HR SHARED SVCS REPRESENTATIVE

Dollar General Corporation has been delivering value to shoppers for more than 80 years. Dollar General helps shoppers Save time. Save money. Every day.® by offering products that are frequently used and replenished, such as food, snacks, health and beauty aids, cleaning supplies, basic apparel, housewares and seasonal items at everyday low prices in convenient neighborhood locations. Learn more about Dollar General at www.dollargeneral.com/about-us.html.

General Summary:

Under general supervision, responsible for answering calls and handling a variety of transactions related to HR policies, practices and procedures across multiple skill and knowledge areas such as benefits, leave administration, employment center practices and general HR policy interpretation. Provides initial support services to all company employees with a high degree of customer satisfaction, expertise, and timeliness. This includes evaluating and analyzing the employee request or concern, quickly interpreting the situation, determining the appropriate resolution, transaction and/or escalation, and communicating the resolution and/or escalation to the customer. Prepares appropriate documentation and processes necessary paperwork.

Duties & Responsibilities:

• Responds to incoming correspondence from employees or managers for all HR related inquiries. Utilizes a case management system to document details of inquiries to include transaction type, troubleshooting steps and database management to resolve the customer’s request. Utilizes the HRSS knowledgebase, policies, procedures and case management system and other tools to actively manage caseload in accordance with team production goals and established quality standards.
• Responsible for processing any administrative, data entry and reconciliation tasks regarding pay, employee data history, benefits, leave of absence, employment and HR systems or processes (ePAS, RMS, Performance, Express Hiring, Lawson).
• Partners with other employees or departments to bring resolution to cases. Performs analysis of complex or sensitive human resources projects and issues and provides options or recommendations. Understands implications and impact on HR and other departments.
• Recognizes when escalation of a situation is necessary. Coordinates activities related to escalations and exceptions and ensures timely flow of information with management team.

Knowledge, Skills, & Abilities:

• Solid Microsoft Office software skills
• Strong verbal and written communication skills
• High degree of integrity and ability maintain strict confidentiality
• High organization skills
• Ability to multi-task and work under pressure and to maintain a professional attitude with employees and vendors; ability to adapt to change
• Good understanding of HR value chain
• Knowledge of onboarding systems, payroll tax withholdings, ERP, and other vendor HR systems (such as performance management and applicant management)
• Knowledge of leave, benefits, and general employment practices preferred
• Ability to work with a high degree of accuracy

Work Experience &/or Education:

Completion of High School Diploma or equivalent. Minimum of 6 months experience in a general office environment preferred