Team Member Services Representative

Support Center - Irving

The Team Member Services Representation will provide direct human resource support to Team Members, Stores and Field management. In addition, the span of responsibility may also include interaction with customers and/or governmental agencies, unemployment and other general administrative duties.

Major Activities

• Responsible for HR, benefits, and payroll call support for Team Members via call, email and ticketing system including research, de-escalation, and resolution.
• Respond accurately and professionally to questions and concerns from Team Members regarding policies, procedures, and programs; escalating more complex questions to appropriate senior-level staff or management
• Work with appropriate business partners to assist with multiple administrative tasks.
• Possess a working understanding of basic human resources principles, practices, procedures, and company policies.
• Communicate effectively and professionally with all levels of the company.
• Collaboration with assigned business partners on ways to better serve our Team Members in the field through correctly identifying call/email trends.
• Provide support in a professional, efficient, upbeat, and friendly manner.
• Log all calls into the appropriate systems including detailed descriptions, history, and resolution of issues.
• Work effectively in Workday, handling sensitive PII information with caution and care.
• Assist field management in responding to Team Member questions regarding time/attendance, benefits, policies, and LOA
• If applicable provide bilingual support, both written and verbal.
• Other duties as assigned

Minimum Education

• 2-4 year degree in a related field ​

Minimum Type of Experience the Job Requires 

• One (1) year of previous Call Center/Customer Service experience
• 2 years HR or related field experience
• Experience in confidential environments

Other  

• Exceptional customer service, listening, problem solving and interpersonal skills
• Strong verbal and written communication skills
• Strong familiarity using computers and the Internet
• The ability to diagnose, troubleshoot and resolve (and follow up) issues over the phone in a fast-paced, dynamic environment
• Must be flexible and comfortable working in a new business environment
• Need to be open/able to work all shifts, including evenings, weekends, and some holidays
• Ability to maintain strict confidentiality regarding payroll, benefits, and associate issue
• Outstanding interpersonal skills, ability to always display patience and helpfulness

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

At The Michaels Companies Inc, our purpose is to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit www.michaels.com

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. For more information, visit mikbenefits.com.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

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