Systems and Communications Specialist (Media)
Publix Super Markets tops the list of privately-owned supermarkets in the US. We hold no long-term debt and continue to grow year after year. Publix and our associates excel in community involvement, volunteerism, and environmental sustainability. Our collective commitment to diversity has contributed to our success in being a great place to work and shop. It's satisfying to work for – and be an owner in – a Fortune 100 company that is widely recognized as a leader in the supermarket industry.
The Customer Care and Social Media (CCSM) department at Publix represents an extension of our customers' store experience. The department builds relationships with online communities and shares information through social media channels. They also handle hundreds of thousands of customer questions, concerns, and correspondences annually across our more than 1,200 stores.
Within the CCSM department, the Systems and Communications Specialist protects and promotes Publix's reputation by collaborating with associates across all levels and business areas to proactively develop customer information resources, create and maintain reference materials for department associates, write and edit customer responses, research inquiries to assist in resolving customer cases, and provide systems support throughout CCSM. Ideal candidates possess excellent customer service skills, including exceptional writing and verbal communication skills, with the ability to work independently and take initiative to complete tasks quickly and accurately.
What you'll do
- manage the knowledge base system and customer facing responses as the voice of Publix
- manage the Mr. George Gold Coin Award program process
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facilitate the WOW Moment program (a surprise and delight driver), praises for CCSM and
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help implement, develop and support business technologies and ensure they operate at optimal performance
- Associate degree in Communications, Business or other analytical discipline, or equivalent experience
- At least one year of experience using social media platforms in a personal and/or professional capacity
- At least two years of customer service experience
- At least two years of working in apposition that requires business writing and communication to multiple audiences
- Intermediate skills with Microsoft Access, Excel, Word, and PowerPoint
- Intermediate skills with other Microsoft Office applications including Outlook, Teams, SharePoint, OneNote, and Planner
- Intermediate skills with customer relationship management systems such as Astute Agent or similar
- An understanding of knowledge bases and chatbot systems
- Ability to prioritize work demands with time or resource constrains and conflicting priorities, being agile to respond with the appropriate level of urgency
- Ability to handle sensitive/confidential information with discretion
- Project management skills
- Willingness to work a flexible schedule, including evening, weekends, and holidays
- Bachelor's degree in Communications, Business or other analytical discipline, or equivalent experience
- one or more years in a non-supervisory leadership role and at least three years of customer service experience at Publix
- three or more years of working in a position that requires business writing and communication to multiple audiences
- three or more years of experience using social media platforms
- advanced skills with Microsoft Access, Excel, Word and PowerPoint
- advanced skills with other Microsoft Office applications including Outlook, Teams, SharePoint, OneNote, and Planner
- advanced skills with customer relationship management system such as Astute Agent or similar
- intermediate or advanced skills knowledge bases and chatbot systems
- knowledge of Publix culture and policies
- 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 plan (with prescription benefits)
- Group dental plan
- Group vision plan
- Sick pay
- Paid Parental Leave
- Long-term disability insurance
- Company-paid life insurance (with accidental death & dismemberment benefits)
- Tuition reimbursement
- Vacation pay
- Free hot lunches (buffet-style) at facilities with a cafeteria
- Paycheck direct deposit
- Credit union
- Access to over 50 discount offers including discounts on computer, vehicle and wireless purchases
- 6 paid holidays (associates can exchange the following holidays with their manager's approval: New Year's Day, Memorial Day, Fourth of July, and Labor Day).
