Customer Care

Arlington, VA, US, 22202

Specialist - Customer Care (Human Resources)

Role Information

Job Title: Specialist – Customer Care (Human Resources)

Department: Administration

Business Unit: Audit

Reports To: Manager - Customer Care

Supervisory Role: No

FLSA Status: Non-exempt

Job Summary

The Call Center Specialist – Human Resources will resolve and document employee inquiries in a timely and accurate manner while maintaining a high level of customer satisfaction and confidentiality. The Specialist will work closely with the Human Resources business units to ensure detailed information is provided to Lidl US employees. This position will report to the Customer Care Manager.

Essential Functions

  • Respond to employee questions regarding standard HR procedures and practices via multiple channels
  • Inform employees on the HR Services available and encourage use of self-service tools
  • Utilize computer technology to handle high call, chat, and email volumes and ensure short wait times
  • Appropriately document call details and relevant information utilizing the Sales Force management system
  • Collaborate effectively with colleagues in order to execute tasks and fulfill key deliverables within the Customer Care and HR functional areas
  • Utilize a positive and high level of professionalism to drive results and increase beneficial outcomes for the HR functional area team(s) and employees at all times
  • Compile reports and provide feedback on Human Resources inquiry trends
  • Escalate HR inquiries to appropriate department when necessary
  • Perform all other duties when assigned

Required

Required Knowledge, Skills, Abilities

  • Ability to work evenings and weekends
  • Excellent written and spoken communication skills
  • Excellent interpersonal skills with a focus on rapport building, listening, and asking questions
  • Strong customer service experience in HR, especially in assisting customers with resolving questions and/or potential issues
  • Experience working with CRM system(s)
  • Ability to maintain a professional and calm demeanor in handling complex, demanding, or sensitive scenarios
  • Ability to manage multiple tasks concurrently while maintaining attention to detail and commitment to deadlines
  • Strong analytical and problem solving skills
  • Ability to be flexible and adapt quickly in a fast-paced environment
  • Ability to work well in a close knit, collaborative environment

 

Required Education, Certifications/ Licenses, Related Experience

  • Minimum high school diploma or GED equivalent
  • 2 - 4 years related experience working in Human Resources customer service or call center environment

 

Preferred

  • Associate’s or Bachelor’s degree
  • Previous experience as an HR Generalist
  • Experience in retail/grocery industry

 

Physical Job Requirements

  • This position requires the ability to remain in a stationary position (standing and/or seated) more than half the time
  • The person in this position must be able to maneuver (lift, move, carry, slide, etc.) less than 15 lbs.
  • This position requires the ability to spend all of the time viewing computer monitors
  • The person in this position must be able to identify and distinguish between colors less than half the time

 

Travel Requirements

  • This position commutes between regional offices/distribution centers less than 25% of the time
  • Anticipated travel will be by car

Preferred

Lidl US, LLC & Affiliates provides equal employment opportunities (EEO) to all employees and applicants without regard to, including but not limited to, race, sex, color, religion, gender, sexual orientation or preference, gender identity or expression, national origin or ethnicity, age, marital status, pregnancy, genetic information, disability, or veteran status, in accordance with applicable federal, state and local laws.

At a Glance

Location: 

Arlington, VA, US, 22202

Job Type:  Full Time
Reference Number:  15386

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Nearest Major Market: Arlington Virginia
Nearest Secondary Market: Washington DC

Job Segment: HR, HR Generalist, CRM, Human Resources, Technology

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