact in Cox Automotive’s Employee Service Center, handling HR-related inquiries via phone and digital channels (chat/SMS). You’ll create and manage ServiceNow cases, aim for first-contact resolution, escalate time-sensitive issues, and provide guidance on HR, payroll, benefits, and leave. The role uses tools such as Bomgar and AI-assisted call summaries, supports multi-time-zone coverage, and meets SLAs and quality metrics.
Location: Atlanta, Orlando
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Independently manage incoming calls, emails, and digital communications to the Employee Service Center (ESC).
  • •Create, document, and maintain ServiceNow tickets, aiming for first-contact resolution with accurate, timely updates.
  • •Resolve and/or route HR-related inquiries (general HR, payroll, benefits, and leave) and proactively follow up on open issues.
  • •Escalate time-sensitive or high-impact inquiries to Senior Specialists, Supervisors, or Managers when appropriate.
  • •Use Bomgar for system-related issue troubleshooting and leverage AI technologies to create accurate call summaries while meeting SLA, quality, and performance metrics.
Travel: Low travel

Pay and Benefits

Salary: USD 20.1 - 30.1 hourly
Perks:Health InsuranceDentalVision401kPaid LeavePaid HolidaysParental Leave

Key Requirements

  • •High school diploma/GED with 3 years’ experience in a related field (or alternate combination including up to 1 year with a degree/certification, or 5 years experience).
  • •Ability to multitask, meet deadlines, and work with a high sense of urgency.
  • •Adaptable to changing priorities while anticipating customer and business needs.
  • •Strong customer service, problem-solving, and critical thinking with a commitment to quality and teamwork.
  • •Comfort adopting new technology and using AI responsibly in daily tasks.
Experience:3+ years
Skills:MultitaskingUrgencyAdaptabilityCustomer serviceProblem-solvingCritical thinkingTeamworkCommunication
Languages:EnglishSpanish
Tech Stack:ServiceNowWorkdayOracleGenesys CloudBomgarAbsence TrackerCoPilotUKG

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