HR Service Center Representative- Tier 2

Job Category

Job Category: Corporate Offices

Requisition Number: HRSER
050570

Job Type: Full-Time, On‑Site

Corporate Office
Corporate Office
2401 S Memorial Dr
Appleton, WI 54915, USA

At Fleet Farm, our Team Members are at the heart of everything we do. The HR Service Center plays a vital role in supporting that commitment by delivering responsive, consistent, and high‑quality HR support across the organization.

In our HR Service Center, we are focused on creating a best‑in‑class employee experience through operational excellence, continuous improvement, and strong partnerships across Human Resources. Our team collaborates closely with District HR Managers, Benefits, Payroll, Leave Administration, Employee Relations, Talent Acquisition, and HR Leadership to provide seamless support and resolution for Team Members.

In this role, you will serve as the primary escalation point for complex employee inquiries and HR-related cases that require advanced research, case management, and problem‑solving. You’ll take ownership of sensitive matters from intake through resolution, ensuring each issue is handled with professionalism, urgency, and confidentiality.

Your ability to analyze situations, collaborate across teams, identify trends, and recommend improvements will help drive service excellence while supporting a positive Team Member experience.

• Serve as the primary escalation point for complex employee inquiries and HR Service Center cases.
• Manage and resolve sensitive employee matters related to leave administration, accommodations, payroll concerns, policy interpretation, workplace concerns, benefits, and employee relations.
• Conduct thorough case investigations by gathering information, reviewing documentation, partnering with stakeholders, and ensuring timely follow‑up and resolution.
• Collaborate with Benefits, Payroll, Leave Administration, Employee Relations, Legal, Talent Acquisition, District HR Managers, and other internal partners to resolve escalated issues.
• Maintain ownership of assigned cases from intake through resolution while ensuring accurate documentation within the case management system.
• Monitor service levels and case aging to ensure inquiries are resolved within established timelines.
• Analyze inquiry trends and identify opportunities for process improvements, training, and proactive solutions.
• Develop, maintain, and enhance HR knowledge articles, standard operating procedures, and service center resources.
• Support quality assurance efforts by reviewing case documentation and promoting consistent service delivery.
• Assist with onboarding, training, coaching, and mentoring HR Service Center Representatives.
• Participate in HR projects, audits, compliance activities, and continuous improvement initiatives.
• Handle highly confidential and sensitive information with discretion, professionalism, and sound judgment.

• Associate Degree in Human Resources, Business, or a related field, or equivalent experience.
• 4–6 years of Human Resources experience, including employee support, leave administration, benefits, payroll, employee relations, HR operations, or related disciplines.
• Working knowledge of UKG systems, including Core HR, Recruiting, and Workforce Management.
• Strong understanding of HR policies, practices, and employment-related processes.
• Demonstrated experience managing complex employee issues and case resolution.
• Strong analytical and problem‑solving skills with the ability to independently research and resolve inquiries.
• Excellent customer service and communication skills, including patience, attentiveness, and professionalism.
• Strong organizational skills with the ability to prioritize multiple cases and competing deadlines in a fast‑paced environment.
• Exceptional interpersonal skills and the ability to build effective partnerships across all levels of the organization.
• Excellent written and verbal communication skills.
• Demonstrated ability to maintain confidentiality and exercise sound judgment when handling sensitive information.
• Ability to work independently while effectively utilizing available resources, systems, and tools.

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