Our Opportunity:

Chewy is looking for an Sr Team Member Advocate  to join our HR Service Center based in Dania Beach, FL. We are looking for highly motivated individuals who thrive on being a trusted partner for our employees. This is a unique opportunity for HR professionals to gain more exposure to the full employee life-cycle at Chewy, where you will be empowered to make a difference for our employees. You will serve as the voice of Chewy to our employees, and prospective employees, as you respond to internal and external inquiries, independently manage assigned cases that require escalation and complex problem solving, partner with leaders in the organization to better service our employees, and strategize to provide solutions on how to run the service center in an efficient and engaging manner. Using a broad knowledge of all HR processes and applicable laws, you will advise our employees on questions related to onboarding, compensation, benefits, personnel records, timekeeping, payroll, policies and HRIS processes via inbound calls, live chats, in person, and other platforms while maintaining a high level of confidentiality. As Chewy keeps growing as a business, so will you! Our non-negotiables include an unwavering empathy, a call for action, and a deep drive to proactively deliver an amazing experience for our Chewtopians!

What You'll Do:

• Interact with employees via inbound calls, live chats, social media and other platforms to answer all inquiries using HR knowledge and expertise
• Act as the point of contact for escalated inquiries from employees that require a high level knowledge of HR processes and applicable laws to ensure compliance and that responses are following company policies and procedures
• Manage unresolved inquiries from employees by partnering with the COEs to gather a response, and then decide on how this information is communicated to be used by the Service Delivery team for future inquiries related to the topic
• Help guide employees with facts on the organization, HR programs, policies and the processes. Perform research as needed to fully resolve inquiries
• Provide suggestions on the enhancements of our current service offerings, service center programs, guidelines, or procedures that impact our employees
• Manage service improvements by partnering with the IT department to enhance our services, in partnership with HR leaders, to better service our employees
• Identify moments that matter in the employee lifecycle and provide action plans to leaders on creating a memorable and positive experience
• Maintain the confidentiality of all information, protects the assets of the Company, reports non-compliance and adheres to all applicable federal, state and local laws and regulations, and company policies and procedures
• May develop queries; generates and distributes reports to lead our service to a proactive communication vehicle for frequently asked questions
• Develops standards and SOPs to support HR Operations and Team Member Services Team
• Maintaining appropriate records, files, documentation, etc.
• Assists with HR special projects and performs other duties as assigned

What You'll Need:

• Bachelor’s Degree in Human Resources or related discipline preferred
• SHRM-CP or PHR Certification preferred
• Minimum of 3-5+ years of HR experience (HR Generalist within service delivery or operations experience highly preferred)
• Experience preferably working in an HRIS system (Workday, Service Now, Kronos, or Greenhouse preferred)
• Customer service focused, have a passion for process improvement, be self-motivated and able to work both independently and in a team environment
• Proficiency with Microsoft Office products; specifically, Word, PowerPoint and Excel
• Be a strong sense of ownership, self-starter, and have a strong attention to detail
• Demonstrated ability to multi-task and perform well in a face paced environment
• Strong time management, critical thinking and organizational skills
• Superior communication skills (written, verbal, and listening) and strong interpersonal skills
• Excellent analytical, problem solving and troubleshooting skills
• Flexibility to shift schedule as needed by the business unit
• Proven ability to maintain confidentiality and secure sensitive information
• Position may require travel

Bonus:

• Experience with Service Now is a plus

If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at our company, please contact [email protected].

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