Call Center Representative Inbound
This position is responsible for providing exceptional service and support directly to employees and restaurant managers to enable access to and use / understanding of reward programs at Darden. The position requires a complete understanding of all reward programs (wages, salary, bonus, equity, health & welfare programs, retirement & savings plans, and voluntary benefit programs), processes that deliver these programs, and tools that provide employees and people leaders access to information / education about these programs.
Employees in this job will:
-Answer inquiries (phone, e-mail, fax) from employees and people leaders about their reward programs, exhibiting a breadth and depth of knowledge to enable first contact resolution for 80% of all inquiries
-Assess the situation / evaluate the nature of the inquiry through appropriate questions and by assessing information in multiple Darden and third party systems.
-Use judgment to determine appropriate resolution or need to escalate
-Make necessary changes to records in appropriate systems
-Document the nature and resolution of the contact in the call tracking system (Magic); Resolve and close short form contacts; Route long form issues to Admin team as appropriate for processing
-At the point of contact, educate employees and people leaders on the nature of their reward programs, how to maximize the value derived from these programs and on the tools available to support their understanding / use of the them
Working hours: 9:00 AM - 6:00 PM
-Excellent customer service skills; Ability to function as an empathetic and supportive advocate for the employee / people leader
-Communication and analytical skills; Ability to understand, evaluate and determine resolution of sensitive situations, while maintaining composure at all times.
-Ability to handle sensitive information confidentially.
-Ability to handle multiple tasks in a fast paced environment while using sound judgment to make fair, sound decisions.
-Associates / Bachelors Degree in HR preferred
- (Spanish/English) abilities a plus
-To be considered for this exciting opportunity please apply to this posting directly
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