HR Services Representative 1

Job Profile Summary This position is responsible for providing Tier 1 level support to more than 26,000 partners at all levels across Petco. This role is expected to manage, resolve, and/or escalate partner cases in accordance with standard operating procedures, policies, and service level agreements (SLAs). Incumbents must have strong communication, interpersonal, and organizational skills, and be self-motivated, detail-oriented and well-organized. Job Description Essential Job Functions: The partner must be able to perform all of the following duties and responsibilities with or without a reasonable accommodation: Handling customer interactions, primarily through phone calls, to address inquiries, resolve issues, and provide support Perform independently to resolve general partner issues related to payroll, benefits leaves, talent management, talent acquisition, learning, etc. and strive to deliver first-contact resolution. Work with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating to a positive partner experience. Resolve partner inquiries and issues by utilizing HR Service Center standard operating procedures, company policies & procedures, knowledge management system and other reference materials. Ensure proper triage, escalation and effective resolution of higher-level issues and challenging interactions to subject matter experts and/or management. Build and maintain effective business relationships with all departments. Responsible for meeting and/or exceeding established key performance indicator metrics as defined by management. Interact professionally and effectively through verbal and written communication with all professional contacts with emphasis on company interests. Education/Experience : Associate’s degree or equivalent amount of Bachelor education in HR or related field preferred. 1 or more year of experience in HR, call center, or related field preferred. Experience in a high-volume administrative support environment supporting multiple staff and/or departments. Presents ideas and information to customers in a clear, concise manner, exhibiting exceptional communication skills (written and verbal). Adapts communication style to different customer groups. Demonstrates attention to and actively strives for understanding of customers’ concerns and opinions. Demonstrates ability to listen effectively to customer concerns and issues to provide applicable solutions. Demonstrated a passion for customer service with specific emphasis in contact center support, preferably within an HR organization. Attention to detail, organizational skills, and the ability to multitask. Note: Current responsibilities are impacted by company and team priorities that may have evolved from what is displayed in the Workday job profile. The description provides general job duties and requirements, but the partner’s manager may assign additional responsibilities or tasks depending on business needs.

Location: Querétaro, Mexico, MX

Posted Date: 9/14/2025