Bilingual Service Center Specialist II

AutoTrader.com
Orlando, Atlanta
Workplace: HybridFull timeUSD 20.1 - 30.1 hourlyFunction: Solutions Engineering & Sales EngineeringExperience: 3+ yearsEducation: high_schoolSkills: ["Customer service","Problem-solving","Critical thinking","Multitasking","Communication","Collaboration","Teamwork","Ownership","Time management"]

Serve as the first point of contact for HR-related questions in Cox’s Employee Service Center, handling calls, email, and digital channels (chat/SMS). Log inquiries as tickets, drive first-contact resolution, and escalate time-sensitive or high-impact issues. Research and resolve HR, payroll, benefits, and leave topics using internal tools, including ServiceNow, Bomgar, and AI call-summary support, while meeting SLAs and quality standards across Orlando or Atlanta.

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FursaFursa
AutoTrader.com
AutoTrader.com
3 days ago

Bilingual Service Center Specialist II

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Serve as the first point of contact for HR-related questions in Cox’s Employee Service Center, handling calls, email, and digital channels (chat/SMS). Log inquiries as tickets, drive first-contact resolution, and escalate time-sensitive or high-impact issues. Research and resolve HR, payroll, benefits, and leave topics using internal tools, including ServiceNow, Bomgar, and AI call-summary support, while meeting SLAs and quality standards across Orlando or Atlanta.
Location: Orlando, Atlanta
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 using internal tools.
  • •Create, document, and manage Service Center cases/tickets, working toward first-contact resolution.
  • •Research and resolve HR, payroll, benefits, and leave-related inquiries, escalating to Senior Specialists, Supervisors, or Managers when appropriate.
  • •Provide online navigation assistance and troubleshoot system issues using Bomgar.
  • •Meet SLAs, quality standards, and performance metrics while protecting confidential employee information and using AI tools for call summaries.
Travel: Low travel

Pay and Benefits

Salary: USD 20.1 - 30.1 hourly
Perks:Paid LeavePaid HolidaysHealth InsuranceDentalVision401kParental Leave

Key Requirements

  • •High school diploma/GED and 3 years’ experience in a related field (or an equivalent combination such as up to 1 year with an additional degree/certification, or 5 years of related experience).
  • •Bilingual (written and verbal) in English and Spanish.
  • •Ability to multitask, meet deadlines, and handle fast-changing priorities with a high sense of urgency.
  • •Demonstrated customer service, problem-solving, and critical thinking skills with strong communication (verbal and written).
  • •Comfort adopting new technology and supporting responsible AI usage in daily work.
Experience:3+ yearsShared servicesHigh-volume processingHR supportCustomer serviceContact center
Education:High School
Skills:Customer serviceProblem-solvingCritical thinkingMultitaskingCommunicationCollaborationTeamworkOwnershipTime management
Languages:EnglishSpanish
Tech Stack:ServiceNowBomgarGenesys CloudWorkdayOracleAbsence TrackerCoPilotUKGCRMTicketingAIChatSMS

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