Introduction
Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.
Overview
Act as first point of contact for all associate HR related phone or self-ticketing inquiries while maintaining a high degree of confidentiality. Record all interactions in the case management system, resolve, record resolution and close case. Forward all interactions requiring research or more in-depth analysis/response to subject matter experts. Use all navigational tools provided to find answers and inform Supervisor of missing, inaccurate or confusing documentation. Work toward continuous improvement and skills building.
Responsibilities
- Respond to incoming phone calls or self-service tickets during scheduled times from employees, managers, terminated employees, family members and outside agencies or vendors
- Reference company policies and procedures and access systems to ensure accuracy of response and to offer all available information to assist with the highest level of customer service
- Recognize when escalation to a subject matter expert or to the Supervisor is necessary
- Record the details of each call or self-ticket. Maintain confidentiality of all information.
- Perform HR transactions in the HR system, and other applications as appropriate, within scheduled timeframes and with a high degree of accuracy and strict adherence to written procedures
- Utilize the case management system, knowledge base and other tools to actively manage caseload in accordance with team production goals and established service level objectives
- Participate in ongoing training to improve expertise, customer service skills and productivity
- Processes routine insurance premiums
- Assist as needed with projects (processing mail, term folders, etc.)
Requirements
- High school diploma and 2-3 year experience working in an office environment
- Experience in delivery of customer service
- Basic computer knowledge
Preferred Qualifications
- Experience in HR and payroll processes and procedures
- Experience in a customer service call center preferable
- Intermediate MS Office skills
Skills and Abilities
- Excellent listening and telephone skills
- Ability to ask relevant questions, clarify incomplete information and summarize key points
- Good data entry skills with a high attention to detail to provide accurate information
- Able to manage multiple priorities on an ongoing basis
Currently this role is remote, however by the end of the year a return to work requirement will be added.
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