Contact Center Specialist, Hourly Support 5, Facilities Position

3 weeks ago


Lakeland, Florida, United States Publix Super Markets, Inc. Full time

Contact Center Specialist Job Description

We are seeking a highly skilled Contact Center Specialist to join our Facilities team at Publix Super Markets, Inc. The ideal candidate will have at least three years of customer service experience coordinating business activities or at least three years of experience in a Publix retail environment.

Key Responsibilities:

  • Receive service requests from Publix retail, support, and corporate locations and contribute to the reduction of maintenance and refrigeration expenses, outages, and environmental concerns using technology and problem resolution.
  • Coordinate the activities of internal and external resources.
  • Provide break/fix service to a high volume of retail and support customers via phone call and email support.
  • Manage daily call tasks, including coordination, reporting, workload leveling, analysis, and escalation.
  • Participate in improvement efforts and provide problem determination to resolve break/fix equipment issues.
  • Communicate with vendor partners regarding follow-ups and dispatching work orders.

Requirements:

  • High School Diploma or equivalent.
  • Three years of experience in the customer service field coordinating business activities, such as scheduling and vendor relations, or three years of experience in a Publix retail environment.
  • Basic knowledge and understanding of MS Office software and Internet usage.
  • Knowledge of Facility Services products and services.
  • Experience using Computerized Maintenance Management System (Service Hub) and Crystal Reports (Service Hub Reporting).
  • Problem management skills.
  • Knowledge of Escalation Process.
  • Knowledge of Publix organizational structure.
  • Continuous Quality Improvement.
  • Ability to work well with others and be a team member.
  • Show enthusiasm, initiative, and pride in work and commitment to Publix's mission.

Preferred Qualifications:

  • Associate's Degree in Business or any other analytical discipline.
  • Five years of experience in the customer service field coordinating business activities, such as scheduling and vendor relations, or five years of experience in a Publix retail environment.

Benefits:

  • Employee stock ownership plan that contributes Publix stock to associates each year at no cost.
  • An opportunity to purchase additional shares of our privately-held stock.
  • 401(k) retirement savings plan.
  • Group health, dental, and vision plans.
  • Paid Time Off.
  • Paid Parental Leave.
  • Short- and long-term disability insurance.
  • Tuition reimbursement.
  • Free hot lunches (buffet-style) at facilities with a cafeteria.


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