HR Contact Center Rep

Southeastern Grocers


Job Description

Southeastern Grocers is committed to a culture of belonging and fostering an inclusive environment where we celebrate differences. As a great place to work, we empower everyone to be their full, authentic selves. Read our Belonging, Inclusion and Diversity Statement here.

 

HR Contact Center Rep

 

 

Job Purpose

Job Purpose

Responsible for providing superior customer service support to company associates in the resolution of associate inquiries. This position provides support and will evaluate and research cases making sound recommendations on the courses of action. This position provides responses to inquiries concerning multiple functions including benefits, payroll, leave of absence, talent acquisition and human resources questions. Provides effective and consistent interpretations of policies and processes and makes recommendations to continuously improve processes and associate experiences.

 

Essential Responsibilities

Percent Of Responsibilities

Responsibility

% Of Time

Provides support for email, text, web requests and customer phone inquiries. Monitors the incoming queues and responds as appropriate to inquiries. Evaluates and researches inquiries and makes recommendations on the course of action ensuring that customer satisfaction is maintained by appropriately responding to calls and efficiently escalating difficult calls.

60%

When requested, maintains contact with the customer to ensure appropriate information is provided to meet their needs. Responds to caller requests, inquiries, and issues through various types of correspondence in a professional and timely manner. Maintains or exceed Service Level Agreement ratings for multiple metrics (customer satisfaction, call response time, average case close time, etc.)

40%

Disclaimer

Performs other job-related duties as assigned.

 

Qualifications

Required Education

Required Education

Course of Study

High School / GED

 

Preferred Education

Preferred Education

Course of Study

Some College

Human Resources or related field

Relevant Experience

Relevant Experience

Supervisory Experience

0 -3 yrs minimum

No Supervisory Experience

Language Requirements

Language(s) Required

Language(s) Preferred

English

English, Spanish

Knowledge, Skills & Abilities Required

·    Demonstrated PC skills including working knowledge and proficiency with the primary Microsoft Office applications.

·    Strong oral, written and interpersonal communication skills.

Knowledge, Skills & Abilities Preferred

 

 

Environmental Factors

Department

Human Resources

Environmental Factors

SSC Light: Physical Demands: While performing the essential functions of this position, the associate is regularly required to sit, use hands or fingers to handle, hold or feel objects, tools or controls, talk, see, hear and perform repetitive movements with both hands. The employee is occasionally required to stand or walk on carpet, tile or concrete Working Conditions: Majority of the time will be spent indoors in a traditional office environment. Safety Risk Factors: The employee is rarely required to twist back and/or neck and walk on a slippery or cluttered floor surface. Overall Required Equipment a personal computer, telephone, printer, copy machine, fax machine and other general office supplies and equipment. Pulling Requirement 20 lbs. Lifting Requirement 20 lbs.

 

Travel Requirements

Travel Percent & Overnight

Travel Percent

Overnight

None

No

 



Industry