HR Call Center

Stop & Shop; Quincy (MA); Hybrid; USD 30,000 - 45,000; Full time

Benefits offered by this job

Comprehensive benefits

Associate discounts

Professional development

Hybrid work environment

Flexible scheduling

Job summary

Stop & Shop in Quincy is seeking an Associate Service Center HR professional to be the first point of contact for associate HR inquiries, handling phone and self-service tickets with confidentiality and accurate case documentation.

You will reference policies, escalate when needed, and support HR transactions while maintaining high data integrity. The role offers a hybrid schedule with three days at the Quincy office and remote days, and a pay range of $21.85–$32.77.

Qualifications

• High school diploma and 2-3 years in an office environment.
• Experience delivering customer service.
• Basic computer knowledge.
• Experience in HR and payroll processes (preferred).
• Experience in a customer service call center (preferred).

Responsibilities

• Handle incoming HR inquiries via phone or self-service tickets.
• Record interactions in the case management system and maintain confidentiality.
• Escalate to subject matter experts when needed.
• Perform HR transactions within scheduled timeframes with accuracy.
• Support projects and routine insurance premium processes.

Skills

Listening skills

Telephone skills

Questioning & summarizing

Data entry

Customer service

Multitasking

Education

High school diploma

Tools

MS Office

Job description

Category/Area of Expertise: Human Resources

Job Requisition: 557412

Address: USA-MA-Quincy-1385 Hancock Street

Store Code: Human Resources - Brands (5165066)

Here at Stop & Shop, we've been serving our customers and neighborhoods for more than a century. A lot has changed in that time, but one thing hasn't: Stop & Shop is a place where everyone can thrive and feel like they're part of family.

Our more than 50,000 associates enjoy competitive salaries, comprehensive benefits and discounts to support professional and personal journeys and flexibility that fits their lives.

We invite you to pull up a seat and discover the ways you can make an impact. There's always room at our table!

Ready to get your foot in the door with a growing organization? We're looking for customer-focused individuals who enjoy helping others, solving problems, and multitasking. Whether you're a recent high school graduate, college graduate, or looking to start a new career path, our Associate Service Center role is a great place to learn, grow, and make an impact.

As the 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.

What we ask of you:

• 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.)

What you bring to the table:

• 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

What we bring to the table:

• Culture committed to celebrating diverse backgrounds and experiences
• Comprehensive benefits
• Opportunities for professional development and career growth
• Associate discounts
• Team of associates dedicated to serving our local customers and supporting our communities
• Hybrid work environment with three days a week (Monday, Tuesday and Wednesday) at our Quincy Corporate office and the remaining days working remotely

The rate of pay for this position is $21.85-$32.77 and will be commensurate with background, experience as well as internal equity.

Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.