Associate Service Center Representative-1

Job Description

Salary Band: Administrator

Job Summary:  The Associate Service Center is the Hub of People Team Operations in providing best in class HR support to current and former Wawa Associates, applicants, corporate partners and 3rd parties. This role is customer centric and will prioritize and triage all telephonic and electronic inquiries related to associate HR concerns. The Associate Service Center Representative I will resolve on first contact all HR inquiries in an accurate and timely manner and escalate on an as needed basis.

Principal Duties:

• Consult with and advise Associates and managers regarding policy, and eligibility and qualification requirements related to recruiting, benefits, Associate Relations, leave of absences, rehire status, retirement plans, wellness programs, payroll and paid time off. Provide guidance regarding background check status, working papers, I-9s, applicant assessments and other troubleshooting within the HR system.
• Responsible for employment verification, unemployment claims, rehiring Associates and legal name changes.  Appropriately document within the CRM system, Leave of Absence management system, Riskonnect etc.
• Act as a custodian of records ensuring confidentiality and privacy, and legitimacy of records. Provide only necessary information regarding subpoenas, employment verifications, company policy, and company records, including those in Docuware and all HR Systems. Uphold standard of record retention and confidentiality for HR records. Collect and coordinate critical data requests as needed to support Wawa in its compliance matters and in defense of legal matters.
• Utilize the Five9 phone system proficiently and become proficient in the use of our software programs including Workday Help (CRM), Workday, Docuware, LeaveSource, Riskonnect, HireRight and Microsoft Teams.
• Perform any additional tasks and duties as required by Supervisor.

Essential Functions:

• Good communication skills; frequent interaction with Store Operations personnel and external vendors
• Initiative to follow through
• 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
• Excellent critical thinking, problem-solving, and de-escalation skills
• Demonstrated ability to work effectively under pressure in a fast-paced, rapidly changing environment

Basic Qualifications:

• High School Diploma or equivalent; some college preferred
• 1-3 years of experience providing exemplary customer service in a contact center environment preferred
• Knowledge of Workday, LeaveSource and Riskonnect preferred
• Demonstrated technical skills needed to adapt to a rapidly changing technology
• Bilingual in Spanish/English language preferred
• Ability to work weekdays and weekends required

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 [email protected].

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.