Sr Service Center Specialist

Company

Cox Automotive - USA

Job Family Group

People Solutions

Job Profile

Sr Service Center Specialist

Management Level

Individual Contributor

Flexible Work Option

Hybrid - Ability to work remotely part of the week

Travel %

No

Work Shift

Day

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.

Job Description

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 compa