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Bilingual Leave and Absence Specialist II

  • Hybrid work
  • Full time, Day
  • Travel: No

Job Category: People Solutions

Job Level: Individual Contributor

Division: Cox Automotive


  • 9800 Bachman Rd, Orlando, Florida
  • Atlanta GA
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Cox Automotive is currently looking for a Bilingual Leave and Absence Specialist II to join our team in Atlanta, Georgia or Orlando, Florida .  This is a hybrid role, and the schedule is a mix of work-from-office/work-from-home.

Your Role:

The Leave and Absence Specialist II works in the Employee Service Center (“ESC”) as part of a dedicated team of Leave and Absence professionals, serving over 33,000 Cox Automotive employees in the United States. The Specialist is responsible for providing exceptional customer service via phone and other communication channels.  The incumbent ensures that all inquiries are ticketed and supports and assists the customer and Senior Leave Specialists. They identify if the customer inquiry needs to be escalated and assign all escalated items to the appropriate team member to ensure customers receive assistance promptly.  The Specialist is the first point of contact for customer inquiries regarding Leave of Absence- related questions while demonstrating a mid-level of support and customer service. 

You must be bilingual (English/Spanish).

Job Summary:

  • Handles all incoming calls, emails, and other communication channels into the ESC and utilizes internal tools to assist customers with inquiries or issues.

  • Follows case management guidelines around customer notification, resolution and documentation.

  • Escalates time sensitive and/or high impact inquiries to a Senior Specialist, supervisor or manager.

  • Respond, resolve and/or distribute customer inquiries to the appropriate team or team member for resolution.

  • Responsible for responding to and resolving leave and absence inquiries.

  • Follow-up on outstanding issues to ensure resolution, keep customers informed on the status of research and closes Service Now ticket when complete as applicable.

  • Keeps abreast of changes in local, state, and federal laws; changes in policy and/or contract language as they pertain to the leave and absence function.

  • Creates cases for all incoming leave and absence inquiries to the ESC and strives to assist the customer with a first contact resolution either themselves or by escalating the call to a Senior Specialist.

  • Provides online navigation assistance for customers and utilizes the Bomgar tool to effectively identify and resolve the problem.

  • Responsible for securing, safeguarding and keeping confidential employee information as required by our, “Personally Identifiable Information Security Policy” and all other company data privacy requirements.

  • Position supports 4 time zones.  Must adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume.  Flexibility is required to support peak volume events throughout the year.

  • Adhere to Service Level Agreements, Quality Assurance expectations, and Performance Metrics.


  • 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. 

  • Experience working in a shared services or high-volume processing environment with in-person and virtual resources.

  • Ability to multi-task and meet deadlines with a high sense of urgency.

  • Adaptable to changing circumstances and a strong ability to anticipate needs.

  • Ability to be flexible and respond to varied demands while consistently prioritizing requests in a fast-paced environment.

  • Commitment to quality and collaboration in a team-based environment.

  • Excellent speaking and written communication skills.

  • Demonstrated outstanding customer service, problem-solving, and critical thinking capability.

  • Bilingual, Written and Verbal English and Spanish.

Preferred Qualifications:

  • Associate’s degree or bachelor’s degree.

  • Experience with employee population comprised of corporate, hourly, production, manufacturing, and union workers.

  • Experience with Genesys Cloud Contact Center Telephony.

  • Knowledge and training in core HR systems (on-premises and cloud).

  • Experience or certification in Kronos, Workday, Oracle, ServiceNow, Absence Tracker, and/or Kronos.

Drug Testing:

To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.


Hourly base pay rate is $19.18 - $28.80/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.


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, parental leave, and COVID-19 vaccination leave.

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.

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