"Across all the teams and all channels, the Contact Center handles over 5,000 interactions a day, and every single one is a chance to make a positive impact."
What’s your H-E-B story?
Five and a half years ago, Jorge Elizondo, Group VP of Communications, Customer Insights, and Contact Center, reached out to me about joining the H-E-B Contact Center team as a consultant. I was intrigued by the opportunity. With many years of prior experience in contact centers at other companies, he asked for my point of view. Specifically, he wanted me to review the organization's structure and identify opportunities for improvement in our internal processes and Partner tools. At that time, H-E-B’s digital presence was still growing, and the contact center eCommerce team had not yet expanded, but we knew that once we launched the My H-E-B app, we would need a bigger team!
My consultancy was set to be evaluated after 90 days, which is pretty standard for a contract, but then the Director of the Contact Center role became available, and I was approached about applying for the position. I’d fallen in love with H-E-B during my short time as a consultant, drawn in by its unique culture and dedicated Partners, so I eagerly applied. At the end of 2019, I was so excited to be offered the job as the Director of H-E-B’s Contact Center, including the Partner Service Center, eCommerce, and Customer Relations. While many things have changed in these last five years, like the scope of work, a few things have stayed the same — Jorge is still my boss, and I still absolutely love H-E-B!
How has your journey been since then?
Four months after I was hired, everything changed with the COVID-19 pandemic. All of a sudden, there was so much uncertainty. One of our most significant moves was taking our in-office contact center to be fully remote. At the time, we were still using landlines, so we had to roll out a brand-new system and transition everyone to remote in just 30 days.
On top of that, curbside and delivery orders surged as people felt unsafe shopping in stores. The eCommerce app had only been live for a few months, so we were learning as we went, hiring a lot of new team members quickly and figuring out how to innovate and scale under pressure. This was my crash course in how the company operates in crisis mode.
Both challenges — moving remote and managing the surge of eCommerce — showed me how our digital and business teams step up and make the impossible happen in a short time. It was incredible to see.
Since then, it feels like we have not slowed down. In the past five years, we’ve launched several new teams to support pharmacy, accounting, and JoeV’s. We’ve also created a social media team that monitors mentions of H-E-B, both the good and the not-so-good. These dedicated Partners are critical to the work of protecting our brand, responding quickly to concerns, and even amplifying the positive moments when customers give us a shout-out. It’s just another way we work to build trust with our customers and communities.
WOW – that’s a lot!! Just how big is the Contact Center?
Across all the teams and all channels, the Contact Center handles over 5,000 interactions a day, and every single one is a chance to make a positive impact. It takes a special kind of person to be on the phone all day, really listening to customers and creating solutions.
Our team members came directly from our stores, so they bring valuable firsthand experience when helping with online order questions. For in-store issues, our Customer Relations team is just a phone call away, servicing our in-store customers and Partners.
We also have the Partner Service Center, which supports all 150,000+ Partners with everything from understanding health plans to making benefit changes during life transitions. We also have an admin support line to help the admins who keep our Partners informed.
And then there’s our Social Media team, who are always “on” 24/7, engaging with customers on Instagram, TikTok, Facebook, and X. These Partners are constantly responding to feedback, addressing concerns, and celebrating the customer experience in real time. Within our large group, there are so many opportunities to stay connected to our customers and our Partners.
What’s your favorite part of your job?
One of the things I love most about my job is that we are super invested in helping our Partners grow and develop. Whether they stay and grow in the Contact Center or move on to exciting new opportunities across H-E-B. Of course, we would be thrilled if everyone stayed with us, but we also know that the Contact Center is a great launchpad for all sorts of different career paths. My biggest goal is to make sure every Partner feels ready and confident for whatever comes next.
It’s just incredible when Partners can see the amazing value they bring and how important they are to H-E-B’s mission. What we do here is so impactful, so seeing that purpose blossom among our team members means the world to me.
What’s the most challenging part of your job?
The most challenging part of my role (also a blessing) is that there’s a lot of change and new opportunities coming our way. The hard part is figuring out what to tackle first so we can make the most impact. My focus is on keeping our team culture strong and making sure every customer experience not only meets but exceeds expectations. It keeps me on my toes, but it’s also what makes the work so exciting.
What’s been a memorable moment at H-E-B for you?
One of my most memorable moments was right at the start of the pandemic, when we needed to quickly expand the Contact Center to support our e-commerce business. At the time, working in-person in the stores was uncomfortable for some of our Partners, especially those with delicate health situations or who were pregnant. H-E-B wanted to create options for them, and the idea of inviting them to join the contact center team took off. We reached out to about 30 expectant moms, and they came on board. It was such a great solution — helping us meet a business need while giving this group a safe and flexible option during a very uncertain time. We even created a “baby wall” to celebrate all the contact center babies! Many of those Partners are still with us today. It’s a reminder of how, even in challenging moments, we can create solutions that truly take care of people.
What advice would you give others about working for H-E-B?
Build a strong network. Don't be shy! Connect with experienced H-E-B Partners who are more than happy to offer guidance and direct you to the right resources when you need assistance. Always feel comfortable asking for help; there is genuinely someone at H-E-B willing to listen, provide advice, or guide you in the right direction. Make an effort to introduce yourself to other Partners, let them share their H-E-B story, and share yours too. It’s an excellent way to connect and feel truly at home!
