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Posted August 6th

Colleague Care Center Rep (Temporary)

Modesto, California


E. & J. Gallo Winery


Distributor and Supplier

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Posted August 6th

Colleague Care Center Rep (Temporary)

Modesto, California

Why Gallo?

With a global portfolio of over 100 unique wine and spirits brands, we are the largest family-owned winery in the world. Apply Today! Our Brands. Your Future.

Under general supervision, provides outstanding customer service and guidance to 7,000+ union and nonunion employees in multiple entities by answering employee inquiries pertaining to a variety of general human resources questions as they relate to Covid-19. These may include, but are not limited to, benefits, paid time off (PTO), HR and Corporate policies, collective bargaining agreements, payroll,
COBRA or flexible spending programs, as well as health, life, or disability insurance. Answers moderately complex questions regarding policy changes, company communications, eligibility guidelines, and the Company's response/protocols related to Covid-19. Also responsible for performing employee/contractor wellness screenings remotely via computer with live video connection to the employee.

What you will do:
  • Performs independently to answer questions and/or resolve general employee human resources issues related to Covid-19.
  • Engages in active listening and works with a sense of urgency to provide accurate information in a friendly, professional, and empathetic manner translating to superior customer experience.
  • Manages open cases in ServiceNow system to resolution in shortest possible timeframe while keeping employees regularly informed of status and anticipated resolution timing.
  • Strives to deliver first contact resolution to employees.
  • Ensures proper triage, escalation and effective resolution of higher-level issues and challenging employee interactions through escalation to Subject Matter Experts.
  • Builds and maintains effective business relationships with all departments.
  • Interprets Payroll and HR Policies.

What you need:
  • High School or State-issued equivalency certificate plus 1 year of experience in direct customer service in a contact center environment.
  • Outstanding customer service and interpersonal skills.
  • Excellent verbal and written communication skills.
  • Ability to identify and resolve issues in a timely fashion.
  • Ability to handle multiple priorities at once.
  • Must possess a friendly, positive, and professional demeanor in a team setting with strong listening skills.
  • Basic computer skills to include MS Word and MS Excel.
  • Must be available to work from 6 pm to 6 am Monday through Friday, and 24-hour shifts on weekends.

What will set you apart:
  • Bachelor's Degree plus 2 years of comparable Call Center experience within an Human Resources department.
  • Knowledge of Human Resource services and systems and automated operating environments.

Gallo does not sponsor for employment based visas for this position now or in the future

To view a full job description, please click here .

Job Posting ID: 70301



Equal Opportunity Employer

Gallo will consider all qualified applicants for employment, including those with criminal histories, consistent with the requirements of applicable law.
Modesto, California