Representative, HR Support Ctr

Family Fare, LLC; Byron Township, Northern (MI, KY); Hybrid; USD 38,000 - 58,000; Full time

Job summary

SpartanNash, a leading food solutions company with a DC and retail footprint, seeks an ERC Representative to deliver high-quality customer care to employees and managers in a busy call center. You will handle inquiries via phone, email, and web, logging cases, and guiding users through HR systems and self-service tools.

Responsibilities include case management, problem solving, and appropriate escalation. A working knowledge of HR processes and resources is essential to ensure timely, accurate

Qualifications

• Provides customer service to employees and managers via phone, email, or other channels.
• Logs cases in the case management system and tracks inquiries.
• Triages and escalates cases based on subject matter.
• Gains working knowledge of HR systems, procedures and resources.

Responsibilities

• Responds to high-volume inquiries with problem solving and resource guidance.
• Maintains accurate case records and uses self-service tools when appropriate.
• Communicates resolutions clearly across channels.
• Applies independent thinking and judgment to assist employees and managers.

Skills

Interpersonal skills

Communication

Independent work

Confidentiality

Multitasking

Probing skills

Windows proficiency

Workday

ServiceNow

Shift work

Tools

Workday

ServiceNow

Job description

As a member of the C&S Wholesale Grocers family of companies, SpartanNash is a food solutions company that delivers the ingredients for a better life. A distributor, wholesaler and retailer with a global supply chain network, SpartanNash distributes grocery and household goods, including fresh produce and the Our Family® portfolio of products, to locations in all 50 states. Our braggingly happy team members — ranging from bakery managers to order selectors; from IT developers to vice presidents of finance; from HR Business Partners to export specialists — create braggingly happy customers spanning national accounts, independent and chain grocers, e-commerce retailers, U.S. military commissaries and exchanges, and the Company’s own brick-and-mortar grocery stores, pharmacies and fuel centers.

Location: 850 76th Street S.W. - Byron Center, Michigan 49315

Job Profile Summary

The Employee Resource Center (ERC) Representative is responsible for providing consistent, high quality customer care and service excellence to customers in a high-volume call center environment. The ERC Representative is responsible for assisting and facilitating employee and manager inquiries and requests that are received via phone, email, or other access channels. In this capacity, the ERC Representative uses case management tools to respond to and track inquiries, using judgment, experience and knowledge and applying independent thinking abilities. The Representative performs high-volume services through the ERC through standardized processes including administrative work, issue resolution and database transactions via telephone, web, email or correspondence.

Job Description

Provide customer service to employees and managers by answering a large volume of phone calls and emails and resolving a majority of inquiries during first contact. Apply problem solving and leverage available resources to address service inquiries including but not limited to first-level HRIS transaction corrections, systems and internal resources navigation and guidance to use self-service tools. Accurately and timely log cases on the case management system. Triage and elevate cases appropriately based on subject matter of inquiry by asking probing questions and applying problem solving. Respond through a variety of channels to inquiring parties and stakeholders and clearly communicate resolution. Acquire and maintain a working knowledge of HR systems, procedures and resources.

Travel Required

Travel Required: No

Environment

Office Temperature (65F to 75F)

Skills

• Strong interpersonal and communication skills
• Ability to work independently with minimal supervision
• Ability to maintain confidentiality
• Ability to manage competing priorities and multi-task in an active call-center environment
• Resourceful & strong probing skills
• Proficient in Windows-based computer systems
• Experience with Workday & ServiceNow preferred
• Ability to work assigned shift

Years Of Experience

Years Of Experience 1-2 : Experience in customer-facing and/or call center roles. Human resources experience preferred.

Benefits

As part of our People First culture, SpartanNash is proud to offer a robust and competitive Total Rewards benefits package.

Equal Opportunity

SpartanNash is an Equal Opportunity Employer that invests in Associate development, recognizes and celebrates success, fosters two-way communication, and promotes a sense of belonging. We are committed to providing equal employment opportunities to all individuals, including those with disabilities and Veterans.

We are not able to sponsor work visas for this position.

Company Overview

C&S Wholesale Grocers, LLC is a leader in food solutions across the United States. Established in 1918, C&S had its start as a supplier to independent grocery stores. Today, the C&S family of companies — including Grocers Supply, Hansen Distribution Group, FreshKo Produce Services, The Davidson Specialty Food Group and SpartanNash — delivers innovative supply chain solutions, products and services to chain, independent and military customers from 60 distribution centers nationwide. C&S offers a comprehensive range of products for every aisle of the grocery store, from fresh produce to household goods, including within our private label portfolio. C&S operates more than 200 corporate-run grocery stores primarily under the banners: D&W Fresh Market, Grand Union, Family Fare, Martin's Super Markets and Piggly Wiggly. C&S is deeply committed to corporate citizenship, actively supporting various charitable causes that help enrich and feed our communities.