Cox Enterprises

Bilingual Service Center Specialist II

Cox Enterprises

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • Florida • United States

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Salary

💰 $20 - $30 per hour

About the role

  • Independently manages incoming calls, emails, and digital communications to the ESC
  • Creates and documents cases for all incoming ESC inquiries
  • Follows established case management guidelines, including timely communication and accurate documentation
  • Uses sound judgment to escalate time-sensitive or high-impact inquiries when appropriate
  • Responds to, resolves, and/or routes customer inquiries efficiently
  • Independently researches and resolves general HR, payroll, benefits, and leave-related inquiries
  • Proactively follows up on open issues and keeps customers informed of status
  • Leverages AI technologies to create accurate call summaries
  • Provides online navigation assistance and troubleshooting for system-related issues
  • Stays current on local, state, and federal regulations and policy updates
  • Meets or exceeds Service Level Agreements (SLAs), Quality Assurance standards, and performance metrics

Requirements

  • High school diploma/GED and 3 years’ experience in a related field
  • Bilingual (written and verbal) in English and Spanish
  • Ability to multitask and meet deadlines with a high sense of urgency
  • Adaptable to changing priorities with the ability to anticipate customer and business needs
  • Demonstrated ability to manage competing demands in a fast-paced environment
  • Strong commitment to quality, collaboration, and teamwork
  • Excellent verbal and written communication skills
  • Proven customer service, problem-solving, and critical thinking capabilities
  • Comfortable adopting new technology and supporting a culture where employees use AI responsibly and effectively in daily tasks
Benefits
  • Employees are eligible to receive a minimum of sixteen hours of paid time off every month
  • Seven paid holidays throughout the calendar year
  • Additional paid time off for bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave
  • Health care insurance (medical, dental, vision)
  • Retirement planning (401(k))
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
case managementcustomer serviceproblem-solvingcritical thinkingHR inquiriespayroll inquiriesbenefits inquiriesleave-related inquiriesAI technologiesdocumentation
Soft Skills
multitaskingadaptabilitytime managementcommunicationcollaborationteamworkurgencycustomer focusquality commitmentanticipation of needs
Certifications
high school diplomaGED