Coordinator, Customer Service

Welcome to Ross Stores, Inc., where our differences make us stronger… At Ross and dd’s, inclusion is a way of life. We care about our Associates and the communities we serve and we value their differences. We are committed to building diverse teams and an inclusive culture. We respect and celebrate the diversity of backgrounds, identities, and ideas of those who work and shop with us. Come join us as we continue our diversity, equality and inclusion journey!


The Coordinator, Customer Service is responsible for providing Tier I Payroll Customer Service to Store Admins/Ross Store associates. This position requires extensive knowledge of Payroll policies and procedures as well as an understanding of Benefit programs, LOA's, Garnishment and Pay Card processing. Must thoroughly understand store, Benefits, DC & Corporate payroll/benefit system interfaces.


• Manage communication channels to payroll including but not limited to email, phone, and ServiceNow.

• Provide Tier I customer service support and guidance our field leadership and Associates.

• Manage issues through to a successful resolution or by escalating to the proper channel.

• Provide feedback on Payroll procedures & policy as necessary. Escalate to management as appropriate.

• Special projects as required.

• Open and distribute mail.



• Collaboration

• Leading by Example

• Communicates Effectively

• Ensures Accountability and Execution

• Manages Conflict

• Plans, Aligns and Prioritizes
With particular emphasis on the following specific position-related competencies:

• Customer Service Skills

• Dependability

• Attention to Detail

• Credibility and Trust

• Communication Skills

• Organizational Skill


• Two to three years of experience in a call center / customer service related to payroll

• Outstanding written and verbal communication skills

• Strong organizational and time management skills

• Ability to handle multiple requests / calls in a fast-paced environment

• Payroll, HR and Benefits knowledge required


Job requires 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.
This role requires regular in-office presence, including to engage in in-person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback. However, this role can perform duties effectively using a combination of in-office and remote work.



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.