At Five Below our growth is a result of the people who embrace our purpose: We know life is way better when you are free to Let Go & Have Fun in an amazing experience, filled with unlimited possibilities, priced so low, you can always say yes to the newest, coolest stuff! Just ask any of our over 17,000 associates who work at Five Below and they’ll tell you there’s no other place like it. It all starts with our purpose and then, The Five Below Way, which is our values and behaviors that each and every associate believes in. It’s all about culture at Five Below, making this a place that can inspire you as much as you inspire us with big ideas, super energy, passion, and the ability to make the workplace a WOWplace! POSITION SUMMARY: The Crew Member Services Coordinator supports the Crew Member Services team, including the COVID-19 hotline. The Crew Member Services team is responsible for the creation and maintenance of Five Below Crew records, COVID-19 protocol administration, and Tier 1 processes for Human Resources (HR). This position serves as a subject matter expert and coordinates with internal and external partners to support HR and business needs. Job Responsibilities: Provide day to day support to the COVID-19 Hotline and Crew Member Services Operations Advise Crew Members on a wide range of HR policies, procedures, processes and systems across all functional areas to deliver accurate and timely response to customer contacts Intake Crew Member Services cases via calls, emails, web forms, paper mail, and walk-in contacts while maintaining up to date and throrough notes using a case management system Meet established Service Level Agreements and Key Performance Metrics including: Abandon call rate, call answer speed, customer satisfaction rate, and closed contacts Special projects as assigned by Crew Member Services Lead May be required to have weekend, evening, and/or holiday availability to support business needs Qualifications: Education: High School Diploma / GED or equivalent required. Bachelor’s degree in Human Resources, Business Administration, or related field preferred. Experience: A minimum of 1 year Human Resources experience is preferred. A minimum of 2 years experience with Shared Services, Call Centers, or People Operations preferred. Functional Skill Requirements HR Technical Expertise – HR Shared Services Administration Demonstrated proficiency in responding to customer requests, problem solving, processing administrative transactions and case management for a variety of areas, such as but not limited to benefits administration, staffing administration, learning administration, compensation administration, relocation administration, HRIS data reporting, policy application, etc. HR Technical Expertise – HR Information Systems Application & Reporting Demonstrated proficiency in application of HR systems to respond to customer requests, solve problems, process administrative transactions, and manage data integrity. Acquires and applies technical knowledge, skills, and experience to accomplish results and serve customers better. HR Technical Expertise - Process Management / Process Improvement Follows prescribed processes and guidelines per operating procedures. Figures out the process necessary to get things done. Suggests continuous improvement opportunities to develop better, faster, more efficient ways of doing things (including eliminating unnecessary work and all non-value-added activities). Competency Requirements Drive for Results Pushes self to exceed goals and achieve breakthrough results. Recognizes the key actions necessary to achieve results and maintains focus on achieving the important goals. Demonstrates persistence in overcoming roadblocks to achieving results. Interpersonal Relations Establishes and maintains constructive and effective relationships built upon trust. Uses diplomacy and tact to diffuse even high-tension situations. Relates well to all kinds of people, up, down and sideways, inside and outside the organization. Viewed by others as a team player. Ability to be patient, express empathy, and concern. Problem Solving and Decision Making Uses a systematic process to solve difficult problems including gathering and examining information from a variety of sources; identifying the root cause of problems; drawing appropriate conclusions; and generating viable solutions. Other Knowledge and Ability Requirements The ability to flawlessly execute in an environment with high volume and high complexity. Effective prioritization, follow-up skills and the ability to escalate issues when necessary. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Five Below is an Equal Opportunity Employer. Position Type: Hourly