Administrator Associate Service Center

Ahold Delhaize•Martin, PA

About The Position

At The GIANT Company we're committed to making our stores and facilities better every day for our team members, customers, and communities. It's our secret recipe for success and it guides everything we do. We put our customers first, do what's right, win together, and make ideas happen. As a team member here, that's exactly what you'll help us do. You'll share your ideas, learn new skills, and really make a difference for not only your team, but for your customers and your community. ASC Admin I Position Summary: Act as a 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.

Requirements

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

Nice To Haves

Experience in HR and payroll processes and procedures
Experience in a customer service call center preferable
Intermediate MS Office skills

Responsibilities

Act as a 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.
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.