17 days old

Human Resources Shared Services Representative II

Cox Automotive
Maitland, FL 32751
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*Primary Location: *495 Keller Rd, Maitland, FL, USA
*Division: *Cox Automotive
*Job Level: *Individual Contributor
*Travel: *No
*Schedule: *Full-time
*Shift: *Day Job
*Requisition Number: *202103085
***Due to current Covid-19 restrictions, this is a temporary work from home role but will ultimately work in the Maitland, FL office.*





The *ESC Administrator II* 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. The ESC Administrator II 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. The ESC Administrator II identifies if 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. The ESC Administrator II is 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.







* 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.

* Performs other duties as assigned by management.


Qualifications:

* High School Diploma or equivalent required

* 3 years of work experience

* 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.

* 1-3 years HR/PR experience preferred - PeopleSoft, Kronos, Remedy, Service Now

* Knowledge of Microsoft Word, Excel & Outlook



Who We Are
*About Cox Automotive*
Theres nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling and owning (or simply using) cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic consumer brands like Autotrader and Kelley Blue Book, while others are creating the future of automotive at industry-facing brands like Dealer.com, Manheim and vAuto.

*About Cox *
We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com.
Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, [visit our benefits page](http://jobs.coxenterprises.com/life-at-cox/benefits/).
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals 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. Cox provides reasonable accomodations when requested by a qualified applicant or employee with disability, unless such accomodation would cause an undue harship.
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.
Posted: 2021-07-19 Expires: 2021-09-04
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Human Resources Shared Services Representative II

Cox Automotive
Maitland, FL 32751

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