Administrator Associate Service Center

ViziRecruiter,LLC.; Scarborough (ME); Remote; USD 35,000 - 45,000; Full time

Job summary

A leading food retailer is seeking an HR support associate to act as the first point of contact for HR-related inquiries. Candidates must have a high school diploma and some office experience. This role currently supports remote operations with a focus on confidentiality and customer service excellence. Responsibilities include assisting employees through calls and tickets, and performing HR transactions accurately.

Qualifications

• High school diploma and 2-3 years of experience working in an office environment.
• Experience in delivery of customer service.
• Basic computer knowledge.

Responsibilities

• Respond to incoming phone calls or self-service tickets.
• Maintain confidentiality of all information.
• Perform HR transactions in the HR system with accuracy.
• Utilize the case management system to manage caseload.

Skills

Excellent listening

Telephone skills

Data entry skills

Attention to detail

Ability to manage multiple priorities

Education

High school diploma

2-3 years experience in an office environment

Tools

MS Office

Job description

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.