Bilingual Licensed Associate Therapist providing counseling and therapy services in Arizona. Ascend Healthcare offers integrated mental health services through remote and in - person interactions.
About the role
- Bilingual Service Center Specialist II providing HR support for Cox Automotive employees. Delivering exceptional customer service via phone, email, and digital channels while handling various HR-related inquiries.
Responsibilities
- 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
- Uses sound judgment to escalate time‑sensitive or high‑impact inquiries to Senior Specialists or Managers 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
- Provides online navigation assistance and uses the Bomgar tool to identify and resolve system‑related issues
- Stays current on local, state, and federal regulations and policy updates
- Protects and safeguards confidential employee information in accordance with PII Security Policy
- Meets or exceeds Service Level Agreements (SLAs) 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 while maintaining appropriate prioritization
- 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 in the form of 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))
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