Service Center Specialist II

The Service Center Specialist II provides Human Resources (HR) support, consultation, and guidance on HR policies, procedures, and all systems to active, retired, or former employees, leaders of all company levels, and other division/enterprise departments. The goal is to provide full-service case management HR solutions exercising a high degree of judgment and resourcefulness. The Service Center Specialist II will utilize expert knowledge of HR policies, processes, resources, and technologies to offer guided solutions primarily in the areas of general HR inquiries, benefits, payroll, timekeeping, and leaves with the highest levels of customer service and confidentiality.
The Service Center Specialist II participates as a member of the Employee Service Center within the People Solutions team to effectively meet quality outcomes and service level agreements; and maintains a high level of confidentiality with an expert understanding of privacy laws and requirements.
This role is 10am - 7pm Eastern Standard Time Monday-Friday
Essential Responsibilities

• Act as primary support for all employees and managers at all levels of the company to triage, guide, and give solutions to their inquiries regarding all aspects of HR including, but not limited to benefits, payroll, leaves of absence, HR policies, processes, programs, and technologies.
• Interpret and communicate HR policies and procedures, both verbally and in writing through all communication channels including telephone, chat, written inquiries, e-mail or other technological interfaces.
• Utilize case management and knowledge application to track, research, and resolve each inquiry to provide end to end guidance as a holistic approach to the request in a proactive and effective manner.
• Achieve and maintain expertise to navigate and/or accurately record information as appropriate within several business systems such as HR data management, employee information repository, case management tracking, and time entry. Maintain proficiency in Microsoft based PC applications to perform job functions.
• Research information and contact caller for follow-up as required. Research will involve consulting with multiple resources; team members, online systems, databases, review of historical documents and consultants.
• Utilize computer sharing tools and facilitate support/training sessions with employees and managers to triage issues and teach all CCI and Enterprise Self-Service Tool offerings.
• Organize and manage field communications through the concept design, creation, and delivery of timely and accurate presentations to facilitate employee and manager training in HR policies, procedures, and systems.
• Complete transactions and tasks specific to client needs ensuring all Service Level Agreement mandates and timeframes are met and as established by department leadership and guidelines.
• Develop and maintain all necessary supporting documentation as it pertains to HR processes and policies
• Acts as a liaison with 3rd level support teams within CCI and CEI such as the CSC and HRTS Teams to ensure escalations are managed and completed in a timely and accurate manner.
• Provides recommendations to update, transform and enhance business processes, procedures, and technologies.
• Manage client expectations and strengthen client relationships while maintaining the highest level of confidentiality to ensure client privacy and client information is protected.

Minimum Qualifications

• High School Diploma/GED and 3 years' experience in a related field. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; or 5 years' experience in a related field.
• Strong knowledge of Work Day, Service Now, Microsoft Word, Excel, Powerpoint.
• At least 1 year of human resources, benefits, leaves and/or payroll experience
• Excellent oral and written communication skills.
• Excellent interpersonal and collaboration skills.
• Strong customer service orientation.
• Possess solid organizational skills.
• Ability to prioritize tasks to meet deadlines and work in a highly structured environment.
• Reliable, punctual attendance is an essential function of the position.

Preferred Qualifications

• Associate degree in information technology business, Human Resources or relevant work experience.
• Experience serving customers using multiple communication channels (phone, email, chat, blog, etc.)
• 3 years' experience in multi-faceted customer service or call center environment.
• Strong critical thinking skills and the ability to solve complex problems using analysis and creativity to successfully provide a solution.
• Must be well organized and detail oriented with good interpersonal and communication skills, including ability to work effectively with field senior management, and employees.
• Ability to multi-task while maintaining focus; proven ability to manage competing priorities.
• Make sound decisions in the best interest of the company, customer, and according to best practices.
• Ability to work well in a team environment and maintain sensitive and confidential materials.
• Detailed and process oriented.
• Self-starter with flexibility to provide varying levels of support to a project

USD 19.57 - 29.38 per hour
Compensation:
Hourly base pay rate is $19.57 - $29.38/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
About Cox Communications
Cox Communications is the largest private telecom company in America, serving six million homes and businesses. That's a lot, but we also proudly serve our employees. Our benefits and our award-winning culture are just two of the things that make Cox a coveted place to work. If you're interested in bringing people closer through broadband, smart home tech and more, join Cox Communications today!
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today!
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 .
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.