Operations Support Center Representative - Full-time

Driven To Serve® and Ready to Succeed!

Working with Towne Park offers a variety of employment opportunities for your unique career plan! Whether you’re a part-timer, careerist or adventurer, Towne Park gives you the tools to learn and grow. With business in 50+ national markets, there’s no limit to where Towne Park might take you!

No matter what you’re looking for, Towne Park provides a winning environment working alongside the brightest and friendliest colleagues around. Whether it’s team events, giving back to the communities where we live and work, or celebrating a Towne Park win, you’ll find a fun and welcoming work experience! JOB SUMMARY
The Operations Support Representative provides administrative and human resources support to field operations managers, associates, and internal customers. This position supports multiple districts.

DUTIES AND RESPONSIBILITIES
Support Call Center
• Provides Tier 1 support by answering, researching and resolving internal customer calls that come into the support center

Payroll
• Reviews for accuracy, gains approvals and processes requests, including but not limited to:
- Payroll Correction Forms
- Stop Payments and Pay Check Reissues
- Missed Punch Forms
- Wage Scale Changes
- Reclassifications & Allocations
• Troubleshoots and escalates time and attendance issues on a daily basis and escalates concerns to the appropriate department as required.
• Work with field operation to ensure all hourly associates’ unapproved shifts and errors are corrected timely on Payroll Monday.
• Monitors tip reporting on a weekly basis and reports potential errors to field operations.
• Processes requests for replacement W-2 and W-2C forms.
• Requests payment of City and State mandate checks.
• Notifies field operations of rejected bank authorizations.
• Assists field operations regarding setting up and changing payment elections.
• Processes password resets for timekeeping system.

Human Resources
• Requests ID badges for new hires and replacement badges for current associates.
• Escalates associate relations concerns to the appropriate HR manager or director.
• Reviews I-9 reports for new hires, hires associates in Applicant Tracking System, and update citizenship status.
• Reviews I-9 reports for Tentative Non-confirmation (TNCs), works with field operations to ensure the case if referred to the associate, appropriate action is taken and case is closed once resolved.
• Receives wage scale requests, updates wage scale spreadsheet, and processes daily audit against wage scale and new hire report.
• Reviews daily wage scale audit error findings and works with field operations to determine if corrections need to be processed.
• Adds and deletes user access to I-9 suppository system.
• Notifies field operations of required paperwork for potential Work Opportunity Tax Credits.
• Maintains master Account Manager contact list.
• Fields benefit questions including: status inquiries, FMLA request, PTO request, and open enrollment.
• Processes password resets for the Applicant Tracking System as well as the Learning Management System.
• Provides assistant to field operations in running reports, requesting classes, and Tier 1 support for the Learning Management System.
• Travels to field operations to provide training and attend account manager and team meetings, as needed.

HRIS Systems
• Provides Tier 1 support to field operations through obtained technical acumen in HRIS, timekeeping and other systems used.
• Assists associates with processing password resets, changing email addresses, setting up payroll payment elections.
• Provides training to field operations through new manager sessions, one-on-one training, and Account Manager meetings.
• Assists field operations with the creation of positions, delegating tasks, locating pay slips and W2s.
• Conducts quality control measures for transfers and promotions.
• Provides support for testing of new version of the HRIS system.

Accounting
• Reviews for accuracy, gains approvals and processes requests, including but not limited to:
- Check Requests
- Expense Reports
- New Vendor set up Requests
• Submits bi-monthly orders for office supplies, uniforms, and tickets.
• Updates Purchase Order tracker to include comments and tracking information.
• Works with field operations to ensure items purchased are received timely in the system.
• Submits cancellations and purchase order changes to Accounts Payable for adjustments.
• Requests invoice status.
• Requests general ledger coding corrections with Accounts Payable.
• Provides training for field operations of the purchasing and receiving system.

Works New Site Opening Team:
• Ensures office supply, uniform and ticket orders are placed timely.
• Ensures wage scale, HRIS, and timekeeping systems are updated timely.
• Ensures field operations have appropriate access to manage effectively.
• Ensures new hires are hired and first payroll is processed correctly.
• Travels to New Site Opening locations as needed.

Systems and Standards
• Participates in conference calls and other meetings as needed.
• Maintains strict confidentiality related to associate information.
• Cooperates with management and coworkers to ensure that services are adequately maintained to meet the needs of internal and external customers.
• Completes all tasks in a timely manner as instructed by OSC Manager.
• Executes all terms and conditions as set forth in the Towne Park Associate Handbook and standard operating procedures.
• Maintains a clean, neat work environment.
• Treats clients and associates with courtesy, respect, and dignity.

Safety and Risk Management
• Understands and follows safety and security procedures.
• Practices preventative safety procedures as set forth by Towne Park.
• Reports all accidents and incidents to the OSC Manager immediately.
• Uses only equipment trained to use and operates all equipment in a safe manner.
• Reports all potential high risk areas and safety concerns to the OSC Manager.

KNOWLEDGE, SKILLS AND ABILITIES
• Computer proficiency and technical aptitude with the ability to utilize MS Office (Excel, Word, and Outlook), the internet and various HRIS applications
• Ability to work flexible hours, including evenings and weekends as needed
• Ability to work independently to effectively plan and set priorities to accomplish required tasks
• Ability to manage several projects simultaneously while working under pressure to meet deadlines
• Ability to read, analyze, and interpret general business correspondence, instruction guides, and training materials
• Excellent written and verbal communication skills to effectively address job candidates and associates
• Ability to represent the company effectively in a variety of settings with a demonstrated understanding and appreciation for diverse cultures

QUALIFICATIONS
• An Associate's degree in a business or administrative related field AND one (1) or more years of administrative, customer service, or human resources experience; OR equivalent combination of education and experience

PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The associate is regularly required to stand; walk; sit; use hands to finger, grasp, handle or feel objects, tools or controls; reach with hands and arms; talk; and hear.
• Specific vision abilities required by the job include close vision and the ability to adjust focus.
• Work is performed in a normal office setting with minimal exposure to health or safety hazards. Substantial time is spent working on a computer.
• The associate must occasionally push, pull, lift and/or move up to 20 pounds.
• Ability to travel up to 20%
• Working extended hours may be required as needed.