Sr Rep, HR Customer Support

Overall Job Summary

This position is responsible for serving as a point of escalation for the accurate resolution of Human Resources (HR) inquiries involving a variety of tasks including providing customer service, maintaining employee records and supporting all HR Shared Services. This also includes Tier 2 HR-related issues, intake, and follow through on some Team Member Relations concerns as well as assistance in navigation through HRIS and Payroll modules, materials and functionality. 

Essential Duties and Responsibilities (Min 5%)

• Provide high-level customer service to team members regarding HR-related matters such as resetting passwords, submitting electronic personnel transactions, general troubleshooting for HR systems and other inquiries. 
• Enter all incoming inquiries in the case management system and respond to Service Center requests via phone, email, mail, fax, website, voicemail or the HR Portal, while consistently meeting our daily, weekly, and monthly personal and team performance metrics.
• Analyze and process personnel actions (new hires, terminations, pay/position changes, status change, etc.) into the HRIS by data entry or electronic approval. 
• Investigate and document Team Member concerns and complaints to ensure consistent, fair, and lawful treatment to reduce risk for the Company.
• Recommends courses of action to all levels of field management to ensure consistency with Company policy and compliance with local, state, and federal employment laws with moderate guidance from Manager, HR Support Center.
• Interprets and ensures compliance with current Company policies and procedures to promote consistency in decision-making.
• Utilize standard scripts, FAQs, policy manuals, HR knowledge base, desktop procedures and other reference materials and is responsible for managing to pre-determined Service Level Agreements (SLAs). 
• Follow through with any HR research or additional contact needed by the store team members, distribution center team members, District and Regional Managers, Store Support Center team members.  
• Gathers, analyzes, and interprets data to identify trends and training opportunities. 
• First point of contact and case management for health-related matters. This includes initial intake, providing guidance consistent with Company policy.

Required Qualifications

Experience: 4 years of experience in an employee relations or other Human Resources role. 

Education: High School diploma is preferred. Any suitable combination of education and experience will be considered.
 

Preferred knowledge, skills or abilities

• Demonstrated strong problem solving, communication, influencing, and multi-tasking skills.
• Work independently, positively handle conflict, and work in a fast-paced, changing environment. 
• Detail-oriented approach to work. 
• Demonstrated timely and accurate decision making.
• Build and maintain positive rapport with internal and external customers.
• Proficient in Microsoft Office products
   

Working Conditions

Physical Requirements

Disclaimer

This job description represents an overview of the responsibilities for the above referenced position.  It is not intended to represent a comprehensive list of responsibilities.  A team member should perform all duties as assigned by his/ her supervisor.

Company Info

At Tractor Supply and Petsense by Tractor Supply, our Team Members are the heart of our success. Their dedication, passion, and hard work drive everything we do, and we are committed to supporting them with a comprehensive and accessible total reward package. We understand the evolving needs of our Team Members and their families, and we strive to offer meaningful, competitive, and sustainable benefits that support their well-being today and in the future.
Our benefits extend beyond medical, dental, and vision coverage, including company-paid life and disability insurance, paid parental leave, tuition reimbursement, and family planning resources such as adoption and surrogacy assistance, for eligible Team Members. While all Team Members have access to a broad range of rewards, eligibility and specific offerings may vary depending on the role, individual plan requirements and eligibility criteria.