Coordinator II, Payroll 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 II, Payroll Customer Service role is responsible for providing Tier I & Tier II Payroll Customer Service to Store Admins and/or Ross Store associates. This position requires an understanding of Payroll policies and internal procedures - including HR, benefit programs, garnishment wage payments & pay card processing. Use written customer service skills to help resolve complaints and questions, provide information on processes and be able to direct Tier III inquiries to the appropriate payroll associate and/or department.

The base pay range for this role is $21.39 - $30.91. The base pay range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.


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

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

• Identify inquiries that need to be escalated or sent to another payroll associate or department.

• Process ADP exceptions and update associate records as required

• Provides functional support utilizing PeopleSoft and ServiceNow to ensure the case has a quick resolution timeframe and/or collect data to provide to payroll associate/department.

• Organize store communication and escalation to leadership on delayed Payroll deliveries.

• Discuss and provide insight on reoccurring ServiceNow cases to leadership and collaborate on ways to improve.

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

• Develop Training Documents

• Assist on special projects as required.



• Collaboration

• Leading by Example

• Communicates Effectively

• Ensures Accountability and Execution

• Manages Conflict

• Plans, Aligns and Prioritizes

• Organizational Agility
With particular emphasis on the following specific position-related competencies:

• Critical Thinking

• Dependability

• Attention to Detail

• Integrity and Trust


• Requires 2-4 years of call center / customer service experience - Payroll related preferred

• Solid understanding of overall Payroll process

• Excellent written and verbal communication skills

• Must be able to maintain highest level of confidentiality for all employee payroll and personnel records.

• Ability to provide excellent customer service in a high volume fast paced environment

• Strong organizational skills and ability to set priorities

• Ability to work in a team environment as well as independently

• Working knowledge of MS Office suite - Outlook, Excel, and Word

• Ability to provide a positive customer service experience


This role requires regular in-office presence, including attending 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. #LI-Hybrid



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.