Contact Center Specialist, Facilities- Lakeland

About the Role

Publix Super Markets is seeking a Contact Center Specialist to join our Facilities team. The purpose of this position is to receive service requests from Publix retail, support, and corporate locations and, through analysis, contribute to the reduction of maintenance and refrigeration expenses, outages, and environmental concerns using technology and problem resolution. This includes coordinating the activities of internal and external resources.

Responsibilities

• Provide break/fix service to a high volume of retail and support customers via phone call and email support.
• Perform daily call management tasks including coordination, reporting, workload leveling, analysis, and escalation.
• Participate in improvement efforts.
• 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.
• 3 years of experience in the customer service field coordinating business activities, such as scheduling and vendor relations, OR 3 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.
• Commitment to Continuous Quality Improvement.
• Ability to work well with others and be a team member.
• Show enthusiasm, initiative, and pride in work.
• Show commitment to Publix’s mission.

Preferred Qualifications

• Associate’s Degree in Business or any other analytical discipline.
• 5 years of experience in the customer service field coordinating business activities, such as scheduling and vendor relations, OR 5 years of experience in a Publix retail environment.

Benefits

• Employee stock ownership plan that contributes Publix stock to associates each year at no cost.
• 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.
• Visit our website to see all of our benefits.

Year-End Bonus

To reward associates for their contributions to the company for the calendar year, Publix provides a Holiday Bonus in November. In the first year of continuous employment, the bonus is equal to 15 hours of pay, and in the second year, it is equal to one week’s pay if the associate remains employed through the issue date of the bonus check. In subsequent years, the bonus is equal to two weeks’ pay.

Publix does not file petitions or applications with the USCIS or Department of State on behalf of noncitizens for any immigration-related work benefits.