Customer Resource Representative Jobs (NOW HIRING)

Our values start with our people, join a team that values you. Bring your talents to Ross, our leading off-price retail chain with over 2,200 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on-trend merchandise at extraordinary savings.

All while providing a fun and exciting treasure hunt experience. As part of our team, you will experience: Success. Our winning team pursues excellence while learning and evolving Career growth.

We develop industry leading talent because Ross grows when our people grow Teamwork. We work together to solve the hard problems and find the right solution Our commitment to Diversity, Equality & Inclusion, and our community. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger.

We strive to be a positive force in our community. Our Corporate headquarters are in Dublin, CA, we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2025 revenues of $22.8 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams

GENERAL PURPOSE: Human Resource Representative serves as a point of contact for HR Services, Talent Acquisition coordination, and the primary contact to evaluate criminal convictions in the background check process and provide hiring recommendations to the appropriate hiring manager. Supports Ross Stores Inc.'s background check screening process and is responsible for researching and executing quality evaluation and resolution of "needs review" background checks in compliance with applicable laws and company procedures. The HR Services Representative is responsible for receiving, routing, and responding to calls from store management, field leaders, corporate and distribution centers on matters related, but not limited to: support of the recruiting and onboarding process; assist with locating HR policies and procedures; provide guidance on basic policies and procedures, working closely with various other support functions to resolve matters; collects and disseminates information quickly, clearly and accurately to the appropriate workgroup through the case management system; identify and immediate escalate critical matters; identify priorities and problems requiring action and facilitating communication for timely responses

The Human Resources Services Representative partners with their Manager to regularly review performance in delivering high-level customer service. The base pay range for this role is $22.69 - $32.79. The base pay range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location

The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location. ESSENTIAL FUNCTIONS: Monitors various HR inboxes and responds to inquiries and escalates to the appropriate workgroup.

Provides support to our internal staffing and human resources systems from the initial creation of the requisition, tracking of activity and the final offer processes. Responsibilities include posting jobs on various websites, coordinating and scheduling phone and in-person interviews, administration of temporary staffing programs, & administration of the Associate Referral Award program. Coordination of new hire on-boarding processes such as background checks and relocation.

Receives large volume of incoming calls from various levels of associates, responding to routine inquires following established procedures including but not limited to; payroll, benefit, and LOA questions, and HR system navigation questions. Acquires substantial knowledge concerning Human Resources policies, programs, and procedures that allow first call resolution in the majority of cases. Collects and disseminates information to designated workgroups from clients calling a general HR phone number.

Quickly interpret the situation, determine the appropriate resolution, transaction, and/or escalation, and communicate the resolution and/or escalation to the caller. Logs all inquiries into a case management system used by the Company, recording and maintaining call history and outcomes. Takes immediate partnership for any critical or risk involved cases to ensure a quick and timely response.

Track and report on workload & customer service requests. Responsible for all aspects of assigned background screening adjudications for all business units, including: o Validating applicant and associate credentials o Performing an individualized assessment in compliance with legal guidance to evaluate the candidate's suitability for hire or promotion o Researching candidate qualifications/eligibility by contacting applicants and outside entities such as educational institutions, courts, and other third parties for information o Determining whether the background check should be passed or failed o Partnering and advising clients of outcomes based on results of background screening Works directly with our background check vendor and vendor system to accurately track the status of background check adjudication, log final resolutions, and ensure service level agreements/vendor performance metrics are met. Acts as a liaison between the legal department, HR, and the background check vendor to resolve issues and refine processes.

Responsible for accurate data entry of all background checks in HR Case Management System and accurate reporting of results. Interfaces with managers, supervisors, and recruiters to interpret and report background check results. Develops solid knowledge of current background check laws; drafts customized letters and follow process flows as required.

Performs special projects and other duties as assigned. COMPETENCIES: Collaboration Communicates Effectively Manages Conflict Leading by Example Ensures Accountability and Execution Plans, Aligns and Prioritizes Demonstrate Functional and Technical Knowledge QUALIFICATIONS AND SPECIAL SKILLS REQUIRED: Bachelor's Degree or higher preferred 1-3 years administrative experience MS Office skills, including Word and Excel Ability to communicate clearly and effectively (verbal and written) with organizational awareness and sensitivity Attention to detail Ability to handle confidential and sensitive information with discretion Ability to meet or exceed established service level expectations Ability to apply general rules to specific problems to produce answers PHYSICAL REQUIREMENTS/ADA: The job requires the ability to work in an office environment, primarily on a computer. Requires sitting, standing, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc.

Consistent timeliness and regular attendance. Vision requirements: Ability to see information in print and/or electronically. This position may be performed remotely anywhere within the United States except it cannot be performed in the State of Colorado and New York City.

#LI-REMOTE SUPERVISORY RESPONSIBILITIES: None DISCLAIMER This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities, and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce.

Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws. Apply