What are the responsibilities and job description for the HR Contact Center Rep position at Southeastern Grocers?
Overview
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 compensation, 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
HR Support
Provides support for email and customer phone inquiries. Monitors open cases assigned by the HR Contact Center (HRCC) leadership team 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%
Associate Follow Up & Satisfaction
When necessary, 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.)
20%
Total Rewards Support
This role will be assigned to a specific Total Rewards (TR) team, which includes supporting this particular team with certain projects and initiatives as needed. This position will complete all assigned support duties, as well as attend team meetings and communicate back to overall HRCC team on updates from their assigned team.
20%
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.
· Place holder
- Strong oral, written and interpersonal communication skills.
· Place holder
Knowledge, Skills & Abilities Preferred
· Prior call center of HR experience
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.
Location and Travel Requirements
Location
Hybrid
Travel Percent, Overnight & Motus
Travel Percent
Overnight
Motus Eligible
None
No
No
