Employee Relations Coordinator

As the Employee Relations Coordinator (Associate Case Manager), you are responsible for investigating and resolving Associate and Customer complaints submitted to the company. In this role, you will complete key tasks to facilitate the complaint resolution process from start to finish, including but not limited to gathering and analyzing evidence, making disciplinary recommendations, and completing timely and accurate investigation summaries. This position requires high integrity towards both legal regulations and company standards, tactful communication, and excellent customer service skills.

The Associate Case Manager is a Support Team role based out of our Corporate Office in Norcross, GA in the metro Atlanta area. Our Corporate Office Support Team consists of 300+ Associates who are committed to supporting our Operations Team as they proudly serve and create memorable experiences for our Customers. Housing over 40 departments and many fields of industry, we take pride in offering a wide variety of opportunities at every stage of your career. If you are just looking for a job “right now”, Waffle House probably isn’t the right fit for you. If you are a career-minded person who values hard work, is passionate about putting people first, and wants to build a meaningful career alongside like-minded people, this is the place for you!

What We Offer:

• Health & Wellness Package including medical, dental, vision and life benefits, and health-related activities
• Employee Assistance Program free to all Associates and their household members
• Paid time off up to 4 weeks and six paid holidays
• A strong, unique culture built upon putting people first, showing up and servant leadership
• Unlimited learning and development opportunities
• Internal referral program
• Community involvement and volunteer opportunities
• Team building activities department and company-wide

What you'll do:

• Review and assess complaints as assigned
• Gather essential documentation needed for the resolution process, including but not limited to: staffing schedules, sworn written statements, payroll records, CCTV security footage
• Thoroughly review and analyze all evidence to make disciplinary recommendations in alignment with company policies and legal regulations
• Coordinate investigation activities with Operations team and communicate recommended disciplinary actions
• Conduct remote and phone witness interviews in assigned markets
• Manage numerous cases simultaneously and summarize investigation findings in the system
• Performs other duties as assigned

What we're looking for:

• Strong written and verbal communication skills
• Strong organization skills
• Strong customer service skills
• Must be able to function highly as an independent decision maker, but also a ‘Team Player’ when needed
• Someone who is detail oriented and driven results
• Someone with high integrity when handling sensitive information

Experience/Educational Requirements:

• Associate’s degree or higher preferred; high school diploma required
• Proficiency in Microsoft Office Suite
• Working knowledge of AS400 preferred

Who Are We?

In 1955, two Georgia neighbors opened up a restaurant that would change the world. That first restaurant led to the Waffle House brand you see today. As the business expanded throughout Georgia and the Southeast, the “Yellow Sign” soon became a familiar landmark, signifying America’s Place to Eat™ and America’s Place to Work™. Today, the Waffle House system has more than 1,900 locations in 25 states, reaching as far north as Pennsylvania and as far west as Arizona. All open 24-hours a day, seven days a week, 365 days a year. Our workforce can be broken into two categories – Operations (Restaurant Associates and Managers) and Support Team (Corporate Office Associates, Field Recruiters, and Maintenance Technicians).

We are a strong, growing company dedicated to our Customers and Associates. We would love to have you on our team! To learn more about the Waffle House culture and our great community of employees and customers, please visit !

WAFFLE HOUSE IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER