Sr Service Center Specialist

The Senior Service Center Specialist within Workforce Administration team reports to the Workforce Administration Manager of the Employee Service Center. Responsibilities include the oversight, coordination and entry of Benefits, Employee Movement and HR information in the Workday system for employees in multiple locations. The Senior Service Center Specialist must understand WFA programs, become a subject matter expert on procedures and guidelines, respond to inquiries and resolve concerns while demonstrating a high-level of support and customer service. Assist WFA managers on developing presentation & communication materials that may involve revision, development and/or re-design of existing processes and procedures. This role requires independent thinking and action and must understand the practices of all Cox Automotive supported businesses while working closely with all levels of management, HR Business Partners, Centers of Excellence and other internal teams with a goal of driving a consistent, equitable and positive experience for our team members in line with our company values.
Total Rewards Support :

• Supports escalated calls and tickets from the ESC Tier 1 support group and strives to provide a final resolution
• Educates, train and supports our Open Enrollment process
• Provides support for Life Insurance and term life claims and interfaces with Aetna when needed to ensure timely processing of the claim
• Leads the coordination efforts with Human Resources to provide education and materials to promote benefit programs and conducts on-site meetings when needed
• Processes status changes in Workday and specifically supports escalated items, such as transactions related to the Affordable Care Act (ACA), monitoring participant hours for eligibility
• Administers the insurance program for part time employees (where offered) by preparing enrollment kits/letters, maintaining records of enrollment, coordinating with the HMO vendor
• Processes separations for employees
• Assists customers with retirement inquiries and submits requests to corporate retirement department as needed

Staffing and Transitions:

• Manages candidate experience from offer extended to hired through consistent communication.
• Develops partner relationship with HRBP's and recruiters to educate on the onboarding process and continual best practices.
• Coordinates with I-9 reviewers in the field to quickly get new candidates to complete Section 2 of the I-9
• Performs advanced troubleshooting of one-off onboarding errors and potential breaks in process
• Provide solutions to reoccurring errors and gaps within the Onboarding model

Core HR Data:

• Works directly with Cox's Human Resource Technology Services team or business partners on data discrepancies
• Processes Service Station request, Emails transactions and ensures that the transaction has the correct Workday business process before approving
• Ensures that service dates are adjusted for rehires according to company policy
• Ensures commissioned employees have an Annual Benefits Base Rate (BAR) in Workday
• Keeps customers informed on the status of research and resolution, closes ticket when complete

Talent Management:

• Works directly with Learning
• Processes Workday and Service Station and ensures that the transaction is completed timely
• Ensures that service dates are adjusted for rehires according to company policy
• Ensures commissioned employees have an Annual Benefits Base Rate (ABBR) in Workday
• Ensures Incentive Compensation Plans (ICP) are entered as part of the onboarding, promotion and transfer process
• Keeps customers informed on the status of research and resolution, closes ticket when complete

Minimum Qualifications:

• High School Diploma/GED and 5 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 3 years' experience; or 7 years' experience in a related field
• Data analysis experience with programs such as Power BI, Tableau or similar
• Demonstrated knowledge of federal/state compliance regulations not limited to working knowledge of ERISA, OSHA, FLSA, ADA, FMLA, EEOC.
• Superior customer service, collaboration, attention to detail, time management and organizational skills.
• Strong communication and interpersonal skills
• Familiarity and use of Human Capital Management system such as Workday or PeopleSoft
• Microsoft Office proficiency, including advanced MS Excel skills

Preferred:

• Bachelor's degree or equivalent in Human Resources, Business Management, or related field
• Minimum 3 years of experience in an HR professional environment
• 5 years of experience in Human Resource or HR Shared Services environment handling complex HR related requests.
• High proficiency in HR operations, processing, and control/audit principles
• Ability to think and understand at all team member levels (exempt, non-exempt, corporate, field) when resolving issues.
• Strong influencing skills with the ability to advise and influence all levels of management around recommendations for resolving concerns and issues.
• Able to work with a sense of urgency and confidentiality.
• Excellent verbal and written communication skills
• Capable of applying sound judgement and discretion when handling sensitive information

USD 21.49 - 32.26 per hour
Compensation:
Hourly base pay rate is $21.49 - $32.26/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 Automotive
At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive 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. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.
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.