Customer Care Agent, Full-Time, Marketing - Lakeland

Customer Care Agent, Full-Time, Marketing
- Lakeland

This position is to provide knowledgeable and friendly customer service to customers who contact our corporate office by phone, email and letter and have general praise, inquiries, or concerns about our technical systems and overall experiences. Associates in this position must be prepared handle a high volume of incoming calls, advising on a multitude of topics that they are contacted on in an effort to resolve the contact on a first touch basis or instill confidence in the customer that their praise, inquiry or concern will be escalated to the appropriate department for a resolution.

This position serves as an extension of the premier in store experience that customers have come to expect from Publix Super Markets, Inc.

Primary Responsibilities:

• Responsible for resolving customer praises, inquiries and concerns on first contact, whenever possible, and providing premier customer service to Publix's internal and external customers.
• Responsible for resolving technical issues on first contact, whenever possible, while offering premier customer service to Publix customers, applicants and pharmacy patients.
• Responsible for serving as an information resource to customers and team members.
• Responsible for participating in improvements efforts.
• Demonstrates strong organizational and time management skills, effectively prioritizing responsibilities, and managing multiple customer inquiries in a timely manner.
• Thrives in a fast-paced, high-volume environment, maintaining professionalism, empathy, and a customer-focused approach while handling complex situations and resolving concerns.

• High School diploma or its equivalent
• 1 year in a call center environment or
• 2 years in a customer service field
• ability to be customer-focused
• strong verbal and written communications skills
• basic knowledge and understanding of MS Office software including Access, Excel, PowerPoint, Word, SharePoint, and Adobe Acrobat
• basic knowledge of ECMS, MCMS, AIMS, JAC support tool, P.com support tool, POPS research port, ePower Center, and Share Point
• willingness to work a flexible schedule which may include additional hours to handle peak workloads and holiday scheduling

• Associate's degree in Business
• 2 years in a call center environment or
• 3-5 years in a customer service field or
• 2 years office staff experience with Publix
• knowledge of Publix culture, history and philosophy
• knowledge of Publix policies
• knowledge and understanding of Microsoft Office software
• knowledge and understanding of Microsoft Office software, ePower Center (Expert) and SharePoint (Advanced)
• show enthusiasm, initiative, and pride in work, and
• show commitment to Publix's mission

Monday-Friday between 8:30am - 4:30pm

Weekly

20.05

27.65

41,704 - 57,512

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.

• 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:
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