Absence Advisor

Cox Automotive is currently seeking an Absence Advisor to join our team. Candidates must reside within the Eastern or Central time zones of the United States. Atlanta, GA is the preferred location and operates under a hybrid work arrangement. Candidates located elsewhere within the Eastern or Central time zones will be considered for remote employment.

Please note:

We are hiring two individuals for this position.

The Absence & Accommodations team provides compliant, consistent, and employee-centered leave, accommodation, and workers' compensation support across Cox Automotive (CAI) and its subsidiaries throughout North America.

The Absence Advisor supports the administration of CAI’s Absence & Accommodations programs across the U.S. and Canada, serving as the first point of contact for employees and stakeholders. This role coordinates leave-related information, workplace accommodations, and return-to-work processes in alignment with program guidelines, operational practices, and compliance requirements. The Absence Advisor escalates complex, non-standard or sensitive situations for review.

Service & Delivery

• Serve as the first point of contact for employees, managers, and HR Business Partners regarding absence and accommodations programs, helping drive a consistent employee experience and support continuous improvement.
• Review incoming cases for completeness and route them in accordance with program guidelines, operational practices, and established compliance requirements, including Drive Safe, FMCSA, and Workers' Compensation programs.
• Review new leave and accommodation requests, ensuring accurate triage, documentation, and routing to the appropriate team and/or Third-Party Administrator (TPA).
• Provide employees and managers with clear information regarding eligibility, documentation requirements, timelines, pay processing, return-to-work processes, and program expectations.
• Establish claims within applicable systems and maintain complete, accurate case documentation and employee status updates within case management platforms (e.g., Service Now, Workday, Absence Tracker).
• Perform ergonomic accommodation fulfillment and reconciliation activities to support compliance with ADA and EEOC requirements.
• Manage work in a high-volume, fast-paced environment utilizing multiple communication channels, including phone, chat, email, and case management systems.

Return to Work (RTW) Coordination

• Process RTW documentation, confirm employee readiness, and update employee status within applicable systems in accordance with internal policy and regulatory requirements.

• Communicate and coordinate employee RTW status with leaders and HR Business Partners to support timely and effective transitions and handoffs.

• Escalate non-standard, complex, or sensitive RTW situations to the Absence & Accommodations Business Partner and/or Senior Manager, as appropriate.

Multichannel Employee Service Delivery (Phone, Chat, Email)

• Manage inbound and outbound communications through phone, chat, and email in accordance with established service level expectations.
• Deliver empathetic, accurate, and timely support tailored to employee needs.
• Adhere to established schedules, phone coverage assignments, and routing requirements.
• Escalate complex, sensitive, or non-routine inquiries to the appropriate team members for resolution.
• Provide employees with accurate educational materials and program information through the Service Station ticketing system and other approved channels, as appropriate.

Compliance, Documentation & Quality Support

• Ensure all case actions comply with applicable federal and state leave regulations, company policies, and program requirements.
• Perform data maintenance and quality updates…