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

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

• 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 order