30789BR

Position Title:

Contact Center Specialist, Hourly Support 5, Facilities - Lakeland

Department:

Facilities

Location:

Lakeland, FL

Description:

Are you interested in joining the largest employee-owned company in the United States? Do you have at least three years of customer service experience coordinating business activities or at least three years of experience in a Publix retail environment? 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 to contribute to the reduction of maintenance and refrigeration expenses, outages and environmental concern using technology and problem resolution. This includes coordinating the activities of internal and external resources.

• Responsible for providing break/fix service to a high volume of retail and support customers via phone call and email support

• Responsible for daily call management tasks including but not limited to coordination, reporting, work load leveling, analysis and escalation

• Responsible for participating in improvement efforts

• Responsible for providing problem determination to resolve break/fix equipment issues

• Communicating with vendor partners regarding follow ups and dispatching work orders

Req ID:

30789BR

Hours of Work:

3:30pm-12:00am; Rotating days

Facility:

Lak George Jenkins Building / Chart Warehouse B001

State:

Florida

Frequency of Pay:

Weekly

Travel Frequency:

0%

Minimum Base Pay:

21.85

Additional Information:

Your application may have additional steps that you will need to complete in order to remain eligible for consideration. Please be sure to monitor your email, including your spam folder, on a daily basis for critical, time-sensitive emails that could require action within 24-48 hours.

Please do not use your Publix email address when applying. Once your application has been successfully submitted you will receive a confirmation email.

• Please note that Publix will not sponsor any hire for this position for a visa or permanent residence.

Address:

1936 George Jenkins Blvd

City:

Lakeland

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 of continuous employment the bonus is equal to one week’s pay if associate remains employed through issue date of the bonus check. In subsequent years, the bonus is equal to two weeks’ pay.

Maximum Base Pay:

30.10

Required Qualifications:

• 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' 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

• 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' experience in a Publix retail environment

Potential Annual Base Pay:

45,448 - 62,608

Zip Code:

33815-3760

Benefits Information:

• 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

• Visit our website to see all of our benefits: Benefits - Jobs (publix.com) (https://jobs-beta.publix.com/benefits/)