Job Description
Salary Band: Administrator
Job Summary: The Associate Service Center Representative is the first point of contact in providing best in class HR support to Wawa Associates and vendors. This role is and internal customer facing position and will triage all telephonic and electronic inquiries related to associate HR concerns. The Associate Service Center Representative will resolve or route all Wawa inquiries in an accurate and timely manner.
Principal Duties:
Respond to confidential associate and vendor inquires in a prompt and courteous manner related to associate relations, payroll, unemployment claims, leaves of absence, verifications of employment, rehiring, benefits retirement plans, wellness and other service issues ensuring that each type of contact is resolved. Document interactions utilizing software such as Applix, Workday, Docuware, LeaveSource, etc.
Escalate unresolved issues to specialized services or communities of expertise as needed.
Interpret policy information for associates and management regarding time off, FMLA, employment information, pay programs and other Human Resources policies. Ensure confidentiality and privacy, and legitimacy of records.
Administer the Paid Time Off program to include monitoring PTO payouts, partnering with the Labor team related to the integration of time entry at the stores, and responding to all inquiries. Review the weekly PTO reports and coordinate edits with the Payroll team.
Responsible for completing local and government surveys, requests or inquiries related to headcount or people data. Responsible for accurate and timely submission of government EEO reporting.
Utilize the call center style phone system proficiently, including the softphone, and become proficient in the use of our software programs including; Applix, Workday, Docuware, LeaveSource, ATS and Crystal Reports.
Utilize off-line time to perform follow up research and documentation and support the Transaction Representatives.
Run and distribute standard people team reports.
Essential Functions:
Superior communication presence with the ability to communicate to all levels of the organization
Remarkable organization and time management skills
Proven interpersonal skills and strong associate centricity
Exceptional associate advocacy and thoughtful responsiveness
Ability to make sound judgment calls and decisions with minimal supervision
Demonstrated ability to handle confidential information
Basic Qualifications:
High School Diploma or equivalent; some college preferred
1-3 years in a call center or HR Shared Service Center operation
Minimum of 1-year HR administration experience OR experience in a specific HR discipline
Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at asc@wawa.com.
Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.
