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C&S Wholesale Grocers, Inc. , based in Keene, NH, is the largest wholesale grocery supply company in the U.S. and the industry leader in supply chain innovation. Founded in 1918 as a supplier to independent grocery stores, C&S now services customers of all sizes, supplying more than 6,000 independent supermarkets, chain stores, military bases, and institutions with over 150,000 different products. At C&S, We Select the Best® – those with the motivation, pride, and drive to succeed in our fast-paced world.
Working Safely is a Condition of Employment at C&S Wholesale Grocers, Inc. C&S Wholesale Grocers is proud to be an Equal Opportunity and Affirmative Action employer, and considers qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.
The Bilingual Employee Resource Center (ERC) Representative is responsible for providing consistent, high quality customer care and service excellence to its customer base of 18,000+ in a call center environment. The ERC Representative will be responsible for assisting and facilitating employee and manager inquiries and requests that are received via phone, email, or other access channels. The ERC Representative will use case management tools to respond to and track employee and manager inquiries, using judgment, experience and knowledge and using independent thinking abilities. The incumbent will perform high-volume services through the ERC through standardized processes including administrative work, order fulfillment and database transactions via telephone, web, facsimile, email or correspondence. This individual must have strong communication skills and must have attentive listening skills that enable them to ask probing questions to aid them in problem solving and issue escalation. In this role, the ERC Representative will have a deep knowledge or HR Process and Practices as they relate to the HR functions.
First point of contact for inquiries from all channels, primarily inbound call center inquiries - resolving 70% - 90% of inquiries during first contact.
Helps customers navigate through direct access materials and functionality.
Seeks rapid and efficient resolution of 'How To' questions using scripts, FAQ's, and desk top procedures without deviation, promptly resolving upon first call/contact.
Logs all calls on the case management system.
Updates other systems as needed.
Abides by documented guidelines when handling customer calls.
Uses professional and customer focused approach to handle customer inquiries.
Ensures client privacy where appropriate, including confidentiality and protection of sensitive client reports or information.
Ensures quality customer experience by communicating empathy to de-escalate difficult situations.
Consults managers and employees and provides guidance on aspects of manager/employee issues related to HR policies & procedures.
Displays dependability by being punctual and achieves an appropriate level of attendance.
Handles situations which require adaptation of response or extensive research
Maintains ownership of cases through resolution working with internal resources and/or COE's
Investigates customer complaints regarding services, and issues resulting in appropriate resolution.
Provide feedback and recommended updates of all tools, job aids, scripts, and standard operating procedures
Attends and participates in on-going training to support the ever changing environment.
Demonstrates an ability to learn and actively seek out knowledge in a self-guided, keyword driven and document heavy knowledge base.
May assist with outbound calls, process improvement, support work, knowledge base improvement suggestions, and peer coaching
Experience with Workday and case management tools preferred.
Bachelor’s degree preferred; equivalent experience considered
Bilingual, Spanish and English
Minimum of one year of HR experience; broad knowledge of HR concepts preferred
Strong organizational, interpersonal, communication, and customer service skills, with both technical and functional end users
Proactive approach to resolving issues
Strong verbal and written communication skills, including phone and email communication
High attention to detail
Ability to manage competing priorities and multi-task in an active call-center environment
Ability to maintain confidentiality
Demonstrated proficiency with Microsoft Office applications
Experience with ServiceNow or Workday preferred
Requisition ID 10462
Company C&S Wholesale Grocers, Inc.
Category Human Resources