View Job

ESC Administrator II

Cox Automotive | Winter Garden FL 34787 USA | Part Time | Posted: 12/03/2019

Job Descriptiontop

The HR Shared Services Representative works in the Employee Service Center as part of a dedicated team of HR professionals, serving over 30,000 Cox Automotive employees in the United States.  This role is responsible for providing exceptional customer service via phone and email correspondence. The incumbent ensures that all phone inquiries are ticketed and supports and assists the customer. He/she identifies whether the customer inquiry needs to be escalated and assigns all escalated items to the appropriate team member to ensure that customers receive assistance in a timely manner.  These individuals are the first point of contact for customer inquiries regarding payroll, benefit and leave related questions while demonstrating a high-level of support and customer service.

 

Job Responsibilities:

  • Must be able to work the following shifts: 10AM-7PM EST and/or 11AM-8PM EST.

  • Handles all incoming calls into the toll-free ESC contact number and determines if they need to be transferred to a Specialist.

  • Creates tickets for customers calling the ESC and strives to assist the customer with a first call resolution either themselves or by escalating the call to a Specialist.

  • Escalates time sensitive and/or high impact inquiries to Specialist, supervisor or manager.

  • Respond, resolve and/or distribute customer inquiries to the appropriate team member for resolution.

  • Responsible for responding and resolving general payroll, benefit and leave customer inquiries.

  • Follow up on outstanding issues to ensure resolution, keep customers informed on the status of research and closes Service Now ticket when complete if applicable.

  • Submits Kronos and PeopleSoft access changes to HRTS on behalf of the customer.

  • Provides online navigation assistance for customers and utilizes the Bomgar tool to effectively identify and resolve the problem.

  • Keeps abreast of changes in local, state, and federal laws; changes policy and/or contract language as they pertain to the payroll function.

  • Responsible for securing, safeguarding and keeping confidential employee information as required by our, “Personally Identifiable Information Security Policy” and all other company data privacy requirements.

  • Position supports 4 time zones.  Must adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume. Flexibility is required to support peak volume events throughout the year.

 

Qualifications:

High School Diploma or equivalent required.

Minimum 1-year related payroll and benefits experience preferred. Strong knowledge of federal/state wage and hour laws.

Excellent verbal/written communication & customer service skills are required.

Ability to multi-task and meet deadlines with a high sense of urgency.

Adaptable to changing circumstances and a strong ability to anticipate needs.

Ability to be flexible & respond to varied demands while consistently prioritizing requests in a fast-paced environment.

Commitment to quality and collaboration in a team-based environment.

1+years HR/PR experience preferred - PeopleSoft, Kronos, Remedy, Service Now.

Knowledge of Microsoft Word, Excel & Outlook.

 


About Cox Automotive

Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Statement to ALL Third-Party Agencies and Similar Organizations:  Cox accepts resumes only from agencies with which we formally engage their services.   Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

 

Job Detailstop

Location Winter Garden, FL, 34787, United States
Categories Human Resources

Location Maptop

Contact Informationtop

Contact Name -
How to apply Employer provided a link where your application will be accepted. Click on the link below and follow instructions.
Apply Click Here (apply to job)
Job Code 8442_1912824

Featured Employers - view all