Customer Service Representative

The Call Center Representative is responsible for handling escalated customer service calls from associates contacting the Albertsons Experience Center/Benefit Service Center. This role supports a high volume of inquiries related to both HR and benefits matters, ensuring timely, courteous, and accurate assistance while maintaining strict confidentiality.

Key Responsibilities:

• Manage a high volume of inbound calls, emails, and online ticket inquiries in a professional and timely manner.
• Accurately document all associate interactions in the system.
• Identify various scenarios and apply the appropriate resolution or escalate unresolved issues to the HR or Benefits Administrator as needed.
• Handle HR-related transactions and provide assistance with general HR concerns, including company policies and programs.
• Support benefit administration tasks such as enrollments, qualifying life event changes, beneficiary updates, and questions about group benefits (e.g., medical, dental, vision, life insurance, HSA, FSA).
• Advise and inform employees about the details of the company's HR and benefits programs.
• Maintain strict confidentiality of all employee-related information.
• Provide high-quality customer service by resolving issues effectively and following up with associates as appropriate.
• Demonstrate attention to detail and remain calm in high-pressure or stressful situations.

Candidate should be amenable to

• 100% Return-to-Office (RTO) work setup
• Shifting/night shift schedule
• Start date: August 17