HR Service Center Case Specialist

Fleet Farm; Appleton (WI); On-site; USD 52,000 - 76,000; Full time

Job summary

Fleet Farm is seeking an HR Service Center Case Specialist to manage and resolve HR inquiries and cases across multiple states, bringing strong HR knowledge and a service mindset. You will own cases from intake through resolution, research questions, identify solutions, document interactions, and collaborate with HR partners when escalation is needed.

This onsite role at our Service Support Center in Appleton, WI requires exceptional communication, confidentiality, and the ability to handle

Qualifications

• Previous experience in HR operations or employee relations.
• Working knowledge of HR practices, policies, and procedures.
• Ability to research issues, analyze information, identify solutions, and follow cases through resolution.
• Strong written and verbal communication and customer service skills.

Responsibilities

• Serve as a primary point of contact for Team Members with HR-related questions and concerns.
• Research and resolve inquiries related to HR policies, processes, benefits, payroll, leave, and other HR topics.
• Manage cases from intake through resolution, ensuring accurate documentation and timely follow-up.
• Apply HR policies and procedures to provide accurate and consistent guidance.
• Partner with Benefits, Payroll, Leave Administration, Employee Relations, District HR, Talent Acquisition, and HR Leadership to resolve issues.
• Escalate complex or sensitive matters requiring additional expertise or investigation.
• Maintain confidentiality when handling sensitive Team Member information.

Skills

HR policies

Customer service

Communication

Attention to detail

Research & problem solving

Confidentiality

Education

Bachelor's degree in HR or related field

Tools

UKG Core HR

HRIS software

Job description

At Fleet Farm, our Team Members are at the heart of everything we do. The HR Service Center provides centralized HR support to Team Members across multiple states, partnering with Benefits, Payroll, Leave Administration, Employee Relations, District HR, Talent Acquisition, and HR Leadership.

We are seeking an HR Service Center Case Specialist with a strong foundation in Human Resources who is passionate about helping people, solving problems, and delivering exceptional service. This role manages and resolves HR inquiries and cases, including complex and sensitive issues requiring research, critical thinking, sound judgment, and cross-functional collaboration.

Your Impact

As an HR Service Center Case Specialist, you will serve as a trusted resource for Team Members by providing accurate guidance on HR programs, policies, and processes. You will own cases from intake through resolution, research questions, identify solutions, document interactions, and partner with HR teams when escalation or additional expertise is needed.

Success in this role requires HR knowledge, strong communication, problem-solving skills, attention to detail, and the ability to handle sensitive information with professionalism and confidentiality.

What You'll Do

• Serve as a primary point of contact for Team Members with HR-related questions and concerns.
• Research and resolve inquiries related to HR policies, processes, benefits, payroll, leave, and other HR topics.
• Manage cases from intake through resolution, ensuring accurate documentation and timely follow-up.
• Apply HR policies and procedures to provide accurate and consistent guidance.
• Partner with Benefits, Payroll, Leave Administration, Employee Relations, District HR, Talent Acquisition, and HR Leadership to resolve issues.
• Escalate complex or sensitive matters requiring additional expertise or investigation.
• Maintain confidentiality when handling sensitive Team Member information.
• Identify trends and opportunities to improve HR processes and the Team Member experience.
• Support HR projects, audits, compliance activities, and continuous improvement initiatives.

What You Bring

• Previous experience in Human Resources, HR operations, HR service delivery, employee relations, benefits, payroll, leave administration, or a related HR function.
• Working knowledge of HR practices, policies, and procedures.
• Ability to research issues, analyze information, identify solutions, and follow cases through resolution.
• Strong written and verbal communication and customer service skills.
• Strong attention to detail, organization, and problem-solving skills.
• Ability to exercise sound judgment and maintain confidentiality.
• Working knowledge of HR systems; experience with UKG Core HR, Recruiting, and Workforce Management preferred.
• Ability to work independently and effectively collaborate with HR partners.

Work Schedule

Our HR Service Center supports Team Members across multiple states and operates on staggered schedules:

• Tuesday & Thursday: 9:00 a.m.–7:00 p.m.
• Team Members rotate closing coverage, currently approximately one evening per week.

This is an onsite position at our Service Support Center in Appleton, WI.

Fleet Farm is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, gender, ethnicity, religious creed or belief, national origin, ancestry, age, physical or mental disability, sexual orientation, genetic information, citizenship status, military or veteran status, pregnancy, or any other status protected by federal, state or local law. Upon request and consistent with applicable laws, Fleet Farm will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.