Representative, HR Support Ctr

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.

About the role

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 assists and facilitates employee and manager inquiries and requests received via phone, email, or other access channels. In this capacity, the Representative uses case management tools to respond to and track inquiries, applying judgment, experience, and knowledge with independent thinking abilities.

Responsibilities

• Provide customer service to employees and managers by answering a large volume of phone calls and emails, resolving a majority of inquiries during first contact.
• Apply problem-solving and leverage available resources to address service inquiries, including first-level HRIS transaction corrections, systems navigation, and guidance on self-service tools.
• Accurately and timely log cases in the case management system.
• Triage and escalate cases appropriately based on the subject matter of inquiry by asking probing questions and applying problem-solving.
• Respond through a variety of channels to inquiring parties and stakeholders, clearly communicating resolutions.
• Acquire and maintain a working knowledge of HR systems, procedures, and resources.

Requirements

• 1-2 years of experience in customer-facing and/or call center roles.
• Human resources experience preferred.
• 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 with strong probing skills.
• Proficient in Windows-based computer systems; experience with Workday & ServiceNow preferred.
• Ability to work assigned shift.

Benefits

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

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.