Call Center Representative - Full-time / Part-time

We're seeking experienced Call Center Representatives for opportunities at the Hannaford corporate headquarters in Scarborough, ME. Explore the opportunity to work with a leader in the complex, competitive world of the supermarket industry!

As Call Center Representative you will act as the first point of contact for all associate HR-related telephone inquiries. You will be responsible for recording all interactions in the case management system, escalating as required, utilizing all resources to resolve inquiries and/or document for further research, and working toward continual improvement and expansion of skills.

Responsibilities:

• Respond to incoming phone calls or self-service tickets from former and current employees, family members and outside agencies or vendors.
• Identify trends and problems in calls and communicate to management.
• Initiate outgoing calls to follow-up on self-service tickets and ticket resolutions.
• Reference company policies and procedures 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-service ticket. Maintain confidentiality of all information.
• Perform transactions such as address changes 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 meetings to improve expertise, customer service skills and productivity.
• Assist with imaging functions as needed, such as prepping, scanning and indexing HR documents into the imagining application.
• Respond in a timely manner to all request for associate information, ensuring that data is not released to unauthorized personnel.
• Other tasks and projects as assigned.

Qualifications:

• High School Diploma or equivalent
• 2-3 years high volume call center experience required
• Experience in delivery of customer service, preferably related to HR and payroll processes and procedures
• Excellent listening skills and professional phone etiquette
• Effective written and oral communication skills
• Computer proficiency and accurate data entry skills

Why you'll love working for us:

• Benefits package
• Paid time off program
• On-site amenities include cafeteria, gym, dry cleaning service, and more!