Sr Rep, HR Customer Support

Tractor Supply Company•Brentwood, TN

32d

About The Position

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.

Requirements

4 years of experience in an employee relations or other Human Resources role.
High School diploma is preferred. Any suitable combination of education and experience will be considered.

Nice To Haves

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

Responsibilities

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.