Customer Service Coordinator

GENERAL PURPOSE:

To provide Tier II escalated Payroll Customer Service review & analysis for our employee population. This position requires extensive knowledge of current Payroll/HR policies and procedures as well as a thorough understanding of Benefit programs, LOA’s, Garnishment and Pay Card processing. Must thoroughly understand store, Benefits, DC & Corporate payroll/benefit system interfaces.

ESSENTIAL FUNCTIONS:

• Manage the ACD phone system and Service Now Case Management System. Provide Tier II customer service support and guidance to internal business partners & Store Associates. Manage escalated issues through to a successful conclusion. Provide feedback on HR Administration/Payroll/Benefits procedural & policy questions. Escalate to management as appropriate.

• Special projects as required.

• Open and distribute mail

COMPETENCIES:

• Customer Service skills

• Dependability

• Attention to detail

• Credibility and Trust

• Communication skills

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:

Two to three years of experience in a call center/customer service environment

Outstanding written and verbal communication skills

Strong organizational & time management skills

Ability to handle multiple projects in a fast paced environment

Payroll, HR and Benefits knowledge required

SUPERVISORY RESPONSIBILITIES:

None required

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.

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