Associate Relations Service Representative

GENERAL PURPOSE:

This position will receive, route and respond to calls from store, field, corporate, and DC leadership-related, but not limited to: policy interpretation, performance management guidance, involuntary associate terminations, assist investigators with case management preparation/3rd Party Charge Responses/Unemployment hearings, benefits and payroll, assist with locating HR policies and procedures, provide system support of recruiting and on-boarding, identify and immediately escalate critical matters, and record and maintain call history and outcomes. The position will report to the Manager of HR Services.

ESSENTIAL FUNCTIONS:

Associate Relations

o Provide superior customer service through helpful and effective counsel and advice to store, field, corporate, and DC leaders as it relates to interpreting policy, respond to basic associate relations questions such as benefits, payroll, background checks, etc. to bring swift solutions with productive outcomes – usually through guiding them through where to find the answers in tools available to them. Follow up where necessary.
o Work with HR Analyst to provide analytics and make recommendations to Manager, AR Services regarding potential associate relations issues based on trends.
o Work with Manager, AR Services in the interpretation of personnel policies and procedures. Assist field, store, DC and corporate management in redirecting associates when necessary, formulating action plans with managers when potential associate problems are identified
o Gather critical data (reporting, associate files, sign off’s, etc.) to assist Investigators in responding to allegations, 3rd Party Charges, Unemployment Claims, etc.
o Collects and disseminates information to designated workgroups from clients calling into a general HR phone number. Quickly interpreting the situation, determining the appropriate resolution, transaction, and/or escalation, communicated the resolution and/or escalation to the caller.
o Logs all inquiries into a case management system used by the Company, recording and maintaining call history and outcomes.
o Monitors various HR inboxes and responds to questions, and/or escalates to appropriate workgroup
o Takes immediate partnership for any critical or risk involved cases to ensure a quick and timely response

Training

o May assist in evaluating Human Resource training needs based on trends identified in case management, recommending training topics to be presented for store/district level management
o Train store, field, corporate, and DC teams during phone calls on how to leverage tools available to them where there is a disconnect in training that prevented them from resolving issues.
o Personal development to include staying abreast of changes in the company, state and federal guidelines, current on TRUE U and Skillsoft courses, proficiency in systems, and institutional knowledge.

Analysis / Research

o Gather critical investigative data to include reporting, case management, file retrieval to support the Investigation team.

Liaison Corporate Office / Stores / Distribution Centers

o Provide guidance to store, field, corporate, and DC leadership in implementing and communicating personnel, compensation, and benefit policies and procedures
o Act as a resource liaison between stores, district, zone, regional, corporate, and DC teams for training, benefits, payroll, engagement and associate relations needs
o Receives a large volume of incoming calls from various levels of associates, responding to routine inquires following established procedures including but not limited to; payroll, benefit, and LOA questions and HR system navigation questions. Acquires a substantial knowledge concerning Human Resources policies, programs, and procedures that allow first call resolution in the majority of cases

Special projects and other duties as assigned


COMPETENCIES:

Communication
Business Expertise
Listening
Conflict Management
Composure
Dealing with Ambiguity
Problem Solving
Decision Quality
Customer Focus

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:

3-5 years of administrative experience
Bachelor’s Degree or higher preferred
Computer Literacy: PowerPoint, Excel, Word proficient, keyboard by touch at 50 WPM
Communication: Can effectively listen, understand, and speak fluent English, bi-lingual a plus. Must be able to clearly and concisely recap conversations and have pull back system to trigger follow up. Must be able to clearly and effectively communicate with all levels of the organization

PHYSICAL REQUIREMENTS/ADA:

Job requires the ability to work in an office environment, primarily on a computer.
Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.
Consistent timeliness and regular attendance.
Vision requirements: Ability to see information in print and/or electronically.

SUPERVISORY RESPONSIBILITIES:

No supervisory responsibilities.


DISCLAIMER:

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management’s discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company’s overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.

'242285