Job Summary
Performs professional Human Resource employee relations related duties under the general direction of the Employee Relations Director. Works closely with the Store Management, General Office Human Resource team, and regional employees. Responsible for some or all of the following functional areas: employee relations, employment law compliance, investigations, policy compliance, training, coaching and providing human resource and employee relations recommendations and direction to management and employees. Consistently provides friendly and engaging customer service to internal and external customers. Perform related work.
Typical Duties and Responsibilities:
- Investigate and resolve complaints, issues and concerns of varying complexity regarding employment practices, alleged misconduct, and violation of policy, contract and/or employment law originating from various sources.
- Partner in the resolution of internal investigations. Conduct investigation interviews with pertinent individuals, both remotely and in person.
- Conduct thorough research to identify applicable company policies and practices, and determine when a company policy violation has occurred. Recommend action(s) to appropriately resolve the case and proactively prevent further occurrence.
- Coach management to effectively identify, navigate, and resolve employee relations and performance management issues.
- Assist as needed in preparing corrective action documents, performance improvement plans, and preparing for employee conversations.
- Review escalated matters with appropriate stakeholders.
- Proactively identify opportunities to educate managers on employee relations trends, policy, and law.
- Provide front-line support in the prevention, resolution, and referral of employee relations issues.
- Provide policy interpretation, review and advice on violations of rules, regulations, policies, and procedures. Follow up to calls and conducting investigations when needed.
- Assist and encourage users and customers to make effective use of the HR resources in order to drive rapid resolution and empower the customer. Educate and inform customers of the full range of HR services available to them.
- Deliver friendly and engaging customer service to internal and external customers by telephone, email, and in person. Model friendly, enthusiastic customer service with an emphasis of taking care of the customer.
- Maintain recordkeeping of all employee relations matters in the employee relations case management system. Monitor and analyze employee relations data to address identified themes.
- Take ownership of all assigned tasks, initiatives, inquiries, and escalations. Ensure cases are resolved and completed efficiently and with a high-level of quality. Follow up and provide feedback, guidance, and coaching to customers, stakeholders, and colleagues.
- Performs other duties as assigned or needed.
Requirements
Education:
- Bachelor’s degree in Human Resources (or related field) or equivalent experience in a formal Human Resource position such as Human Resource Generalist, Human Resource Business Partner, Employee Relations Specialist, Labor Relations Specialist, or similar in addition to experience listed below.
Experience:
- At least two (2) years of direct employee relations experience providing guidance to management and researching, investigating and responding to employee member issues and concerns.
- Demonstrating advanced knowledge of federal, state and local employment (EEO) and labor laws.
- Demonstrating strong knowledge in the use of Microsoft Office (Excel, Word, Outlook, etc.) software.
- Communicating both verbally (on phone, one-on-one, to groups) and in writing (emails, letters, reports, presentations) to various audiences (work group, team, company management, external clients, etc.).
- Utilizing time management skills such as prioritizing, organizing, tracking details and meeting deadlines of multiple projects with varying completion dates.
- Demonstrating success in objectively consulting employees and managers on employee relations issues of varied scope and complexity consistent with company protocol.
- Applying strong conflict resolution skills.
- Applying in-depth knowledge of federal and state regulations regarding employment practices related to the day-to-day management of employees to reduce legal risks and ensure regulatory compliance.
- Conducting basic research, analyzing data, and preparing recommendations.
- Demonstrating a professional level of confidentiality handing sensitive applicant, employee and company information.
- Developing and maintaining effective relationships with team members, managers and employees.
Ability to:
- Consistently provide friendly and engaging customer service to internal and external customers.
- Manage a high volume of Employee Relations cases.
- Maintain a high level of integrity, confidentiality and a very professional attitude.
- Demonstrate advanced written and oral communication skills, including skill in writing thorough, logical, well-written analytical reports to convey complex issues.
- Travel up to 10% of the time for business purposes (within state and out of state).
- Multi-task and work in a fast-paced, often stressful, multiple-priority environment.
- Work independently and efficiently with minimal supervision (self-motivated, take initiative, and drive results).
- Be highly adaptable to change.
- Respond to calls on urgent matters including after business hours, on weekends and holidays.
- Perform all tasks with integrity and dependability.
- Sit, twist upper body and use both hands repetitively for extended periods of time.
- Perform all tasks with integrity and dependability.
Additional Requirements:
- Valid Driver’s License and acceptable Department of Motor Vehicles driving record.
Machines and Equipment Operated:
- Office machines (multi-line telephone, computer terminal, copier/scanner, fax machine, laptop, cell phone, etc.).
- Motor vehicle
Preferred Education, Experience and/or Credentials:
- Multi-state experience, including specific experience with California, Washington and Oregon.
- Experience providing virtual Human Resources support to employees in multiple locations.
- Two (2) or more years of direct experience conducting investigations of harassment, discrimination and retaliation.
- Experience working in a customer service environment.
- Experience using a case management system.
- PHR/SPHR and SHRM-CP/SHRM-SCP certifications.
The above statements are intended to describe the general nature of work performed by the employee(s) assigned to this job. All employees must comply with Company policies and applicable laws. The responsibilities, duties and qualifications required of personnel may vary.