Contact Center Specialist, Hourly Support 5, Facilities – Lakeland Position Available In Polk, Florida




Contact Center Specialist, Hourly Support 5, Facilities – Lakeland
32780BR
Lakeland, FL
Department
Facilities
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
Hours of Work
3:30pm – 12:00am
Frequency of Pay
Weekly
Minimum Base Pay
21.85
Maximum Base Pay
30.10
Potential Annual Base Pay
45,448 – 62,608
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.
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 ()
Travel Frequency
Rarely/None
Address
1936 George Jenkins Blvd
City
Lakeland
State
Florida
Zip Code
33815-3760
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.
Facility
Lak George Jenkins Building / Chart Warehouse B001