Contact Center Specialist, PM, Facilities- Lakeland

Publix Super Markets•Lakeland, FL

44d

About The Position

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. 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. For this position, Publix does not and will not file a petition or application with the USCIS or Department of State on behalf of any noncitizen for any immigration-related benefit to work and/or to continue to work in the United States, e.g., an H-1B or TN petition or permanent residence.

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' 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.

Nice To Haves

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

Responsibilities

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

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