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.