About Company
Publix Super Markets, Inc. is an employee-owned American supermarket chain headquartered in Lakeland, Florida. Founded in 1930 by George W. Jenkins, Publix is a privately owned company that is consistently ranked among Fortune’s 100 Best Companies to Work For. With a strong commitment to service, quality, and its associates, Publix has grown to become one of the largest and most beloved regional grocery chains in the United States. Our mission is to be the premier quality food retailer in the world, and we achieve this by being passionately focused on customer value, where the customer’s entire shopping experience is our paramount concern. We believe in taking care of our associates, our customers, and our communities, fostering an environment where growth, learning, and mutual respect thrive. Join us and become a part of a company that truly makes shopping a pleasure and working a rewarding experience.
Job Description
Are you passionate about helping others and providing exceptional service? Do you thrive in a fast-paced environment where every interaction is an opportunity to make a positive impact? Publix Super Markets, Inc. is seeking a dedicated and enthusiastic Customer Care Officer to join our Help Center team in Brookhaven, Georgia. In this vital role, you will be the friendly and knowledgeable voice of Publix, assisting our valued customers with a wide array of inquiries, concerns, and feedback.
As a Customer Care Officer, you will serve as the first point of contact for customers reaching out to our Help Center through various channels, including phone, email, and chat. Your primary responsibility will be to listen attentively, understand customer needs, and provide accurate, timely, and empathetic solutions. This role is more than just answering questions; it’s about building trust, de-escalating situations with grace, and embodying the Publix commitment to making ‘shopping a pleasure.’
You will be empowered to resolve issues ranging from product inquiries and store information to loyalty program questions and general feedback. This requires strong problem-solving skills, a keen attention to detail, and the ability to navigate our internal systems efficiently. We are looking for individuals who can think on their feet, demonstrate genuine care, and maintain a positive attitude even during challenging interactions. You will play a crucial role in maintaining our reputation for outstanding customer service and ensuring every customer feels heard and valued. If you are a natural communicator with a heart for service and a desire to contribute to a company that values its people, we encourage you to apply and become a cherished member of the Publix family. We offer comprehensive training, opportunities for career growth, and a supportive team environment where your contributions are recognized.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat, ensuring a high level of customer satisfaction.
- Actively listen to customers to understand their needs, effectively diagnose issues, and provide accurate and comprehensive solutions.
- Document all customer interactions and resolutions accurately in our CRM system, maintaining detailed and organized records.
- Escalate complex or unresolved issues to appropriate internal departments or management, ensuring timely follow-up.
- Provide detailed information regarding Publix products, services, store locations, promotions, and company policies.
- De-escalate challenging customer situations with professionalism and empathy, turning potentially negative experiences into positive ones.
- Collaborate with team members and other departments to ensure a seamless customer experience and consistent service delivery.
- Continuously learn about new products, services, and company updates to enhance problem-solving capabilities.
- Adhere to all company guidelines, policies, and procedures related to customer service and data privacy.
Required Skills
- Minimum of 1 year of experience in a customer service or call center environment.
- Exceptional verbal and written communication skills with a clear, professional, and empathetic tone.
- Proven ability to actively listen, ask clarifying questions, and effectively resolve customer concerns.
- Strong problem-solving abilities and a resourceful approach to finding solutions.
- Proficiency in using CRM software, help desk ticketing systems, and standard office applications (e.g., Microsoft Office Suite).
- Ability to multitask, prioritize, and manage time effectively in a dynamic, fast-paced setting.
- A genuine customer-centric mindset with a passion for helping people.
- High school diploma or equivalent.
Preferred Qualifications
- Associate's or Bachelor's degree in a relevant field.
- Experience in the retail or grocery industry.
- Fluency in Spanish (both verbal and written) is a significant plus.
- Familiarity with Publix-specific systems or loyalty programs.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off (vacation, sick leave, holidays).
- 401(k) retirement plan with company match.
- Employee Stock Ownership Plan (ESOP).
- Tuition reimbursement programs for continuous learning.
- Opportunities for career advancement and professional development.
- Employee discounts on Publix products and services.
- A supportive and inclusive work environment.
- Wellness programs and resources.
How to Apply
Ready to make a difference and contribute to a company celebrated for its exceptional customer service? We invite you to join the Publix family and help us continue our legacy of making ‘shopping a pleasure.’ Please click the application link below to submit your resume and cover letter directly through our official careers portal. We look forward to reviewing your application and learning how your skills and passion for service align with our values!